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Collaborating on shared content by using documents

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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.

For example, you are an approver for Car Loan cases and you want to discuss the address proof document for a case with other approvers. You can open the document from the case and use Pulse to consult other approvers.

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.
    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.

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