The Magic of OpenText Content Manager + Salesforce

OpenText Content Manager, previously called TRIM and HP Records Manager, is an EDRMS playing an important role in many organizations. In software terms, Content Manager has been around for a long time. Due to its popularity and the volume of information it stores, it will be with us for a long time to come.

Organizations often need new features, seek efficiencies, and require integration with other lines of business. With Content Manager, this usually happens by upgrading to a later version, moving to the cloud (Content Manager Select), or integrating with a system that already has the features and efficiencies required. In each case, these improvements impact existing users.

User Satisfaction

Some users absolutely love Content Manager and others regard document management itself as a chore that diminishes their productivity. Users also have different needs so an improved solution must try to accommodate everyone. Integration achieves this by minimizing interface changes, filing automatically, and enabling document management from Salesforce. Rather than engaging in a disconnected process, document management is merged into the current task.

Salesforce Integration

Salesforce integration is powerful because most CRM documents are already assigned to leads and contacts making it easier to map them to Content Manager. With part of the categorization already complete, automation can easily file the document to Content Manager while preserving the relationship with whom the document belongs.

Let's see a few examples of how FuseIT's T4S integration makes life a lot easier for users:

• Auto-file Salesforce attachments: A Salesforce user adds an attachment file to a contact record. T4S transparently pushes the document to a mapped container in Content Manager and adds a link to the document in the contact record. The Salesforce attachment is then deleted from Salesforce so Content Manager becomes the single source of truth
• Auto-file email attachments: A customer sends an email to complain about a product or service. The email has evidential documentation attached. The inbound email is processed by the Salesforce Email To Case integration which creates a case and attaches the evidential documents to the case. T4S auto-creates a new container in Content Manager and moves the case attachments to the container. T4S adds a link to each document to the Salesforce case record. Finally, saves the inbound email body and details to the same container in Content Manager as an HTML file
• File documents to complex structures: A Salesforce user needs to file a document to a nested sub-container. T4S exposes the container structure in Salesforce so the user can manually select the required location
• Document Search in Salesforce: An agent in the support team needs to access a product manual in Content Manager. The agent initiates a search from Salesforce by entering the document name. The required document is returned to Salesforce and the agent is able to view it
• Save Salesforce records in Content Manager: Valuable information is often held in Salesforce records.  A Salesforce user can click the "Save Record to Content Manager" button to save the record to Content Manager as an HTML file. Alternatively, when a Salesforce record reaches a designated status, the record can be automatically archived to Content Manager
• Show Content Manager documents in Salesforce: A Content Manager administrator adds a document to a location. As the location has been mapped to Salesforce, it appears in Salesforce in a shared document list along with other documents in the same location
• Reduce document volumes in Salesforce: A Salesforce administrator is concerned the org is approaching its document storage limits. The admin asks Salesforce users to sync large attachments to Content Manager. T4S adds a link to the document so it can be viewed on-demand

Integration Benefits

You can see integration eliminates the double or even triple handling of documents. Salesforce automates document management and makes Content Manager transparent to those users who want to remain in the context of Salesforce. Other benefits enable:

• Users to stay in the Salesforce context to access, process, and archive documents
• Users to access documents from anywhere and anytime via a web browser
• Users to work with documents using mobile devices
• Automated filing with Content Manager documents to remain connected to their Salesforce record
• Lower Content Manager licensing costs
• Less Content Manager training as it is not required for most Salesforce users
• Reduced data storage costs for companies who have a significant number of documents in Salesforce 
• Content Manager to be modernized quickly without significant cost e.g. features like Salesforce Einstein for cognitive computing or keyword extraction for complex categorization can be added
• Content Manager to become a single source of data to eliminate duplicates and improve data integrity
• Documents and metadata are to be entered only once, in either system
• Users to easily add documents - discouraging them from saving documents to a local drive
• Salesforce records to be captured in Content Manager as HTML documents
• Attachments are to be automatically filed from incoming emails

Consider this example of integration in action:

"Jane completes a website registration form and uploads a scan of her passport. She submits the form which creates a new Salesforce lead with the scan attached. In Salesforce, a rep ensures the lead is valid and then clicks the "Sync to Content Manager" button to save the passport scan to Content Manager. The Salesforce document is deleted and replaced by a link to it." 

The rep was able to be effective by remaining in Salesforce during this process - no knowledge of Content Manager was required. Jane's passport scan is now protected and tracked by robust processes not available in Salesforce. The associated metadata, provenance, version details, and other necessary lead fields were also created in Content Manager. The T4S integration makes this possible with: