Efficient Case Document Management with File Browser
In the fast-paced environment of a finance management company, handling numerous open cases efficiently is crucial. However, locating and validating the right documents related to these cases can often be cumbersome and time-consuming—especially when files are spread across multiple records and uploads.
Pain Points:
Time-consuming document retrieval process.
Difficulty in organizing and accessing case-related documents.
Lack of clarity and context when reviewing files.
Inefficient use of resources due to manual search and repeated navigation.
Solution:
File Browser provides a centralized, org-wide file workspace where users can start with an instant search, refine results using filters and views, and then save the setup as a reusable configuration. This reduces repeated work and ensures agents see the same consistent “case-ready” view every time.
Access File Browser
Navigate to the Media Manager App within Salesforce.
Locate and click on the "File Browser" tab.
Start Search (load files immediately)
Click Start Search.
File Browser loads all files the user has access to across the org (initially without a specific order).
Quickly refine results using the toolbar
Use Search to narrow results by keywords (example: “invoice”, “error log”, “signed”, “KYC”).
Use Sort (example: Last Modified Date) to bring the latest uploads to the top.
Switch views as needed: List View, Tile View, Kanban View (if enabled).
Open Settings: You can also choose to have a File Browser Configuration setup with your requirements. Click the Settings icon to open the setup panel.
Configure Details
Set the Default View (commonly List View).
Confirm allowed views (List/Tile/Kanban based on your workflow).
Configure File Tree
Set Case as the primary browsing context.
Add the related paths commonly used during resolution (example: Case → Account, Contact).
Configure Columns: Add the columns that help agents confirm file context quickly (example: File Name/Title, File Type, Last Modified Date, Related Object, Related Record).
Configure Filters: Add a small set of high-value filters that Support teams actually use, such as:
File Type (PDF, PNG, JPG, DOCX)
Created Date / Last Modified Date
Any available case-driven filters that help narrow to open/active work (based on your org setup)
Configure Row Actions and List Actions
Add your required Row Actions example: Open/Preview, Download, View Version History, Upload New Version.
List Actions example: Download, Refresh.
Preview: Click Preview to validate views, columns, filters, file tree, and actions.
Save As
Click Save As, enter a name (example: Case Documents – Support View), and save.
The configuration appears on the File Browser landing page for reuse.
Use the saved configuration
Open the configuration anytime from File Browser.
Select required documents and use Download (single or bulk) as needed.
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