Many users see document management as a chore that obstructs and diminishes their productivity. Filing forces users to abandon their current thought stream (or context) and adopt a different mindset to classify and categorize documents. Some systems use automation workflows, machine learning, and other techniques to aid the automatic classification of documents.
In a Customer Relationship Management (CRM) context, documents almost exclusively belong to an individual, typically these are attachments on a lead or contact record. This partial categorization makes it much easier to map CRM documents to the individual's location in a record management system.
Let's look at some examples, specifically how to minimize the distraction of document filing using Salesforce, OpenText Content Manager (aka MFCM, TRIM, Record Manager, etc.), and FuseIT's T4S integration.
Use Case 1: Auto-file Salesforce attachments, and the one source of truth
A Salesforce user adds an attachment file to a customer contact record. T4S transparently pushes the document to the mapped or auto-created container in MFCM and adds a link to the document in the contact record. The Salesforce attachment file is then deleted from Salesforce leaving the MFCM document as the one source of truth.
Use Case 2: Auto-file email attachments
A customer sends an email to register a complaint about a product or service. The customer attaches evidential documentation to the email. The inbound email is received and processed by the Salesforce Email To Case integration. The integration auto-creates a Salesforce case and attaches the evidential documents to the case. T4S creates a new Container within MFCM for the Case and then moves each case attachment to the Container. A link to each document is added to the Salesforce case record. Finally, T4S saves the inbound email body and text to MFCM as well.
Use Case 3: File documents to complex container structures in MFCM
A Salesforce user needs to file a document nested deep in an MFCM sub-container. T4S exposes the container structure in Salesforce so the user can manually select the required location.
Use Case 4: Search for an MFCM document from within Salesforce
An agent in the support team is speaking to a customer and needs to access a product manual in MFCM. From Salesforce, the agent initiates a search of MFCM by entering the document name. T4S returns the document and the agent is able to view it and answer the support query.
Use Case 5: Save important Salesforce records in MFCM
Valuable information is held in a comments textbox field in a Salesforce record. Wishing to preserve the data, a Salesforce user clicks the "Save Record to MFCM" button that causes T4S to save the record to MFCM as an HTML file. Alternatively, when a Salesforce record reaches a certain designated status, the record is automatically archived and saved to MFCM.
Use Case 6: Expose selected MFCM documents in Salesforce
An MFCM administrator adds a support agreement to an MFCM location. As the location has been mapped to Salesforce, the agreement appears in Salesforce along with other documents in the same container.
Use Case 7: Reduce the volume of documents in Salesforce
An administrator is concerned that Salesforce is quickly approaching its document storage limits. This will impact operational costs. The admin requests Salesforce users to sync any attachment over 1MB to MFCM. T4S adds a link to the document in the associated Salesforce record so the document can be viewed on-demand.
MFCM is an outstanding document management system. However, users are often required to step away from their primary working environment and process their documents out of context. Fortunately, MFCM has a powerful API that enables the transaction of documents to and from cloud-based applications like Salesforce. The T4S integration simplifies and encapsulates the core functionality of MFCM within Salesforce by using automation and clever features. The result is an increase in user satisfaction and efficiency. In some scenarios, mundane and laborious document filing tasks can be entirely replaced by Salesforce automation workflows.
If you are interested in learning more about T4S, or its lightweight alternative, S2T, please contact us for more information.