How does Salesforce Files integrate with case management?
Suggested answer
Salesforce Files allows agents and customers to attach files directly to cases. Files are stored in Salesforce Content and linked to cases via the Files related list (Content Document Link). Key features:
1. Files can be shared across multiple records simultaneously without duplication.
2. Version control allows uploading new file versions while preserving history.
3. Files can be attached to email messages on cases.
4. Customers can upload attachments via Experience Cloud portals.
5. File size limits (default 2 GB per file) and storage quotas apply. Files differ from legacy Attachments (binary large objects tied to a single record) — Files are the preferred modern approach.
Practice content for interview preparation; not an official vendor answer. Verify details against current product documentation.
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