Business 360 Online - Product concepts and features

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1 Business 360 Online - Product concepts and features Version November 2014 Business 360 Online from Software Innovation is a cloud-based tool for information management. It helps you to work smarter with what you know, making information your company s most valuable asset. This white paper explains the concepts and features that make Business 360 Online much more than just a document management system. Software Innovation

2 Contents 1 Introduction Business 360 Online more than a document management system Built on the Microsoft Azure cloud platform Integration with Microsoft Office and Outlook Powerful document management capabilities Structuring documents and information using metadata The 360 object model Document classes Shared and Private Using metadata to classify Documents Security The business 360 online web client The home page Recently visited objects The desktops My Documents My Contacts My Projects My Cases My Meetings Contracts and Policies The Estate object How to pin objects and access these objects on a desktop How to share links using the share function How to share using #tags How to send documents for review or approval The extended search form creating new favorites and web parts A few simple usage scenarios Project collaboration and documentation Value Proposition Project Collaboration and Documentation Software Innovation 2014 Page 2 of 34

3 3.2 Managing contacts Value Proposition Contact management Case management Value Proposition Case management Supporting a legal department Value Proposition Supporting a Legal department HR and personnel cases Value Proposition HR and Personnel Cases Managing contracts and agreements Value Proposition Contract Management - procurement and bids Policy documents Value Proposition Handling Policy Documents and Procedures Further reading Appendix Standard document profiles Private Document Shared Documents Configuring business 360 online Creating new queries, views and webparts Creating new progress plans Creating new desktops Using the Web Admin tool to configure the system Software Innovation 2014 Page 3 of 34

4 1 Introduction Business 360 Online is deeply integrated with Microsoft applications, so high quality information management (IM) easily becomes part of your daily routine using Office and Outlook, either on the desktop or with Office 365. Business 360 Online is built around a data model that organizes your information so it s easy to find even when you don t know what you are looking for. 1.1 Business 360 Online more than a document management system This data model consists of six object types derived from many years of best-practice IM experience. It supports functionality that makes Business 360 Online far more than a traditional document management system. Every object has its own metadata, allowing objects to be linked in many ways. For example a Contact s history shows which Documents she has used, and a particular Document in her list may be connected to a Project, which in turn has to a set of properties and might be connected to a set of other Contacts. Using structures like this, Business 360 Online can be used to support many types of processes including case management, simple CRM, project centric collaboration, and much more. See section 5 for some examples. Business 360 Online also provides meeting management features for handling formal meetings in boards or committees. 1.2 Built on the Microsoft Azure cloud platform Business 360 Online is built on Microsoft technologies and is tightly integrated with Microsoft Office 365 (or Office on the desktop) including Outlook. Its web client is built on SharePoint Foundation 2013 thus supporting all features of that collaboration platform. Business 360 Online is hosted in the Microsoft Azure cloud environment ensuring worry-free IT, optimal performance and availability. Users need only a browser to use Business 360 Online, except for a small local program for Microsoft Office integration. Mobile Apps for Apple ios and Windows 8.1 are supported. Software Innovation 2014 Page 4 of 34

5 1.3 Integration with Microsoft Office and Outlook Many users interact with Business 360 Online mostly through Office and Outlook. Business 360 Online can be accessed directly from Microsoft Office through a dedicated ribbon allowing you to find, open, create and save documents in Business 360 Online. Office templates are integrated so that metadata from Business 360 Online can automatically be inserted into new files. Using a side panel in Outlook you can easily drag and drop s or appointments and even files for storage Business 360 Online. Metadata and attachments are automatically extracted from the s, and their addresses are used to connect them and their attachments to Contacts in the Business 360 Online repository, so all correspondence is kept as one single copy, linked to all parties involved. Files from Windows Explorer can similarly be dragged and dropped into Business 360 Online. Software Innovation 2014 Page 5 of 34

6 The Outlook sidebar can also be used for navigating in the Business 360 Online repository, to link to objects in new outgoing s or to create new files using Office templates. Basic workflow tasks from Business 360 Online can also be performed without leaving the Outlook client. 1.4 Powerful document management capabilities Business 360 Online is powerful Document management system including features like: Check-out and check-in of files, i.e. lock files for update by other users Automatic generation of new file versions Full audit trail and update history (even views can be logged) Integrated templates i.e. providing merge of metadata into Document templates Document number generation Advanced access control automatic generation of access matrixes based on up to three metadata tags, as well as manually edited accessibility Support for revisions (i.e. handling several files as one single unit, main and attachments) Support for variants (i.e. storing the same file in separate file formats) 1.5 Structuring documents and information using metadata The 360 object model Business 360 Online is built around a structured set of object types: This means that e.g. a Document can be found through its own metadata and taxonomy, and also via the objects it s linked to e.g. a Case, a Project, or a Contact. In Business 360 Online a file is given its metadata through its parent Document. One Document can relate to several files, treating them as one single unit (e.g. a main file with several attachments). Document have one of several classes, with each class having its own metadata set, its own business rules (e.g. mandatory metadata) and access control rules Document classes Shared and Private In Business 360 Online there are two predefined classes of Documents: Private and Shared. Software Innovation 2014 Page 6 of 34

7 A Private Document is the users own document, but can be opened for access to other users or copied/ moved into being a Shared Document. Shared Documents are meant for sharing with others, and are related to one or more of the 360 objects like Case, Project, Contact etc. A Shared Document might go through a lifecycle from creation through preparation, review and approval, into a final status. Some Shared Documents may also end up as records (Business 360 Online offers a separate Records Management module compliant with international and local standards) You can read more about which metadata are automatically set, mandatory and optional in the appendix. Software Innovation 2014 Page 7 of 34

8 1.5.3 Using metadata to classify Documents In addition to relating Documents to object types a Document are classified by basic metadata, like title, date, category as, as well by using #tags and keywords. Predefined Keywords can be used, like reports, minutes, presentations, data sheets or whatever is important for the organization. Several keywords can be applied to the same Document or Case, and an unlimited number of standard keywords can be predefined. #tags are defined by each user, depending on current needs. 1.6 Security Information in Business 360 Online is subject to user access control. Each object can be assigned an access control matrix defining which users, user groups or roles can view, edit or create the object. Business 360 Online is unique in its ability to automatically create dynamic access control matrixes for an object based on its metadata. Business 360 Online user authentication is fully integrated with Microsoft authentication methods including Active Directory Federation Services and Office 365. For customers who cannot use either of these options, Microsoft Account is a simple and free alternative. Business 360 Online supports claims based two-factor authentication procedures. All communication from client to server is encrypted using TLS, and items stored in the cloud repository are AES-256 encrypted for enhanced content security. More details about data security in Business 360 Online is available in a separate whitepaper. Software Innovation 2014 Page 8 of 34

9 2 The business 360 online web client The Business 360 Online web client is built on Microsoft SharePoint. It comes with a predefined setup of lists, web parts, and menus, but authorized users can configure the interface to specific needs by creating new views, standard queries and desktops. 2.1 The home page The home page gives fast access to relevant lists, functions and desktops in Business 360. Top right corner is a global search which acts on the complete 360 object model, its metadata, and even the contents of files in the repository. Menus on the left offer shortcuts to recently visited objects and to predefined desktops for different user processes. The work area includes an overview of your assigned tasks and reminders, and your list of pinned objects. There are also web parts showing objects that others have shared with you, and trending topics the most popular #tags in the system. In addition there are web parts for easy browsing for Documents using selected metadata like keywords, document types etc. Using the top menu line you can make advanced queries, create new objects, and administer the system. Available commands will vary according to your role. Software Innovation 2014 Page 9 of 34

10 2.1.1 Recently visited objects Any time you access an object in Business 360 Online it will automatically be put into one of your recently visited lists. A recently visited list thus gives you a quick access to currently relevant objects. 2.2 The desktops A Business 360 Online desktop is a predefined set of web parts focused on a particular role or business process e.g. My Projects. Data presented in each users desktop is determined by access control. Admin users can create and edit personal or shared desktops My Documents The My Documents desktop gives you direct access to all Documents you are responsible for: Shared Documents that have not been finalized and Private Documents. Any files you have checked out for editing are also found here. Note that you can sort and filter each web part/list using drop down menus in all lists. Objects can be viewed or edited directly from any list just by clicking on the title. To access an object s metadata, click on the Doc.No column. When you are working in the My Documents desktop you will create new Documents using the top menu New/Document, as you have no specific object relation in this context My Contacts Business 360 Online supports a full contact relationship data model for handling external and internal contacts comparable with a full xrm/crm system. In Business 360 Online you can register information about external companies, their subsidiaries, departments and contact people as well as information about private individuals. The Contact register is also used to describe your internal organization; by defining roles and relationships between Contacts a sophisticated relationship management system can be defined. Software Innovation 2014 Page 10 of 34

11 The My Contacts desktop is meant as a starting point for users with responsibility for external companies or subsidiaries, e.g. a sales rep, a support person, or a purchaser. Responsibility for a company is defined by adding an individual with role Responsible to the company s Contact card: By clicking on the radio button to the left in the list of the My Contacts web part its related Documents and planned/done activities are shown under and to the right. To create a new Document and connect it to the selected Contact you can use the New Document command in the Contact Document list. Incoming s related to the Contact can be drag and dropped onto a similar list in the 360 Outlook side-panel. To add a planned task to the selected Contact you use the New Activity command in the Contact Activity list to the right. Here you can also create new appointments; 360 will start Outlook to do this. Software Innovation 2014 Page 11 of 34

12 All objects related to a Contact are found by clicking on the Contact name. The detail page will then be displayed: My Projects In Business 360 Online you can easily manage information related to an organization s Projects. With the Project register you can create Projects and sub Projects, relate Projects to Contacts and Estates, and connect Documents and tasks to them. By using the Project register, employees can share information and Documents and collaborate wherever they are using Business 360 Online. The My Projects desktop gives an immediate overview of current Projects, i.e. the open Projects you are related to either as Responsible, Project Owner or Project Member: Software Innovation 2014 Page 12 of 34

13 The My Projects desktop looks like this: By selecting the radio button to the left in the My Project list the Project s Documents will be listed in the Project Documents list below. You can also use this web part to create new Documents for the Project. Business 360 Online supports integrated Document templates, for instance to ensure that Project Documents are produced according to the organization s policies. The Project Browser to the right can be used to browse through all or specific Project hierarchies in 360. As illustrated the tree view will give you an overview of Projects, sub Projects, Documents and their attached files. By clicking on each object a detail view will be shown or the file presented in its associated tool. A progress plan can also be connected to a project to support simple deadline management as well as tasks and checklists My Cases Business 360 Online supports various Case management scenarios, like legal proceedings or complaints management, or you can use the Case folders as employee files or to collect all documents related to a specific matter. The My Cases desktop is the natural starting point for working with open Cases, i.e. the Cases you are connected to as responsible person or as coworker. Software Innovation 2014 Page 13 of 34

14 The My Cases desktop looks like this: By selecting the radio button to the left in the My Cases list the Documents in the Case folder will be listed in the Documents list below. You can use this web part to create new Documents in the Case. The list of activities to the right will present the current open activities planned for the Case. 360 Progress Plans allow you to define simple processes for a Case or a Project. A Progress Plan could be similar to a checklist, or could include a planned set of phases, with subtasks, responsibilities and decision points. A progress plan is defined in the 360 web client like this: Software Innovation 2014 Page 14 of 34

15 A note on access control for Case folders and its Documents When creating a new Case with an access group, all Documents in the Case will inherit its access control. Authorized members of the group can manually give access to other users, groups or roles, either to the complete Case, or to individual Documents My Meetings The Business 360 Online Meeting management module is used to plan, prepare, execute and document formal meetings in committees, boards or other decision making bodies in the organization. You can define groups, plan meetings, prepare Cases and Documents for discussion, document all decisions and send out meeting minutes using this module. In this way you can ensure that all meetings and decisions are documented and accessible for all authorized personnel in the organization. You can also use the system to follow up on decisions made. The My Meetings desktop shows all your planned meetings - either as organizer or an attendant. As an authorized member of a meeting you can add new points to the agenda, prepare files, document decisions, and create a meeting summary. Appointment requests to all members can be sent out via Microsoft Outlook with a link to the meeting in 360. Software Innovation 2014 Page 15 of 34

16 2.2.6 Contracts and Policies The desktop for Contracts and Policies gives you an overview of important information in your department or organization e.g. contracts and official policies By selecting the radio button in the Contracts list all related Document files as well as reminders or other planned activities are listed below. In this way it s easy to get an overview of all attachments of a contract, or to follow up on due dates or other salient events. Connecting a Document to several Contacts with different roles gives an overview of contract parties, internal and external responsible persons etc. Using the 360 object model, it s also possible to connect a contract to e.g. a delivery Project or an Estate. During the negotiation phase or for preparing a tender you can use a Case folder to collect Documents and other information created during the process. A new revision of a contract or a policy Document are easily created by using the Save As command for a given Document. All metadata and related files and attachments can then be copied to a new Document card. In this way you can draft a new revision of a contract and finally make it current by setting its status to finalized. When a contract or a policy Document is no longer valid you just change its status from finalized to void and it will disappear from the list of valid Documents. Access to contracts can easily be restricted with access control. Software Innovation 2014 Page 16 of 34

17 2.3 The Estate object The standard Estate object in Business 360 Online makes it possible to relate Documents, Projects or Cases to a property. An Estate is described by its address (or co-ordinates) and can be divided into sub-estates. The Estate object can also be presented in a map with a simple integration, for example with Bing maps: 2.4 How to pin objects and access these objects on a desktop Users can pin any object in Business 360 Online. Pinned objects will be displayed on the user s home page, making them easily accessible. The list of pinned objects thus give you a shortcut to objects you currently want to follow. You can pin any object using the icon on all object details views in the system. All your pinned objects can then be structured into folders in a web part on your desktops: Objects can be unpinned from the user s home page. Software Innovation 2014 Page 17 of 34

18 2.5 How to share links using the share function You can generate hyperlinks to objects in the 360 repository and send them by mail or via social channels like Yammer for easy access by others. Inside 360 you are also able to share objects with other users, making a link available directly on their home page. You use the share icon, select recipients, and optionally send a note to them through this dialog: Recipients will see a link to the shared object presented on their desktop: They can now either open, pin or delete the object from their list. Share allows you to collaborate and communicate around objects while keeping the original updated and in one place. 2.6 How to share using #tags All Business 360 Online objects can have one or several user-defined #tags. You can thus tag objects with user-defined topics, in addition to the controlled set of keywords and metadata. You can enter #tags for an object either directly in its title, or in the note field when sharing. The #tags will automatically be removed from the object titles, but kept in the database as links. The end users can follow topics in the system using a web part: Software Innovation 2014 Page 18 of 34

19 You can display the most used #tags, the latest used #tags or search for a specific #tag. For each tag displayed you can see a link to the objects in question. The link opens up the object detail form, or for a file, opens the file. 2.7 How to send documents for review or approval Any Document in Business 360 Online can be sent on a workflow for review or approval by others. Workflows can execute sequentially or in parallel. All users invited into the process will be able to read and update the Documents attached. The changes made will be stored as new versions of the Document in the repository. Workflow tasks will be presented on the user s home page in 360 and an alert will be sent by . Workflow tasks can also be handled using the 360 Outlook sidebar. This provides significant control and traceability of review processes, useful in compliance situations. Software Innovation 2014 Page 19 of 34

20 2.8 The extended search form creating new favorites and web parts The extended search form in Business 360 Online is accessed from the menu at the top of the home screen. It supports a multi-field search with Boolean operators. Search criteria can be stored as a favorite search, thus predefining queries for other users. Using the extended search form you can also define new result views, by selecting columns and sort order, to make different reports for selected objects. A Favorite and a default result view can be attached to a web part, and by placing this web part on a user s desktop you can present dynamic lists of updated objects from the Business 360 Online repositories for your users. Software Innovation 2014 Page 20 of 34

21 3 A few simple usage scenarios 3.1 Project collaboration and documentation Value Proposition Using Business 360 Online Project, Contacts and Document objects can make your Project management more transparent and collaborative Project Collaboration and Documentation In 360 you can build Project structures with main Projects and sub-projects. You can relate each one to several internal and external Contacts with different roles, and you can apply different integrated file templates to create Project documentation. To simplify retrieval of Project Documents just tag them with predefined keywords according to your chosen Project taxonomy. Use 360 tasks and activities to define important due dates and reminders for the Project. Use the Meeting Manager to plan and execute formal internal and external Project meetings like steering groups Project members use their My Project desktop to produce Project documentation, and use the Project Browser to scan through Projects, sub-projects and Documents using a tree view navigator. In addition you can use progress plans to schedule and follow up on tasks and milestones in the Project Software Innovation 2014 Page 21 of 34

22 3.2 Managing contacts Value Proposition Business 360 Online lets you easily handle external contacts and manage client relationships Contact management You can register external companies and their subsidiaries and contact persons, as well as private persons in Business 360, along with their interrelationships and relevant detail information. When connecting these Contacts to Documents, Cases or Projects you will automatically build a complete single view of all relations, correspondence and activities against your external Contacts creating a single view of information for your customer, partner or other stakeholder. Software Innovation 2014 Page 22 of 34

23 3.3 Case management Value Proposition You can easily get a case overview and use accumulated information to take action and follow up progress Case management Business 360 Online includes a number of important capabilities for case management. Case folder: all relevant Case information, such as Case description, Office files, s, related Contacts, completed task lists, are all grouped into a Case folder. Integrated document production: Users can produce Office files while working on a Case, automatically complying with company standard templates, stored in the Case within the shared repository. management: The possibility to drag and drop s directly onto a Case folder ensures that all external correspondence can easily be captured. Process and workflow support: Progress plans (see section 4.2.4) can help employees manage Cases using standard procedures, and give managers an overview of Case processing times and deadlines. Software Innovation 2014 Page 23 of 34

24 3.4 Supporting a legal department Value Proposition Be effective by having easy access to case folders, contracts, client correspondence at any time. Capture and relate client correspondence, s and other information like appointments to case files directly from Microsoft Office. Easily share information and folders with other colleagues. Minimize risk by having all information in a secure common repository. Get one single overview of relations to all clients Supporting a Legal department The Case, Contact and Document management functionality, combined with tight Outlook and Office integration make Business 360 Online a valuable tool for legal teams. Create new Case folders and relate to external parties when handling legal matters. Drag and drop e- mails into Case folders or external Contacts. Use the task manager to make plans or set due dates and reminders that appear in Outlook 3.5 HR and personnel cases Value Proposition The access control system of Business 360 Online makes it possible to handle personnel files securely HR and Personnel Cases Authorized users can use a 360 Case to create a personnel folder per employee, with controls to restrict access to the folder and its contents. Set up and use keywords to differentiate types of files in the folder, like CV, employee contract, etc. Authorized users can drag and drop s and scanned files directly into the personnel folder. When new Documents are added to the folder, each will automatically inherit the folder s access control, keeping them accessible only for authorized personnel. To give access to a specific Document to another person you can simply add the user to the access matrix of the selected Document. It s even possible to give manual access to a complete Case folder in one operation. 3.6 Managing contracts and agreements Value Proposition Having control over contracts enables an organization to keep track on expiration dates and content, which is important when following up contractual compliance issues and negotiations for renewal/ termination. Software Innovation 2014 Page 24 of 34

25 3.6.2 Contract Management - procurement and bids Business 360 Online can be used as a simple tool to make valid contracts available to the right people in your organization. Its rich functionality can also support more advanced contract management processes - from bid preparations, through negotiations and correspondence with potential bidders as well as tracking contacts at contract parties, and following up on revision dates or changes during the contract period. To support preparations of bids or proposals, use the built-in integrated Office template functionality and phrase library available in Word. Keep all Documents belonging to bid or proposal in the same Case or Project folder to give a quick overview and maintain relations between Documents. Store several files in one single Document to handle the main file (contract or bid) with all attachments together in one place. During negotiations keep all correspondence per bidder in separate Case or sub-project folder. Software Innovation 2014 Page 25 of 34

26 Create new revisions of formal Documents by creating new copies using the Save As command. Workflows can be used for internal reviews and approvals during the process. The Documents can easily be attached as Case files in formal meetings planned and arranged using the Meeting Management functionality. Store the final contract Documents as contracts scanned or stored as signed PDF files. Relate them to external contract parties and contacts as well as internal responsible persons using the Contact functionality, and/ or to an Estate object if relevant for the contract. Add reminders and due dates to the contract Document for automatic alerts. In the contract period you can handle changes or complaints using 360 Document, task, and Case management functionality. In summary: by using the 360 object types of Project, Case, Contact and Estate, you can build up an integrated information management system around your contract Documents, giving you a complete overview of the contract s history as well as the current internal and internal relations around it. If you are a vendor, you can use the contract and background information during implementation Projects and the support period. You will always have the valid contract, the external Contact persons and all milestones and correspondence easily available. 3.7 Policy documents Value Proposition Current and easily available policy documents reduce the risks of compliance incidents connected to lack of information. They also help regulate business relationships to vendors and customers. Software Innovation 2014 Page 26 of 34

27 3.7.2 Handling Policy Documents and Procedures Internal policy Documents, procedures and templates can easily be managed and published using Business 360 Online. Using the Case and Contact objects, you can easily related Documents to processes and organization units. Collect routines and procedures related to a process into a Case folder, keep procedural descriptions along with templates and forms in the same Document. Use version management to update the various Documents and to keep track of previous versions. Relate Documents to responsible persons and organizational units using the Contact register Navigate through processes and Documents using the 360 tree-view web part, or publish links to the valid procedure or Document using hyperlinks. Software Innovation 2014 Page 27 of 34

28 4 Further reading The Software Innovation white paper: Information management best practice explains some principles of information management for companies that are new to the topic, and want to get maximum benefit from Business 360 Online. Business 360 Online - Data Privacy and Security describes how Software Innovation handles data security and privacy in Business 360 Online These are available, with other resources, at Software Innovation 2014 Page 28 of 34

29 5 Appendix 5.1 Standard document profiles Private Document The Private Document class is meant for personal Documents having no mandatory metadata except for title, and its relation to you as user and owner. Values automatically provided: Created date Document Date Responsible org unit Responsible person Shared Documents The minimum metadata set for Shared Documents is: Values automatically provided: Created date Document Date Responsible org unit Responsible person Mandatory fields: Category : Incoming, Outbound, Contract, Policies, Other (or other values defined by the organization) Access group: All, Confidential (or other groups defined by the organization) Title: of the Document Optional fields: Keywords: a set of predefined keywords (defined by the organization) Recipient/Sender: Copy to: Notes: Software Innovation 2014 Page 29 of 34

30 Optional relations: Contacts Case Project Estate Note that when Document creation is initiated from an object like Case, Contact or Project, this relation will automatically be created by Business Configuring business 360 online Even if Business 360 Online is a common standardized solution there are still options available for configuring the solution to local customer requirements. The basic configurability options are: Using the web client a. Creating new desktops b. Creating new queries, views and web parts c. Creating new progress plans for cases and projects Using the Web Admin tool a. Adding new metadata values b. Adding access groups c. Setting system parameters d. Adding document templates Creating new queries, views and webparts By using the search forms in 360 you can create and save queries as well as views, i.e. the columns/fields you want to present for a query result: Software Innovation 2014 Page 30 of 34

31 A set of search criteria (or a set of search result rows) can be saved as a Favorite query using the Actions/Save criteria or the Actions/Save rows commands. Using the Configure views command you can likewise select a set of columns to a (result) view and give this one a name too: The favorite queries can be accessed from the Favorites tab in the search forms, but even more useful is to connect them to a Favorite web part on a desktop. See next chapter Creating new progress plans You can create new progress plans for cases and projects from a command in the Business 360 Online web client: A progress plan consists of a set of phases each with a deadline and a set of tasks: Software Innovation 2014 Page 31 of 34

32 When connecting a progress plan to a Case or a Project the users can get guidance and help for performing the tasks and the organization can monitor progress across Cases and Projects Creating new desktops The 360 web client offers commands to create new desktops consisting of 360 web parts. Using this feature a user can customize desktops containing information useful for his/her specific needs. An administrator can create desktops for the whole organization The command for creating new desktops are available by clicking on your username: After giving a name to your new desktop, you can use the editor to add a number of web parts and text to the new page: (more details can be found in the Help file in Business 360 ) Software Innovation 2014 Page 32 of 34

33 One 360 Web part are especially useful when creating new desktops: the 360 Favorite web part. The point is that by using this you can present the result of a saved query in this web part on a desktop like shown below. The result could look something like this: Software Innovation 2014 Page 33 of 34

34 5.2.4 Using the Web Admin tool to configure the system The 360 Web Admin tool can be used to set system parameters, define new metadata values, add document templates etc. Some of the most important settings are, in addition to administrating users: Access (user) groups for the access control system, New Document templates for document production Define new values for document categories, keywords, phrases It is also possible to add specific configuration data like contact roles to be used when relating contacts to objects. Software Innovation 2014 Page 34 of 34

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