Attach documents to a record to help requesters resolve issues. The attachment icon displays a badge enabling you to see with a quick glance that a document is attached.

Before you begin

Role required: agent_workspace_user

About this task

  • There are two ways to attach files to a record.
    1. Browse for the file in the Agent Assist panel.
    2. Drag and drop the file into the record and select browse in the pop-up window.
  • Attachments support PDFs and most image files.

Procedure

  1. Open a Workspace record in your instance.
  2. Open an incident record.
  3. In the Agent Assist panel, select the attachment icon (Attachment icon).
  4. Select a file from your local computer.
  5. Select Upload.

Result

The file appears in the Activity Pane, and the attachment icon Attachment icon with attachment displays a small dot indicating the record has an attachment.