By creating documents, you enrich cases with data and ensure that users have sufficient information to work in a business process. To provide the most relevant content, users can create documents in an application, attach local files and files from remote repositories, and add external URLs. When you create a document, you can save time by sharing the file across multiple cases.
Unlike attachments, documents offer the following features:
- You can create documents directly in your application by using the built-in rich text
editor. When you create a document by uploading a file, you can provide a name for the
document and use the rich text editor to add a description. You can also update
documents later if needed.
Note: You cannot annotate image documents.
- Documents are always created within the context of your application, and are not limited to a case, a space, or a Pulse conversation. However, you can reference the same document from multiple cases and spaces in your application.
- You can use Pulse to discuss a document with other users of your application.
The following tasks can help you share information with other users by using documents:
- Creating a document in an application
You can create a document to discuss information with other users in your application, for example, to discuss a job profile for your team. You can create a document by uploading a file or by using the rich text editor.
- Discussing a document
You can discuss a document by using Pulse to review additional information about a case with other users in your application, for example, to analyze a faulty sales order.