Every case involves documents, such as progress notes, reports and emails.
Cases have a Documentation tab that lists all their documents in a grid and makes it possible to create, edit and share documents, including emails.
Documents are created from standard templates that can also include special place-holders called merge fields. This means that information, such as the customer's name or address can be automatically inserted into a document when it is created at a case.
As a result, one template can be used to generate multiple, customised versions of a document without the need to retype the same content and replace names. This is extremely useful for customising many kinds of standard reports and case documents.
In the example below, the top of the template contains an image, some text and two merge fields: <<ClentFullName>> and <<CreatedOnShort>>.
A document created using this template on September 14, 2016 at Kelly Jamieson's case automatically starts as:
You will learn how to create templates later in the Administration module. At the moment you will simply use the existing templates in the system.
Next: Managing documents