CRM Content Management

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Created on June 25, 2015

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Table of content

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Table of content
1 CRM Content Management
1.1 Documents
1.1.1 Linking Content Objects and Business Objects
1.2 Document Management
1.2.1 Document Processing
1.2.2 Finding Documents
1.2.3 Integrating Microsoft Word
1.2.4 Integrating Microsoft Excel
1.2.5 Integrating Product Lifecycle Management (PLM)
1.2.6 Adding Attachments
1.2.7 Version Management
1.3 Document Template Designer
1.3.1 Creating Adobe Templates
1.3.2 Creating Microsoft Word Templates
1.4 Content Servers
1.5 Exchanging Documents with the Mobile Client

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1 CRM Content Management

High-performance Content Management is an important component of a successful CRM landscape. In CRM Content Management, you can enhance CRM
business objects such as products, product catalogs, or business partners with "unstructured" data such as documents, graphics, or multimedia objects.

Prerequisites
You have used transaction SICF to create an external alias //default_host/sap/bc/contentserver, which contains anonymous logon data and
refers to the target element //default_host/sap/bc/contentserver.
To display documents, the system requires anonymous logon data for the service //default_host/sap/bc/contentserver for HTTP access to the
content server.
The service //default_host/sap/bc/contentserver is active.

Features
When processing business objects, the system accesses the relevant Content Management functions.
SAP Content Management provides the following functions:
Integration of the user interface with the different CRM applications.
Linking of content and business objects.
Technical Content Management functions such as folder management and saving content to content servers.
Content saving to a database
Content versioning
Grouping of thematically connected content objects by using folder templates
To use folders and documents in the different applications, you can define folder templates, which, in turn, must be assigned to the relevant business object
types.
Metadata management
Integration with the ArchiveLink functionality
In Customizing, you can define which documentation for the appropriate business objects is linked to the ArchiveLink functions. You do this in Customizing,
by choosing
SAP NetWeaver Application Server
Basis Services
ArchiveLink . Additionally, you can create ArchiveLink documents from
Content Management.
Integration of Internet documents by entering the appropriate URLs
Import and export of documents
Where-Used list
You can display a list of all business objects to which a given document is assigned.
Content search
You can search for all the documents in Content Management , that is, you can also search for documents that belong to other business objects.
The graphic below shows the layout of the Content Management interface:

Constraints
Content Management can only be applied to the different areas of the CRM system. There is no cross-system integration outside of CRM, that is, content sharing

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with systems external to CRM is not possible.

1.1 Documents
Documents are unstructured data that you can append to business objects such as products, product catalogs, or business partners. Unstructured data can be
papers, graphics, or multimedia objects.

Structure
Linking to Business Objects
You can link documents with the following business objects:
IBases
Product master record
Product catalogs
Product catalog items
Solution database
Business partners
Marketing campaigns
Mail forms
Users
Marketing plans
Trade promotions
Cases
Business transactions (OneOrder)

Note
The system does not enter content objects (documents and folders) as standalone objects. The system automatically assigns content objects to
business objects. You can use these business objects to access and maintain content.
Status and workflow integration
Each document has a status controlled by a workflow. In this way, for example, you can check a document before releasing it to customers.
You specify the status in Status Management .

Special Features
Cross-object type attribute enhancements
Within a project, you can append customer-defined attributes to documents.
They are cross-object type attributes, that is, the attributes are specified in Customizing and are then valid system-wide for all documents. You can use
personalization to make the attributes visible in an additional column. You can also change them here.
For more information about Customizing, see the Implementation Guide under
Customer Relationship Management
Basic Functions
Attribute
Enhancement
Install Customer-Specific Attribute Enhancement
To display the attributes, include the attributes in the following locations:
Field groups CMT_MAIN and CMT_SEARCH_REQ
Customer Include structure CI_CRM_CM_S_DOC_ATTR
For more information, see the Implementation Guide under
Customer Relationship Management
Basic Functions
Content Management
Install
Customer-Specific Attribute Enhancement.
You can also use attributes in the search for documents.

1.1.1 Linking Content Objects and Business Objects

Business objects can be associated with contents by a link.
The system does not enter content objects (documents and folders) as standalone objects. The system automatically assigns content objects to business objects.
You can use these business objects to access and maintain content.

Features
You can link contents with the following business objects:
Installations
Product master
Product catalogs
Product catalog items
Solution database
Business partners
Marketing campaigns
Mail forms
Users
Marketing plans
Trade Promotion
Case
Business transactions (OneOrder)

1.2 Document Management

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1.2 Document Management

You can manage documents in the assignment block for attachments. Note that you can only manage and hierarchically structure attachments within business
objects.

Features
Standard View
Attaching documents
You can attach documents by selecting them from your computer, from shared network drives, or by selecting available documents using content
management (the system creates references to these documents).
Attaching URLs
You can include documents by attaching URLs (for example, product catalogs from your Web Shop). The system only saves URLs and not the documents.
Attaching documents with templates
You can create documents based on predefined templates and attach them to business objects. For more information about templates, see Template
Designer.
Changing properties of attachments
You can change the properties of attachments (for example, name, description, keyword, and language).

Advanced View
In addition to the features available in the standard view, you can use the following features:
Creating folders
You can create new folders. If you highlight an existing folder and then choose to create a new folder, the system creates the new folder as a sub-node in the
folder hierarchy.
Creating hierarchies
You can create hierarchies of folders and attachments. For example, you can highlight a folder and attach a document or URL to the folder. You can also
highlight an existing attachment and attach a new document or URL to the hierarchy.
Deleting folders and attachments
When you delete folders, the system deletes all sub-folders and attachments in these folders.
Copying, cutting, and pasting folders and attachments
You can use copy, cut, and paste to restructure the hierarchy.
Checking out and checking in documents
You can check out a document that is locked for other users and make changes. After you save your document locally, you can check in the changed
document.
Directly editing Microsoft Word files (Microsoft Word 2007 or later)
Note that you must refresh your attachments to view your changes to documents.

Caution
When you edit Microsoft Word files, the system opens an empty browser window in the background. Do not close this browser window. The system
closes this browser window automatically when you close Microsoft Word.

1.2.1 Document Processing

Content Viewer is a central component of Content Management and is used to display and process content.

Features
Content Viewer provides the following functions:
Document preview
Display and change documents and their properties
Version overview with version display and processing
Send
Depending on the editor used, when you save the document, you can choose whether to create a new version of the document or to overwrite the existing version.

1.2.2 Finding Documents

Finding documents is a major element of CRM Content Management. You can use it to search for different information by attributes by free text search. After you
have found the required document, you can display it in the corresponding editor and, if necessary, assign it to a business object.

Features
The search lets you find documents that are linked to business objects and upload documents themselves.
The following functions are available:

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Finding Documents
Here, you can search by the following properties:
Creator of the file
Last changed by
File changed in a period from ... to
File created in a period from ... to
Document description
Language
The business objects it is linked to
List search results
When documents are found, they are displayed in the list below the search.
Import documents or Uniform Resource Locators (URL)
The search gives you the option to import documents. To do this, choose Import Data and follow the instructions. The same applies for importing URLs.
Link documents with other business documents.
Mark the required document in the results list and choose Add Link .
Link documents to their user ID
You can link Content Management documents with their user ID to make them easier to find in later searches. To do this, choose a document and link it to
its user ID.
The search template has various parameters and looks across business objects through all created documents.

1.2.3 Integrating Microsoft Word

Integrating Microsoft Word allows you to edit Microsoft Word documents directly in the SAP application.

Prerequisites
You have installed Microsoft Internet Explorer 5.0, Microsoft Office 2000, and Windows 95 or more recent versions of these programs.
In the browser, you have activated the following settings under
Extras
Internet Options
Security
Custom Level...:
Active Scripting
Run ActiveX controls and plug-ins
Initialize and script ActiveX controls not marked as safe

Features
Special Features in the CRM WebClient UI
Use Change in MS Word to edit Microsoft Word documents directly in the portal
You can use the Save function in Microsoft Word directly.
You always create a new version of the Microsoft Word document when you save it.
If several Microsoft Office documents are open, the system saves the most recently edited document, regardless of which document is currently selected in
the tab page.
New and saved documents appear for the first time when you navigate again to the document tab page or use Refresh .

Special Features in the Interaction Center WebClient

Document templates are also available in the Inbox for faxes/letters.

Activities
Using attributes to create document templates in Microsoft Word
When processing document templates in Microsoft Word, you can use
Insert Field
to insert letter variables. Under Categories , select the option Mail
Merge , and under Field Names , the option MergeField . In the input field below, after MERGEFIELD , enter the required variable to be added.

Example
In Account Management, the following variables are replaced:
BUS1006-TITLELETTER
Contains the salutation for the organization
BUS1006002-TITLELETTER
Contains the salutation for the contact person
BUS1006002-TITLE_TEXT
Language-dependent text for form of address (Mr., Ms.)
BUS1006002-NAME_FIRST
First name
BUS1006002-NAME_LAST
Last name
BUS1006002-SEX
empty = unknown, 1 = female, 2 = male
BUS1006-LINE0 to BUS1006-LINE9
Contain the address

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Using Template Data

To create Microsoft Word documents, you can use templates that prefill the documents with basic data.

1.2.4 Integrating Microsoft Excel

Integrating Microsoft Excel enables you to export the search result list to a local file.

Prerequisites
You have prepared everything in Customizing. For more information, see the Implementation Guide under
Functions
Content Management Define Document Template Profile
.

Customer Relationship Management

Basic

Features
You can export tables to Microsoft Excel in XML- or CSV formats.

Note
You can only generate XML files if you locally use Microsoft Office 2003 or higher. If you use an earlier version, you can create a CSV file.

1.2.5 Integrating Product Lifecycle Management (PLM)

Integrating Product Lifecycle Management (PLM) lets you link documents from the PLM Document Management System (DMS) with documents from CRM such
as contracts, opportunities, and activities.

Integration
To use PLM in CRM, you require SAP Enterprise Resource Planning (ERP) 4.70 and higher. If you want to use SAP ERP 4.6c, you require SAP Note 620160.

Prerequisites
You have maintained the RFC connections to PLM. For more information, see the Implementation Guide at
Functions
Content Management Maintain RFC Connections to PLM
.

Customer Relationship Management

Basic

Features
The following functionalities are available:
You can use the PLM DMS to link PLM DMS documents directly to the following objects, or to delete the links:
CRM business objects
If you assign a PLM document to a CRM business object, it appears in the PLM Documents folder.
Sales contracts
Sales documents
Business partners
Products
Finding PLM Documents
You can also find PLM documents in CRM by the following properties:
User-defined text
Document number
Document type
Version number
Status
Description
User
Part

Note
For PLM documents, the Creator field in CRM Content Management specifies the Person Responsible from PLM.
The full-text search only searches the document long text and not the content of the document itself .
There is only a full-text search in the document long text, not in the document content itself.

1.2.6 Adding Attachments

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In Content Management , you can add attachments to a business object by performing one of the following actions:
Select the attachment from Content Management or local hard disk
Enter a corresponding URL
Select a document template

Prerequisites
You are on the overview page of the business object to which you want to attach a document.

Features
Attachment
In the Attachment assignment block, click Attachment .
Use the document search to select a document from Content Management , or browse your local hard disk to find the document that you want to attach.
In the latter case, you can enter a name and description for the document; otherwise the attachment bears the document file name.
To attach the document, click Attach .

URL
In the Attachment assignment block, click URL .
Enter the URL of the document you want to attach, and a name for it. Optionally, you can enter a description of the document.
To attach the document, click Attach .

With Template
In the Attachment assignment block, click With Template .
Select the document template that you want to attach from the list.

Advanced
In the Attachment assignment block, click Advanced .
In addition to the options in the Attachments assignment block, the following options for working with attachments are available:
Button

Function

Folder

Create a new folder as an attachment.

Delete

Delete an attachment in the Attachments list. This does not delete the document itself.

Copy

Copy an existing attachment and save it under a different name.

Cut

Cut content from an attachment.

Paste

Copy cut content to another attachment.

More

Edit
Edit an attachment
Check Out
Download an attachment file to another location
Check In
Upload an attachment file from another location
Paste Link
Paste a link to the attachment
Remove Check Out Lock
Enable attachments to be downloaded
Refresh
Refresh the attachments data

1.2.7 Version Management

In Content Management, the system distinguishes between logical and physical documents. A logical document comprises one or more physical documents with
different versions. These, for example, could be different language versions, content versions, or format versions.
Creating different versions for a single logical document makes it possible to manage different documents for different business partners. You can, for example,
send a document to a business partner in his or her own language, even if this language differs from your logon language.
It is also possible to display documents in the Internet environment in PDF format, rather than as Microsoft Word documents. Depending on the business
environment, the relevant version can be filtered automatically via a context resolution.

Activities
Display the different versions of a document on the Content Viewer page in the assignment block Versions .

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1.3 Document Template Designer

You can use this function to put CRM data from a Web service into a document in either Microsoft Word or Adobe PDF format (for example, for printing purposes).
Note that Adobe PDF documents are read-only.
You can design a template for an object such as an opportunity, which specifies the layout, logo formatting, and so on, of your document. The system fills the
document with CRM data at runtime.

Note
SAP does not provide default templates.

Prerequisites
Adobe PDF
For integration with Adobe, you use the following:
Adobe Reader on all system clients
Adobe LiveCycle Designer for the designers machine (included with SAP GUI)
Use the document template designer only when you are familiar with using Adobe LiveCycle Designer. For more information about using Adobe LiveCycle
Designer, see the help documentation supplied by Adobe.

Microsoft Word
For integration with Microsoft Word, you use one of the following releases:
Microsoft Office 2003 Professional
Microsoft Office 2003 Professional Enterprise
Microsoft Office 2007 (or later)
Use the document template designer only when you are familiar with Microsoft Office. For more information about using Microsoft Word, especially Custom XML
(Microsoft Office 2003 only) or content controls (Microsoft Office 2007 or later), see the help documentation supplied by Microsoft.
Microsoft Word 2007 or Later
You have installed the Active Component Framework (ACF) on the computers that you use to create Word files from document templates during runtime.
You download ACF from the SAP Service Marketplace at

http://www.service.sap.com/patches

A - Z Index

ACF

ACF <Release>

Win32 . For more information about the installation of ACF, see SAP Note 766191 .
You have installed the SAP data panel for Microsoft Word on the computers that you use to define templates at design time. You download the SAP data
panel from the SAP Service Marketplace at http://www.service.sap.com/patches
Installations and Upgrades
Browse our Download Catalog
SAP Frontend Components
SAP Data Panel for MS Word . Note that you do not need to install the SAP data panel on computers that only use the
templates during runtime.

Note
In the standard delivery, the system opens Microsoft Word within a separate browser window during runtime. However, if you want to use Microsoft Word
outside of a browser window (that is, as Microsoft Word normally runs), enter parameter ID CRM_OI_EXTERN with parameter value X in transaction SU3. In this
case, the system opens an empty browser window in the background that you must not close while Microsoft Word is open. When you close Microsoft Word,
the system automatically closes the empty browser window.

Adobe and Microsoft Word

You have a Web service to supply data to the template.
The Web service needs to be set to productive and released in the logon client.
You have activated the service crm_oi in SAP CRM (transaction SICF).
You have made the following security settings in your browser:
You have enabled your browser to initialize and script ActiveX controls not marked as safe for scripting
You have enabled your browser to run ActiveX controls and plug-ins
You have enabled your browser to allow active scripting
If you want to create documents and make them available in content management, you have defined profiles for document templates in Customizing for SAP
CRM under
Customer Relationship Management Basic Functions
Content Management Define Document Template Profile .

Features
Adobe PDF
For Adobe PDF templates, the document template designer uses the Adobe LiveCycle Designer, which is structured as follows:
XML structure pane
The left-hand side of each Adobe LiveCycle Designer page incorporates a pane to view data that contains, in an XML structure, all CRM data available for
the business object for which you are creating the template. You can choose elements in the XML structure and add them to the template. For example, you
can create onetomany relationships in the template, such as, items in a sales order.

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Note
Text elements displayed are in context, that is, you cannot enter line items in the template before you have entered a header.
Adobe LiveCycle Designer body pages
You can create, edit, and format your document template in the Adobe LiveCycle Designer body pages. You do this by adding elements from the
XML pane. You then add and format your own input in the fields appended to these elements.
You use the Adobe LiveCycle Designer features to format the text in your template.
You can choose to preview the PDF.

Microsoft Word 2003

The document template designer is structured as follows:
XML structure pane
On the right-hand side of each Microsoft Word page, the document template designer incorporates an XML structure pane that contains all CRM data
available for the business object for which you are creating the template. The pane is divided into the following parts:
The upper part displays text elements added to the template in an XML tree structure.
The lower part contains a list of elements that you can choose to add to the template.
This list only contains one element, which becomes the parent node of the XML tree structure. After you add this parent node to your template, the list
expands to display more data elements that you can add to the template. These added elements appear as child nodes in the XML tree structure.

Note
Text elements displayed are in context, that is, you cannot enter line items in the template before you have added a header.
Microsoft Word page
You can create, edit, and format your document template on the Microsoft Word page. You do this by adding text elements from the XML pane. You then add
and format your own input between the XML tags that appear on the page.

Microsoft Word 2007 (or Later)

The document template designer is structured as follows:
Microsoft Word add-in
The SAP data panel add-in shows the XML structure of the assigned Web service in Microsoft Word.
Microsoft Word page
You can create, edit, and format your document template on the Microsoft Word page. You do this by adding text elements from the SAP data panel. You
then add and format your own input between the content controls that appear on the page.

Adobe PDF and Microsoft Word

You can incorporate tables into your template and you can nest tables insides tables. Note that multiple-line objects (for example, lists) must be inserted into a
table. Otherwise, your document will be incomplete at runtime.

Example
1 business partner has 3 addresses and each address has 5 telephones.

Activities
Depending on your system landscape, you might want to use your templates in other systems. You can transport your templates manually in Customizing for
Customer Relationship Management by choosing
Basic Functions
Content Management Transport Document Template .

More Information
Creating Adobe Templates
Creating Microsoft Word Templates
Web Services
Creating a Web Service

1.3.1 Creating Adobe Templates

Procedure
1. In Template Designer , under Template Details , enter a name and title for the template, and select the Web service name (for example, ZOPP_READ),
object type, language, and type.
The object type specifies the object for which the template is available.
The type is the document type, that is, .pdf or .doc format.
2. After you have entered all your data, click Start Designer .
The Adobe LiveCycle Designer opens without a template.
3. Click Download Schema .
You are prompted to open or save the schema.
4. Save the schema on your local hard disk.

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5. In the Adobe LiveCycle Designer, click New .

6. In the menu, choose
File New Data Connection .
Keep the name of the data connection as suggested ( DataConnection ).
7. Click XML Schema , then click Next .
8. Select the saved schema from your local hard disk.
9. Under Use XML Data Root Element Name , ensure that the read operation is selected.
10. Click Finish .
The relevant schema is now visible in the Data View pane.
11. Use Adobe LiveCycle Designer to design your template.
12. To save the template in the Adobe LiveCycle Designer, click Save .
Choose Adobe XML Form File as the Save as type, and .xdp as the Extension , then save the template to your local hard disk.
The template detail page is displayed.

Note
Start Designer , Download Schema , Download Template , and Upload are enabled, Web Service Name and Object Name are disabled.
13. Click Browse and select the saved template from your local hard disk.
14. Click Upload .

More Information
Document Template Designer

1.3.2 Creating Microsoft Word Templates

The procedure that you use to create Microsoft Word templates depends on the version of Microsoft Office that you use.

Prerequisites
You have setup the document template designer. For information about the prerequisites to use the document template designer, see Document Template
Designer.

Procedure
Creating Microsoft Word Templates with Microsoft Office 2003
1.
2.
3.
4.
5.

In SAP CRM, create a new document template.

Enter the template details. For example, the object type specifies the object for which the template is available.
Open Microsoft Word.
If you have selected a Web service, download and save a schema.
Start the template designer.
The system locks the information in the template and opens Microsoft Word without a template.
6. Download and save the template.
7. In Microsoft Word, open the template that you downloaded.
8. If you entered a Web service, you must add the schema to the document on the Developer tab in Microsoft Word.

Note
If the URL of the schema is used in another schema, remove the old schema before you add the new schema.
Do not choose to validate the document against attached schemas.
Choose to allow saving as XML, even if not valid.
9. In Microsoft Word, choose an element to apply to your content.
The system displays a pair of XML tags.
10. Use the standard Microsoft Word features to format your content within the XML tags. Note that the default setting in Microsoft Word is regional formatting.
11. In Microsoft Word, save the template to your local hard disk.
12. In SAP CRM, upload the template.
The system displays the template details.
13. In SAP CRM, choose the Back pushbutton.

Creating Microsoft Word Templates with Microsoft Office 2007 (or Later)
1. In SAP CRM, create a new document template.
2. Enter the template details. For example, the object type specifies the object for which the template is available.
3. Start the template designer.
The system opens Microsoft Word and shows the SAP data panel with the SAP data structure. Note that you can choose to show or hide the SAP data
panel on the SAP tab.
4. In Microsoft Word, drag and drop nodes from the SAP data panel into the Microsoft Word template. Note that you can create onetomany relationships in the
template (for example, items in a sales order) by dragging and dropping the parent node into the template.
5. Add column headers into the first rows of tables, as necessary. Note that you can delete unneeded columns.
6. Use the standard Microsoft Word features to format your content in the template. Note that the default setting in Microsoft Word is regional formatting.
7. In Microsoft Word, save your template.

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8. In SAP CRM, choose the Back pushbutton.

Result
You can use your Microsoft Word template in SAP CRM as follows:
1. Find an object for which you created the template.
2. In the Attachments assignment block, choose the With Template pushbutton.
3. Select the template that you created.
The system opens a Microsoft Word document using the template that you created. The system fills the document with values from the CRM data by using
the Web service and adds more rows as needed. Note that you can still edit the Microsoft Word document.
4. Save and close Microsoft Word.
The system attaches the document to the CRM object.

More Information
For more information about creating and editing Microsoft Word templates (including how to edit Microsoft Word templates created in Microsoft Word 2003 using
Microsoft Word 2007 or later releases), see SAP Note 1845559

1.4 Content Servers

Content servers are used to save large quantities of documents, either within CRM on the SAP database, or in an external system via an SAP-certified interface.
The Document Modeling Workbench in CRM is structured so that one document class (for example, a physical storage place) is available for each business
object. A content server therefore contains one storage space for every business object. In CRM systems, documents are stored in the CRM database or on an
external content server.

1.5 Exchanging Documents with the Mobile Client

Documents assigned in SAP ERP to a business object are transferred with the business object to the Mobile Client . Here, you can change existing documents
or add new documents as necessary. If the business object with the changed document is to be transferred back into SAP ERP , the system stores the
document as a new version or creates a new document and assigns it to the business object.

Note
Because there are no directories in the Mobile Client , structuring of documents is lost when transferring them to the Mobile Client .

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