Salesforce CRM Content Implementation Guide

Salesforce.com: Summer ’12

Last updated: July 28 2012
© Copyright 2000–2012 salesforce.com, inc. All rights reserved. Salesforce.com is a registered trademark of salesforce.com, inc., as are other
names and marks. Other marks appearing herein may be trademarks of their respective owners.Table of Contents
Introduction to Salesforce CRM Content.............................................................................................2
What is Salesforce CRM Content?...........................................................................................................................................2
How Do I Access Salesforce CRM Content?...........................................................................................................................3
Planning your Salesforce CRM Content Implementation......................................................................5
Setting up Salesforce CRM Content.....................................................................................................7
Creating Salesforce CRM Content Users.................................................................................................................................7
Configuring Organization Settings...........................................................................................................................................8
Creating Custom Fields.................................................................................................................................................8
Creating Content Types................................................................................................................................................9
Creating Library Permissions......................................................................................................................................10
Enabling Multilanguage Support................................................................................................................................11
Enabling Content Packs..............................................................................................................................................11
Enabling Content Deliveries.......................................................................................................................................12
Enabling Google Docs................................................................................................................................................14
Associating Content with Standard and Custom Objects...........................................................................................14
Configuring Libraries..............................................................................................................................................................15
Creating Libraries and Adding Members....................................................................................................................15
Restricting Content Types...........................................................................................................................................16
Defining Tagging Rules..............................................................................................................................................17
Enabling Salesforce CRM Content in Portals........................................................................................................................18
Enabling Salesforce CRM Content in the Customer Portal.......................................................................................19
Enabling Salesforce CRM Content in the partner portal............................................................................................21
i
Table of Contents Introduction to Salesforce CRM Content
Available in: Contact Manager, Group, Professional, Enterprise, Unlimited, and Developer Editions
With Salesforce CRM Content you can organize, share, search, and manage content within your organization and across key
areas of the Salesforce application. Content can include all file types, from traditional business documents such as Microsoft
®
PowerPoint presentations to audio files, video files, Web pages, and Google
®
 docs.
What is Salesforce CRM Content?
Salesforce CRM Content simplifies content management by incorporating user-friendly features into the following tasks:
Organizing
Rather than keep files in folders that make content difficult to find, Salesforce CRM Content stores files in fully searchable
file repositories known as libraries. Administrators can create multiple libraries based on any classification, such as
department name, job function, or team, then configure user permissions within the library to balance content access
with security. Authors assign descriptive labels called tags to help classify and organize content across libraries. You can
view a list of all content that belongs to a particular tag or filter search results based on a tag or tags. Salesforce CRM
Content also provides personal libraries, which allow users to reduce the clutter on their desktops while using
content-management benefits such as document search and version control.
Searching
The powerful Salesforce CRM Content search engine scans the entire body of the document as well as content properties
such as the title, description, tags, categorization data, and author name. You can filter searches by featured content, file
format, author, tags, libraries, or custom fields and then view the results with various levels of detail, providing an easy
way to find relevant content quickly. If Chatter is enabled for your organization, you can also filter your search results
by Chatter files. The “smart bar” graphic for downloads, comments, ratings, and subscribers allows you to compare
documents within a search result set.
Subscribing
Once a file is located, subscribing to it ensures that you receive an email notification when new versions are published
or changes are made to the file's properties. You can also subscribe to authors, tags, and libraries, thus reducing the time
spent searching for new or updated content. Notification emails will arrive real-time or once daily, depending on your
preferences.
Previewing
In Salesforce CRM Content you do not need to download a large document to determine if its content is relevant to
you. The content details page provides document details at a glance, including document title, author, description, tags,
libraries, comments, votes, versions, subscribers, and downloads. If the document is a Microsoft PowerPoint, Word,
Excel, or Adobe
®
 PDF file, you can preview the entire file in your browser without downloading it. Some Microsoft
Office 2007 features don't display correctly in previews. Copy-protected PDFs can't be previewed.
2
Introduction to Salesforce CRM ContentContributing
Uploading new or revised files in Salesforce CRM Content is fast and easy. During the upload process you choose a
library and content type for your file or Web link, write a description, assign one or more tags, and fill out any customized
fields that help categorize and define your content. Version management does not require checking files in and out,
rather, you simply upload a new version of the file and Salesforce CRM Content maintains a version list accessible from
the content details page. You can download past versions of a file and read all reason-for-change comments that an
author may have included with a new version.
Reviewing Usage and Providing Feedback
Salesforce CRM Content provides several methods for determining whether content is valuable to readers. Featuring a
piece of content increases its visibility in search results. Voting thumbs up or thumbs down on a file, Web link, or Google
doc and adding comments allow you to participate directly in content improvement. You can also see who has subscribed
to a file, link, or doc and how many times files have been downloaded. The Reports tab allows you to create standard or
custom reports on Salesforce CRM Content data. If the content delivery feature is enabled, you can send content to
colleagues, leads, and contacts and then track how often the content has been previewed or downloaded.
Sharing Content in Salesforce
Salesforce CRM Content is also integrated with leads, accounts, contacts, opportunities, cases, products, and custom
objects. If Salesforce CRM Content functionality is enabled on the Opportunity tab, for example, Salesforce CRM
Content uses the fields on the opportunity detail page to search for files that may be relevant to that opportunity. You
can drill down in the search results as needed or run your own search and then attach one or more files to the opportunity.
The most current version of the file will be available on the detail page for the life of the opportunity.
Sharing Content in Salesforce Mobile
Salesforce CRM Content is available in Salesforce Mobile. Users can share content with customers and colleagues from
the mobile application when they're away from their desks. To enable Salesforce CRM Content for the mobile application,
mobilize the content object and specify which content records are synchronized to the mobile device.
How Do I Access Salesforce CRM Content?
The sections in this guide explain how to create Salesforce CRM Content users, define administrative settings in the Setup
area, and configure libraries so contributors can begin publishing content. Licensed users can access Salesforce CRM Content
by choosing Content from the Force.com Apps drop-down list. The Salesforce CRM Content application has three tabs:
Libraries tab
Clicking the Libraries tab opens the Libraries home page where you can access your personal library, choose a specific
shared library to view or edit, analyze library usage and activity and, if applicable, create new libraries. The top of the
page has several publishing-related options with which you can publish files, Web links, and Google docs as well as
create custom content packs. See “Managing Libraries” in the online help for more information.
Content tab
Clicking the Content tab displays files, content packs, Web links, and Google docs published in your Salesforce CRM
Content libraries. If Chatter is enabled, files posted to Chatter groups and public Chatter files are also displayed on the
Content tab. The top twenty most recently modified items are listed by default. You can search for content and then
filter your results using several criteria. Click on a content item to open its content details page. See “Searching for
Content” in the online help for more information.
3
Introduction to Salesforce CRM ContentSubscriptions tab
Clicking the Subscriptions tab displays the Subscriptions home page, where you can view your Salesforce CRM Content
subscriptions and toggle them off or on. Click the Content, Tags, Authors, or Libraries subtabs to view your subscriptions.
Depending on your notification settings, you are notified of changes to your subscribed content via real-time emails or
a once-daily email. See “Viewing and Editing Content Subscriptions” in the online help for more information.
4
Introduction to Salesforce CRM ContentPlanning your Salesforce CRM Content Implementation
Before you can begin setting up Salesforce CRM Content, it is important that you consider the following questions. The
answers to these questions are necessary prerequisites to completing the tasks in this guide.
Who will have access to your Salesforce CRM Content organization?
Each user must have a Salesforce CRM Content user license and certain user permissions. See Creating Salesforce CRM
Content Users on page 7 for more information.
Note:  Customer Portal and partner portal users can have view-only access to your organization without a Salesforce
CRM Content user license. See Enabling Salesforce CRM Content in Portals on page 18 for more information.
How many libraries do you need?
Review the files you plan to store in Salesforce CRM Content to help you determine how many libraries you need and what
content belongs to each library. Users are given access to content based on their library permissions. Note that every user has
one personal library where he or she can store private or in-progress content. See Creating Libraries and Adding Members
on page 15 for more information.
What library permissions do you want to grant to different users?
A library permission is a group of privileges assigned to each Salesforce CRM Content library member. It determines which
tasks a member can perform in a particular library. The same user can have a different library permission in each of his or her
libraries. All Salesforce CRM Content organizations include three library permissions by default: Viewer, Author, and
Administrator. You can customize these library permissions or create new ones. Note that library permissions do not apply to
personal libraries; all users can save content in their personal library. See Creating Library Permissions on page 10 for more
information.
How many content types do you need?
Content types are the containers for custom fields; they determine which fields are available during the publishing process
and how the fields display on the content details page. You can create multiple content types and assign a content field to any
or all content types. For example, if sales and marketing users need to record different information about their content, you
can create Sales and Marketing content types. If you create a Related Campaign lookup field and add it to the Marketing
content type only, users who select the Sales content type during the upload process will not have the option to choose a
campaign. All organizations have a General content type. See Creating Content Types on page 9 for more information.
Do you need custom content fields?
All content types contain three default fields: Description, Tags, and Title. You can create additional fields and assign
them to one or more content types. If you want to create a field named, for example, Reviewed By, your custom content
field would be a picklist with the names of possible reviewers. See Creating Custom Fields on page 8 for more information.
Do you want to restrict the content types available in particular libraries?
If you create content types, you can choose to restrict content types to certain libraries. For example, if your sales teams use
content types that are exclusive to sales collateral, you can ensure that these content types do not appear as options when users
of the Marketing or Support libraries contribute content. See Restricting Content Types on page 16 for more information.
5
Planning your Salesforce CRM Content ImplementationWhich tagging rule do you want to apply per library?
In Salesforce CRM Content, tags are descriptive labels that help classify and organize content. Contributors can assign tags
to their files, content packs, Google docs, or Web links, thus enabling all library members to browse for content by tag. The
tagging rule in a library determines how contributors can tag content; for example, the restricted-tagging rule does not allow
contributors to create new tags. Library tagging rules are optional. By default, library contributors can enter any tag. The
tagging rule options are open tagging, guided tagging, and restricted tagging. See Defining Tagging Rules on page 17 for
more information.
Do you want to add Google docs to Salesforce CRM Content?
Including Google docs in Salesforce CRM Content allows users to access all types of content from a single location and apply
Salesforce CRM Content functionality, such as votes, comments, and subscriptions, to Google docs. To associate Google
docs with a library, the Add Google Docs to Salesforce service must be activated for your organization. See Enabling Google
Docs on page 14 for more information.
Do you want to enable content deliveries?
A content delivery allows you to easily convert documents such as Microsoft
®
 PowerPoint and Word files into an optimized
web-based version for easy online viewing. Once you create your delivery, you can send its encrypted URL to any recipient,
such as leads, customers, partners, and colleagues, and then track how often the content is viewed or downloaded. In addition
to tracking, content deliveries provide several benefits over sending files as attachments, such as giving you control over how
long the delivery is available to viewers and whether a viewer can download a file or see it online only. On the content details
page in Salesforce CRM Content, you can create a new delivery or view all the deliveries associated with that piece of content.
See Enabling Content Deliveries on page 12 for more information.
Do you want to enable multilanguage support?
You can allow users to publish, edit, and search for content in any of the Salesforce-supported languages. Users can choose a
language or publish in their personal language by default. See Enabling Multilanguage Support on page 11 for more information.
Do you want to enable content packs?
Content packs are powerful tools that help users efficiently share, customize, and reuse content. A content pack is a collection
of related documents or files that are stored as a group in Salesforce CRM Content. Any file in Salesforce CRM Content can
be added to a content pack, from traditional business documents such as Microsoft
®
 PowerPoint presentations and Adobe
®
PDF files, to audio files, video files, and Google docs. See Enabling Content Packs on page 11 for more information.
Do you want to make Salesforce CRM Content accessible from standard and custom
objects?
You can enable Salesforce CRM Content functionality for leads, accounts, contacts, opportunities, cases, products, or custom
objects by adding the Related Content related list to the appropriate page layout. From the Related Content related list, users
can search for and attach content that is relevant to the record. See Associating Content with Standard and Custom Objects
on page 14 for more information.
Do you want to enable Salesforce CRM Content in the Customer Portal and partner
portal?
You can provide portal users with different levels of access to your Salesforce CRM Content organization. See Enabling
Salesforce CRM Content in Portals on page 18 for more information.
6
Planning your Salesforce CRM Content ImplementationSetting up Salesforce CRM Content
Implementing Salesforce CRM Content for your organization includes creating licensed users, defining organization-level
settings such as content fields and content types, customizing the libraries where contributors will add and view content, and,
if applicable, enabling Salesforce CRM Content in your customer or partner portals.
For information about contributing content, see “Uploading and Publishing Content” in the online help. If you have a large
volume of content that cannot be uploaded manually, contact salesforce.com for assistance.
Creating Salesforce CRM Content Users
To create a Salesforce CRM Content user:
1. Click Your Name > Setup > Manage Users > Users.
2. Click Edit next to the user's name, and then select the Salesforce CRM Content User checkbox.
3. Optionally, select the Receive Salesforce CRM Content Emails as Alerts checkbox or the Receive
Salesforce CRM Content Alerts as Daily Digest checkbox.
If Receive Salesforce CRM Content Emails as Alerts is selected, the user receives email notifications if
activity occurs on his or her subscribed content, libraries, tags, or authors. To receive real-time email alerts, select this
checkbox and do not select the Receive Salesforce CRM Content Alerts as Daily Digest checkbox. If
Receive Salesforce CRM Content Alerts as Daily Digest is selected, the user receives a once-daily email
summary if activity occurs on his or her subscribed content, libraries, tags, or authors. Users can modify these preferences
themselves.
4. Verify that the Salesforce CRM Content user has the appropriate Salesforce CRM Content user permissions enabled:
User Permission Function Controlled
The user can create, edit, and delete libraries and edit library
membership. This administrative user permission is inclusive
of the other four Salesforce CRM Content user permissions.
Manage Salesforce CRM Content
Create Libraries The user can create Salesforce CRM Content libraries.
The user can create, edit, and delete library permissions in
Salesforce CRM Content.
Manage Content Permissions
The user can create, edit, and delete custom fields in
Salesforce CRM Content.
Manage Content Properties
The user can create, edit, and delete content types in
Salesforce CRM Content.
Manage Content Types
Note:  By default, the System Administrator user profile contains all Salesforce CRM Content user permissions.
5. When you are finished editing the user record, click Save.
7
Setting up Salesforce CRM ContentConfiguring Organization Settings
Before creating and configuring libraries in Salesforce CRM Content, complete the following optional administrative tasks.
Creating Custom Fields
User Permissions Needed
“Manage Salesforce CRM Content”
OR
“Manage Content Properties”
To create, edit, or delete custom fields:
You can create custom fields and assign them to a content type. The default fields are Description, Tags, and Title. If
you want to create a field named, for example, Reviewed By, your custom content field would be a picklist with the names
of possible reviewers.
Click Your Name > Setup > Customize > Salesforce CRM Content > Fields to create, modify, and delete Salesforce CRM
Content custom fields for categorizing and defining your content. The data assigned to these fields during upload is available
on the content details page for the life of the file. After creating custom content fields, you must assign them to a content type.
The content type determines which fields appear when a user uploads or revises files in Salesforce CRM Content.
To create a custom content field:
1. Click New in the Custom Fields & Relationships related list.
If you need to create dependent fields, see “Defining Dependent Picklists” in the online help.
2. Choose the type of field to create, and click Next.
Note:
• Some data types are only available for certain configurations. For example, the Master-Detail Relationship
option is available only for custom objects when the custom object does not already have a master-detail
relationship. Also, custom settings only allow a subset of the available data types.
• Relationship fields count towards custom field limits.
• Field types not listed in custom field types may appear if your organization installed a package from the
AppExchange that uses those custom field types.
• The Roll-Up Summary option is only available on certain objects.
• Field types correspond to API data types. For more information, see “API Data Types and API Field Types”
in the SOAP API Developer's Guide.
3. For relationship fields, choose the object that you want to associate with it.
4. Enter a field label.
The Field Name is automatically populated based on the field label you enter. This name can contain only underscores
and alphanumeric characters, and must be unique in your organization. It must begin with a letter, not include spaces, not
end with an underscore, and not contain two consecutive underscores. Use the field name for merge fields in custom links,
custom s-controls, and when referencing the field from the API. For more information, see “Guidelines for Using Merge
Fields” in the online help.
8
Setting up Salesforce CRM ContentTip:
Ensure that both the custom field name and label are not identical to the name and label of any existing standard
or custom field for that object. Identical values may result in unexpected behavior when you reference that name
in a merge field.
• If a standard field and custom field have matching names or labels, the merge field displays the value of the
custom field.
• If two custom fields have matching names or labels, the merge field may not display the value of the field you
expect.
For example, if you create a field label called Email, the field name automatically populates as Email__c. If you
also have a standard field with the label Email, the merge field may not be able to distinguish between the standard
and custom field names. Make both the custom field name and label unique by adding a character to each, such
as Email2 and Email2__c, respectively.
5. Choose the content type that should display the field as an editable field.
6. For relationship fields, choose whether to create a related list that displays information about the associated records. You
can choose to put the related list on any page layouts for that object.
To change the label of the custom related list as it will appear on the page layouts of the associated object, edit the Related
List Label.
To add the new related list to page layouts that users have already customized, check Append related list to
users’ existing personal customizations.
Creating Content Types
User Permissions Needed
“Manage Salesforce CRM Content”
OR
“Manage Content Types”
To create content types:
Content types are the containers for custom fields in Salesforce CRM Content; content types determine which fields are
available during the publishing process and how the fields display on the content details page. If multiple content types are
available in a library, users select a content type after contributing files, content packs, Google docs, or Web links. All
organizations have a General content type that contains three default fields: Description, Tags, and Title.
To create a new content type:
1. Click Your Name > Setup > Customize > Salesforce Content > Content Types.
2. Click the New button, and then optionally choose a content type to copy.
Alternatively, select an existing content type from the list of content types, and then click the Clone button.
3. Enter a name for the new content type.
4. Click Save.
9
Setting up Salesforce CRM ContentCreating Library Permissions
User Permissions Needed
“Manage Salesforce CRM Content”
OR
“Manage Content Permissions”
To create library permissions:
To create a library permission in Salesforce CRM Content, click Your Name > Setup > Customize > Salesforce CRM
Content > Library Permissions and click Add a Library Permission.
1. Assign a name to the library permission.
2. Optionally, enter a description of the library permission. If your organization has several library permissions, consider
describing each by its function or with a summary of its privileges. For example, for a “Marketing Reviewer” permission
you might include a description that reads, “Reviews all content used in outbound marketing campaigns” or “This user can
view and comment on documents.”
3. In the Permissions section, select the checkboxes that correspond to the privileges you want to grant to users with this
library permission.
Library Privilege Description
Perform any action in the library. This privilege is required
to edit the libraries' name and description, add or remove
library members, or delete a library.
Creating a new library requires the “Manage Salesforce CRM
Content” or “Create Libraries” user permissions.
Manage Library
Publish new content to the library, upload new content
versions, or restore archived (deleted) content. Content
Add Content
authors can also change any tags associated with their content
and archive or delete their own content.
Add Content on Behalf of Others Choose an author when publishing content in the library.
Archive Content Archive and restore any content in the library.
Delete any content in the library. Authors can undelete their
own content from the Recycle Bin.
Delete Content
Feature Content Identify any content in the library as “featured.”
View Comments Read comments posted to any content in the library.
Post comments to any content in the library and view all
comments in the library. Users can edit or delete their own
comments.
Add Comments
Modify Comments Edit or delete comments made to any content in the library.
10
Setting up Salesforce CRM ContentLibrary Privilege Description
Add tags when publishing content or editing content details
in the library.
Tag Content
Deliver Content Create a content delivery using any files in the library.
Make content from this library accessible in Chatter. Within
Chatter, select a file from the library and attach it to a post
or share it.
Attach or Share Content within Chatter
4. Click Save.
Enabling Multilanguage Support
User Permissions Needed
To modify Salesforce CRM Content settings: “Manage Salesforce CRM Content”
If the Enable Multilanguage search and contribute checkbox is selected on the Your Name > Setup > Customize > Salesforce
CRM Content > Settings page, a Language drop-down list is available when users publish, edit, or search for content. The
Language drop-down list contains all twenty languages that Salesforce supports.
If a user does not choose a language when publishing content, that content is associated with the user's personal language by
default. If the user's personal language setting is different from the organization's language, content published by that user is
associated with the user's language, not the organization's language.
Enabling Content Packs
User Permissions Needed
To modify Salesforce CRM Content settings: “Manage Salesforce CRM Content”
You can enable or disable the content pack features by toggling the Enable content pack creation checkbox on the
Your Name > Setup > Customize > Salesforce CRM Content > Settings page. By default, this setting is enabled in all
organizations.
When this setting is enabled, the Create New > Content Pack option displays on the Libraries tab. Also, from the content
details page, users can clone and customize these documents or create new versions. If you disable Enable content pack
creation after users in your organization have already created content packs, no content is deleted and users can continue
to modify metadata such as description, title, and custom fields. However, once content pack creation is no longer enabled,
users cannot customize or modify existing packs. Specifically, the Clone & Customize button and the Edit > Content Pack
options on the content details page is unavailable.
For more information and a description of content packs, see “Creating and Modifying Content Packs in Salesforce CRM
Content” in the online help.
11
Setting up Salesforce CRM ContentEnabling Content Deliveries
To enable or disable content deliveries for your organization:
1. Click Your Name > Setup > Customize > Content Deliveries > Settings and select or deselect the Enable content
deliveries checkbox. If you don’t have access to the Content Delivery feature, contact Salesforce Customer Support
to activate it.
2. To let users create and share links to Chatter files, click Enable Chatter file links. For more information, see
“Sharing Files via Link” in the online help.
3. To let recipients of content deliveries preview Office 2007 files:
a. Click Your Name > Setup > Customize > Salesforce CRM Content > Settings.
b. Click Enable Office 2007 previews in content.
c. Click Your Name > Setup > Customize > Content Deliveries > Settings.
d. Click Enable recipients to preview Office 2007 content deliveries.
Some Microsoft Office 2007 features don't display correctly in previews.
4. Choose a default option for content-delivery passwords. Because content-delivery URLs can be sent to leads, customers,
or any unauthenticated user, salesforce.com, inc. recommends requiring password protection if your users will send
confidential documents via content delivery. The options below allow you to select an organization-wide default for
content-delivery password protection.
• Password protection is optional and defaults to OFF—If this option is selected, users can choose to require a password
when they create a content delivery, but the Require Password to Access Content field on the create-delivery
wizard is not checked by default.
• Password protection is optional and defaults to ON—If this option is selected, the Require Password to Access
Content field on the create delivery wizard is checked by default. Users can uncheck the option if they do not want
to require a password.
• Password protection is required—If this option is selected, a password is generated each time a content delivery is
created. Users cannot opt out of the password requirement.
Note:
• If you choose to require a password, users who create a content delivery will receive a password when the delivery
is generated; users must send the password and the delivery URL to delivery recipients. Delivery recipients are
prompted for the password when they click the content delivery URL.
• Content delivery passwords display with the content-delivery URL when the delivery is created. You can also
access the password on the delivery detail page for the life of the content delivery.
When content delivery is enabled, all users should add the Content Deliveries related list to their page layouts for leads, business
accounts, contacts, opportunities, cases, campaigns, or custom objects. All Salesforce CRM Content users will see a Deliver
Content option on each content details page. For detailed instructions on creating a content delivery, see “Creating Content
Deliveries” in the online help.
Implementation Tips
• To ensure quality of service, the total number of content-delivery views allowed within a 24-hour period is limited to
20,000. Also, the amount of bandwidth allocated to content deliveries is limited to 1 GB within a 24-hour period. If a
recipient tries to view a delivery when a rate limit has been exceeded, a notification displays that asks the viewer to try again
12
Setting up Salesforce CRM Contentlater. Salesforce may be able to increase rate limits on an exception basis. For more information, contact your sales
representative.
• When you create a content delivery, Salesforce copies the original file and creates a new version of that file specifically for
online viewing. Note the following information concerning supported file types:
◊ Microsoft
®
 Office 97 through Microsoft Office 2007 Word, Excel, and PowerPoint files are supported for online views.
◊ Adobe
®
 PDF files are supported for online views, but copy-protected PDFs are not.
◊ JPG, BMP, GIF, and PNG are supported for online views.
◊ Any document over 25 MB is not supported for online views.
You can create a content delivery with any file type, but if the file type is not supported for online viewing, your recipient
can only download the document in its original file format.
• Always preview your content delivery before sending the URL to recipients. In some cases, formatting in the original file,
such as colors and non-standard fonts, may not display properly in the online version. If you are not happy with the quality
of the online version, the content delivery wizard gives you the option of making your content available for download in
its original file format.
• Content deliveries require Adobe Flash version 9.0.115. If a recipient does not have Flash installed, a download option
displays.
• Customer Portal and partner portal users cannot create content deliveries.
• Only the creator of a content delivery can delete the delivery record or edit details such as the expiration date.
• Each time a content delivery's URL is clicked, Salesforce records the click as one view and distinguishes between internal
and external views. An internal view is a view by a Salesforce user, for example, clicking the delivery URL on the delivery
detail page or the View option on the Content Deliveries related list is an internal view. The Content Deliveries related
list provides a count of all views for each delivery. Open the delivery details page to see information about a specific view.
Note:  For password-protected content deliveries, a view is recorded when the recipient clicks on the delivery URL
regardless of whether he or she enters the password and views the delivery.
• To delete a Salesforce CRM Content file that is associated with a content delivery, first delete the content delivery.
• Salesforce CRM Content users can deliver content from shared libraries or a personal library.
Best Practices
• After creating a content delivery, always preview it before sending the URL to your recipients to ensure that the formatting
in the original file displays properly in the online version. For example, colors and non-standard fonts may not display
properly in the preview player. If you are not happy with the quality of the online version, click Previous and choose to
make your content available in its original file format or as a PDF file only. Your recipients will be able to download the
file, and you can track whether the file was downloaded on the delivery detail page.
• Animation and timings in PowerPoint files are not supported in the content delivery's online version. Hyperlinks in all
file types are also unsupported. See the implementation tips for a complete list of supported file types.
• If you are a Salesforce CRM Content user and want recipients of your content delivery to always see the latest version of
a file rather than the version available on the delivery-creation date, open the delivery detail page and click Edit. Select
the Content Delivery Opens Latest Version checkbox.
• If you select Notify Me of First View or Download, you will receive an email when the content delivery is viewed
for the first time.
13
Setting up Salesforce CRM ContentEnabling Google Docs
User Permissions Needed
Activating the Add Google Docs to Salesforce service: “Customize Application”
If the Add Google Docs to Salesforce service is enabled for your organization, an Add Google Doc drop-down list on the
Libraries tab allows users to add Google documents, spreadsheets, and presentations to their Salesforce CRM Content libraries.
Note:  Before you can enable any Salesforce for Google Apps services, you must create a Google Apps account and
configure that account's domain settings at Your Name > Setup > Customize > Google Apps > Settings. For details
about these prerequisites, see “Getting Started with Salesforce and Google Apps” in the online help.
To activate or deactivate the Add Google Docs to Salesforce service:
1. Click Your Name > Setup > Google Apps > Settings.
2. Click Edit next to the Add Google Docs to Salesforce option in the Activate Google Apps Services list.
3. Select or deselect the Activate checkbox.
4. If you are activating the Add Google Docs to Salesforce service, read the Terms of Use and select the checkbox indicating
you agree to the Terms of Use.
5. Click Save.
For information about using Google Docs with Salesforce CRM Content, see “Contributing Google Docs to Salesforce CRM
Content” in the online help.
Associating Content with Standard and Custom Objects
The Related Content related list allows users to search for content in Salesforce CRM Content and attach it to leads, accounts,
contacts, opportunities, products, cases, and custom objects. To use the related list, each user must add it to his or her page
layouts for these objects. For instructions on modifying page layouts, see “Customizing Page Layouts” in the online help.
To search for content using the Related Content related list:
1. Click Find Content or Search All. In both cases, Salesforce CRM Content searches within the libraries that you have
access to. If you click Search All, the search results display all the content in your libraries. For the Find Content search,
your search results contain content that is relevant to the record; Salesforce CRM Content searches for content with text
or attributes that match the following fields:
• On an opportunity, the Opportunity Name, Account Name, and all competitors and products.
• On an account, the Account Name and Industry.
• On a case, the Case Reason, Subject, Account Name, and Industry.
• On a lead, the Name, Company, Industry, and Title.
Note:  On a custom object, clicking Find Content returns search results that contain the full custom object name
in the document's text or attributes. If no content meets this criterion, the search results will be empty and a Search
All search should be used instead.
2. On the search results page, filter your results as needed by entering search terms or selecting filter criteria from the sidebar.
3. Click Attach for any file that you want to attach to the record.
14
Setting up Salesforce CRM Content4. Click the Back link to return to the detail page.
Configuring Libraries
After completing the tasks in Configuring Organization Settings on page 8, you can create libraries and customize them by
restricting content types or selecting a tagging model.
Creating Libraries and Adding Members
User Permissions Needed
“Manage Salesforce CRM Content”
OR
“Create Libraries”
To create libraries:
“Manage Salesforce CRM Content”
OR
Manage Library checked in your library permission
definition
To add members to a library:
“Manage Salesforce CRM Content”
OR
Manage Library checked in your library permission
definition
To assign library permissions to members:
Adding a new library in Salesforce CRM Content includes creating the library name and description, adding members to the
library, and assigning library permissions that determine each member's privileges within the library. The maximum number
of libraries allowed in a single organization is 2,000.
Step 1: Creating a New Library
1. Click New in the My Libraries section of the Libraries tab home page.
2. Enter a name for the library. Each library in your organization must have a unique name.
3. Optionally, enter a description for the library.
4. Click the Save and Add Members button or, if you want to add members later, click the Save and Close button.
Step 2: Adding Library Members
1. If you do not immediately see the member you want to add, enter keywords in the search box and click Find.
2. Select members from the Available Members box. Members can include individual Salesforce CRM Content users or
public groups containing Salesforce CRM Content users.
15
Setting up Salesforce CRM ContentTip:  If you have a large number of Salesforce CRM Content users, create a public group and add the group to a
library rather than adding users to the library individually.
3. Click Add to add the members to the library.
4. Click Next.
Step 3: Assigning Library Permissions to Members
Select a library permission for each user or public group and click Save. For more information, see “Managing Library
Permissions” in the online help.
Restricting Content Types
User Permissions Needed
“Manage Content Types”
OR
“Manage Salesforce CRM Content”
To restrict content types:
Content types are the containers for custom fields in Salesforce CRM Content; content types determine which fields are
available during the publishing process and how the fields display on the content details page. If multiple content types are
available in a library, users select a content type after contributing files, content packs, Google docs, or Web links. Administrators
can create content types in Setup and then choose which content types are available in a particular library. Administrators can
also choose the default content type for a library.
To restrict the content types available in a library:
1. On the Libraries tab, select a library from the My Libraries area.
2. Click Content Types.
3. Optionally, change the default content type for the library.
4. Select the Restrict the content types available in the library checkbox.
5. Select one or both of the following options:
• Allow content with any content type to be linked to this library—Select this option if you
want to enable content published in other libraries to be shared to the library where you have restricted content types.
The content in other libraries can be shared regardless of the content types used.
• Do not apply content type restrictions to existing content—Select this option if you do not want
to receive warnings regarding existing content in the library. You will not be alerted if existing content uses content
types that you exclude from the library. This option refers to notifications only; existing content is not affected by
restricted content types.
6. For each content type that you want to allow in the library, move it from the Available Content Types list to the Selected
Content Types list.
7. Click Save.
16
Setting up Salesforce CRM ContentNotes on Restricting Content Types
• If the library already contains published content, selecting the Restrict the content types available in the
library option automatically moves all the content types used by the published content to the Selected Content Types
list.
• Deselecting the Restrict the content types available in the library option automatically moves any
content types in the Selected Content Types list to the Available Content Types list.
• If you restrict content types, the default content type must be added to the Selected Content Types list.
• When changing a file's managing library, the file's content type must be permitted in the new managing library.
• When sharing a file into a library, the file's content type must be permitted in the shared library unless the Allow content
with any content type to be linked to this library option is selected for the shared library.
Defining Tagging Rules
User Permissions Needed
“Manage Salesforce CRM Content”
OR
Manage Libraries checked in your library permission
definition
To assign a tagging rule to a library:
In Salesforce CRM Content, tags are descriptive labels that help classify and organize content. Contributors can assign tags
to their files, content packs, Google docs, or Web links, thus enabling all library members to browse for content by tag. The
tagging rule in a library determines how contributors can tag content; for example, the restricted-tagging rule does not allow
contributors to create new tags. Library tagging rules are optional. By default, library contributors can enter any tag.
To assign a tagging rule to a library:
1. On the Libraries tab, select a library from the My Libraries area.
2. Click Tagging Rules and choose one of the following options:
Library Tagging Rule Description
This rule places no restrictions on tagging. Contributors can
enter any tag when publishing or editing content. While a
Open Tagging
tag is typed, Salesforce CRM Content autosuggests tags
based on the contributor's recently used tags and the Popular
Tags list.
This rule also enables contributors to enter any tag when
publishing or editing content, but contributors are also
Guided Tagging
offered a list of suggested tags. If you select Guided Tagging,
the next step prompts you to enter the suggested tags that
you want to recommend to library contributors.
This rule requires contributors to choose from the list of
suggested tags. If you select Restricted Tagging, the next
step prompts you to enter the list of suggested tags.
Restricted Tagging
17
Setting up Salesforce CRM Content3. If you chose Guided Tagging or Restricted Tagging, click the link for auto-populating the Suggested Tags field and
then edit, add, or remove tags as needed. If you do not auto-populate the Suggested Tags field, any new tags you enter
in the field are added to the existing list of suggested tags in the library.
4. Click Save.
Notes on Library Tagging Rules
• Open Tagging is the default tagging rule.
• If you publish, share, or move content to a library that uses restricted tags, you will receive an error if your content contains
unsupported tags.
• When you share content from one library to another, the most restrictive tagging rule applies. For example:
◊ When content is shared between a restricted-tagging library and a guided- or restricted-tagging library, you can only
choose tags that are common to both libraries.
◊ When content is shared between an open tagging library and a restricted-tagging library, you can only choose tags
suggested in the restricted-tagging library.
• If a restricted tagging rule is applied after content has already been published in the library and the existing content contains
tags that are no longer permitted by the rule, the tags remain assigned to the content until it is edited or revised. For
example, if the Q3Forecast document has a market indicators tag and market indicators is not a suggested
tag according to the new restricted-tagging rule, market indicators is removed from Q3Forecast only when a user
publishes a new version of the file or edits the file's tags on the content details page.
• Avoid using too many tags. The search engine helps users find specific content, whereas tags enable users to browse and
subscribe. Therefore, excessive tagging creates unnecessary clutter.
• You can't change or delete tag names. You can remove tags from a document, but that doesn't delete the tag.
• Tags are case insensitive. You can't have two tags with the same name even if they use different upper and lowercase letters.
The case of the original tag is always used.
Enabling Salesforce CRM Content in Portals
Salesforce CRM Content is available in the Customer Portal and partner portal. Two levels of access to Salesforce CRM
Content can be granted to portal users:
• Portal users without a Salesforce CRM Content feature license can download, rate, comment on, and subscribe to content
if they have the “View Content on Portals” user permission. They cannot view potentially sensitive data such as user names
and download, version, and subscriber history. The content delivery feature is not available to portal users.
• Portal users with a Salesforce CRM Content feature license can access all Salesforce CRM Content features granted by
their library permission(s), including contributing content, moving and sharing content among libraries, and deleting
content. They can also view Salesforce CRM Content reports. The content delivery feature is not available to portal users.
18
Setting up Salesforce CRM ContentEnabling Salesforce CRM Content in the Customer Portal
User Permissions Needed
To set up and update the Customer Portal: “Customize Application”
To create and edit profiles: “Manage Users”
To manage Customer Portal users: “Edit Self-Service Users”
“Manage Salesforce CRM Content” OR
“Manage Content Permissions”
To create Salesforce CRM Content library permissions:
“Manage Salesforce CRM Content”
OR
Manage Library checked in your library permission
definition
To add users to a Salesforce CRM Content library:
Before enabling Salesforce CRM Content in the Customer Portal, you must create and enable a Customer Portal. For
instructions, see “Setting Up Your Customer Portal” in the online help.
Enable Salesforce CRM Content for Non-Licensed Users
After you have enabled your Customer Portal, complete the following steps to enable Salesforce CRM Content in your portals.
Use these steps if you have not purchased Salesforce CRM Content feature licenses for your portal users.
1. Update Customer Portal profiles:
a. Clone the Customer Portal User or Customer Portal Manager profile.
b. In the cloned profiles, add the “View Content in Portals” user permission.
c. Change the tab visibility for the Libraries, Content, and Subscriptions tabs from Tab Hidden to Default On.
d. Assign the cloned profiles to your Customer Portal users.
2. Determine what privileges your portal users will have in each Salesforce CRM Content library by creating one or more
library permissions.
Note:  A library permission can only grant privileges that a user's feature license or profile permits. For example,
even though Tag Content is a library permission option, selecting it does not allow portal users without a Salesforce
CRM Content feature license to tag content.
3. Determine which libraries you want your portal users to have access to. Ensure that confidential content is not available
in these libraries.
4. Add portal users to libraries. Portal users with the Customer Portal User profile or a clone of that profile can only be added
to a library as part of a public group. Portal users with the Customer Portal Manager profile or a clone of that profile can
be added to a library individually.
5. Add the Salesforce CRM Content tabs to each Customer Portal.
Note:  The Documents tab is not part of Salesforce CRM Content.
19
Setting up Salesforce CRM ContentEnable Salesforce CRM Content for Licensed Users
After you have enabled your Customer Portal, complete the following steps to enable Salesforce CRM Content in your portals.
Use these steps if you have purchased Salesforce CRM Content feature licenses for your portal users
1. Update Customer Portal profiles:
a. Optionally, clone the Customer Portal User and Customer Portal Manager profile to include the “Create Libraries”
user permission if you want to allow portal users to create and administer new libraries.
b. In your standard or cloned Customer Portal profiles, change the tab visibility for the Libraries, Content, and Subscriptions
tabs from Tab Hidden to Default On.
c. Assign the cloned profiles to your Customer Portal users as needed.
2. Select the Salesforce CRM Content User checkbox on the user detail page for each Customer Portal user.
3. Determine what privileges your portal users will have in each Salesforce CRM Content library by creating one or more
library permissions.
Note:  A library permission can only grant privileges that a user's feature license or profile permits. For example,
even though Tag Content is a library permission option, selecting it does not allow portal users without a Salesforce
CRM Content feature license to tag content.
4. Determine which libraries you want your portal users to have access to. Ensure that confidential content is not available
in these libraries.
5. Add portal users to libraries. Portal users with the Customer Portal User profile or a clone of that profile can only be added
to a library as part of a public group. Portal users with the Customer Portal Manager profile or a clone of that profile can
be added to a library individually.
6. Add the Salesforce CRM Content tabs to each Customer Portal.
Note:  The Documents tab is not part of Salesforce CRM Content.
20
Setting up Salesforce CRM ContentEnabling Salesforce CRM Content in the partner portal
User Permissions Needed
To set up and update the partner portal: “Customize Application”
To create and edit profiles: “Manage Users”
To manage partner portal users: “Manage Partners”
“Manage Salesforce CRM Content”
OR
“Manage Content Permissions”
To create Salesforce CRM Content library permissions:
“Manage Salesforce CRM Content”
OR
Manage Library checked in your library permission
definition
To add users to a Salesforce CRM Content library:
Before enabling Salesforce CRM Content in the partner portal, you must create and enable a partner portal. For instructions,
see “Setting Up Your Partner Portal” in the online help.
Enable Salesforce CRM Content for Non-Licensed Users
After you have enabled the partner portal, complete the following steps to enable Salesforce CRM Content in your portals.
Use these steps if you have not purchased Salesforce CRM Content feature licenses for your portal users.
1. Update your cloned Partner User profiles:
a. Include the “View Content on Portals” user permission.
b. Change the tab visibility for the Libraries, Content, and Subscriptions tabs from Tab Hidden to Default On.
c. Assign the updated profile to partner portal users as needed.
2. Determine what privileges your portal users will have in each Salesforce CRM Content library by creating one or more
library permissions.
Note:  A library permission can only grant privileges that a user's feature license or profile permits. For example,
even though Tag Content is a library permission option, selecting it does not allow portal users without a Salesforce
CRM Content feature license to tag content.
3. Determine which libraries you want your portal users to have access to. Ensure that confidential content is not available
in these libraries.
4. Add portal users to libraries. Portal users with the Partner User profile or a clone of that profile can only be added to a
library as part of a public group.
5. Add the Salesforce CRM Content tabs to each partner portal.
Note:  The Documents tab is not part of Salesforce CRM Content.
21
Setting up Salesforce CRM ContentEnable Salesforce CRM Content for Licensed Users
After you have enabled the partner portal, complete the following steps to enable Salesforce CRM Content in your portals.
Use these steps if you have purchased Salesforce CRM Content feature licenses for your portal users.
1. Update your cloned Partner User profiles:
a. Optionally, add the “Create Libraries” user permission if you want to allow portal users to create and administer new
libraries.
b. Change the tab visibility for the Libraries, Content, and Subscriptions tabs from Tab Hidden to Default On.
c. Assign the updated profile to partner portal users as needed. For more information, see “Viewing and Managing Users”
in the online help.
2. Select the Salesforce CRM Content User checkbox on the user detail page for each partner portal user.
3. Determine what privileges your portal users will have in each Salesforce CRM Content library by creating one or more
library permissions.
Note:  A library permission can only grant privileges that a user's feature license or profile permits. For example,
even though Tag Content is a library permission option, selecting it does not allow portal users without a Salesforce
CRM Content feature license to tag content.
4. Determine which libraries you want your portal users to have access to. Ensure that confidential content is not available
in these libraries.
5. Add portal users to libraries. Portal users with the Partner User profile or a clone of that profile can only be added to a
library as part of a public group.
6. Add the Salesforce CRM Content tabs to each partner portal.
Note:  The Documents tab is not part of Salesforce CRM Content.
22
Setting up Salesforce CRM Content


Source: http://login.salesforce.com/help/doc/en/salesforce_content_implementation_guide.pdf