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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
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 busines s p artners 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 b usiness objects, the sy stem acces ses 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
App lication 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 lis t 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, y ou can als o searc h for documents that belong to other bus iness obj ects. 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
with systems external to CRM is not possible.
1.1 Documents Documents are unstructured data that you can append to business objects such as p roducts, p roduct catalogs, or bus iness p artners. 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 spec ify 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 Enhancement
Customer Relationship Management
Basi c Functions
Attribute
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_D OC_ATTR For more information, see the Impleme ntation 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 b usiness 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 (O neOrder)
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 c opy, c ut, 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 ce ntral component of Content Management and is used to disp lay and p rocess c ontent.
Features Content Viewer provides the following functions: Document preview Disp lay and c hange 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:
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 descrip tion 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 giv es you the option to imp ort documents. To do this, choose Import Data and follow the instruc tions. The same ap pli es 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 easie r to find in later searches . To do this, c hoose 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 Op tions
Security
Custom Level...:
Active Scrip ting 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 i n 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 app ear 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 sal utation 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
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 Guid e under Functions
Content Management
Define Document Template Profile
Customer Relationship Management
Basi c
.
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, opp ortunities, 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
.
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 sp ecifies the Pers on Resp onsibl e 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
Basi c
In Content Management , you can add attachments to a bus iness object b y p erforming 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 ass ignment block, click Attachment . Use the document searc h to selec t a document from Content Management , or browse your local hard dis k 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 A ttachment as signment 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 ass ignment block , the following options for working with attachments are av ailab le: 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 attachm ent Check Out Downl oad an attachment fil e to another location Check In Upload an attachm ent file from another location Paste Link Paste a link to the attachment Remove Check Out Lock Enable attachm ents to be downl oaded 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 Disp lay the different versions of a document on the Content Viewer page in the assignment block Versions .
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 sys tem clients Adobe LiveCycle Designer for the designer’s 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 b y Adobe.
Microsoft Word For integration with Microsoft Word, you use one of the following releases: Microsoft Office 20 03 Professional Microsoft Office 20 03 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 Win32
http://www.service.sap.com/patches
. For more information about the installation of ACF, see SAP Note 766191
A - Z Index
A
ACF
ACF
.
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 Marketplac e at SAP Frontend Components
http://www.service.sap.com/patches
SAP Data Panel for MS Word
Installations and Upgrades
Browse our Download Catalog
. 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 one–to–many relationships in the template, such as, items in a sales order.
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 servi ce name (for example, ZOPP_READ ), object type, language, and type. The object typ e sp ecifies the object for which the template is av ailable. 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 .
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 sel ected. 10. Click Finish . The relevant schema is now visib le in the Data View pane. 11. Use Adobe LiveCyc le Designer to design your templ ate. 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 Ob ject 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 O ffice 2003 1. In SAP CRM, create a new document template. 2. Enter the templ ate details . For exampl e, the object type sp ecifies the object for which the template is avail able. 3. Op en Microsoft Word. 4. If you have selected a Web service, download and save a schema. 5. Start the template designer. The system locks the information in the template and opens Microsoft Word without a template. 6. Download and save the templ ate. 7. In Microsoft Word, open the template that you downloaded. 8. If you entered a Web serv ice, y ou must add the schema to the document on the Dev eloper 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 s tandard Mic rosoft 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 templ ate. The system display s 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 templ ate details . For exampl e, the object type sp ecifies the object for which the template is avail able. 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 c reate one–to–many relationship s 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 nec ess ary. Note that you can delete unneeded columns. 6. Use the s tandard Mic rosoft Word features to format your content in the template. Note that the default setting in Mi crosoft Word is regional formatting. 7. In Microsoft Word, sav e your template.
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 pushb utton. 3. Selec t 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 s tructured so that one document class (for example, a phys ical storage place) is availab le for each bus iness 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 ass igned 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 nec ess ary. If the busines s objec t with the changed document is to be transferred bac k into SAP ERP , the sys tem stores the document as a new version or creates a new document and assigns it to the business object.
Note Becaus e there are no directories in the Mobile Client , structuring of documents is lost when transferring them to the Mobile Client .
