The Ultimate Guide: Document Management System in Salesforce

The management of documents and information is an essential part of every business process. As many of these processes run across different IT systems, documents can be created and stored in many places. However, it is crucial for a smooth business process that all parties involved have access to all relevant documents and information at all times: regardless of whether they have access to the original IT system. An efficient document management system supports this approach and therefore makes a significant contribution to the success of the company.

Why is a document management system (DMS) in Salesforce indispensable?

Due to many IT systems within a company, documents are created in many places. A document management system (DMS) should be used to ensure cross-system access to all documents. Users of DMS systems create a 360-degree view of all business processes with a DMS. The following are examples of departments that can be optimally organised with the help of a DMS:

1. Sales and Distribution

Companies use a DMS for electronic customer files, for example, in which all of a customer’s documents, contracts, and orders are bundled together. Sales employees have quick access to important emails, contracts, and order documents from different systems to find all relevant information in one place.

2. Accounting

In accounting, the DMS is used to process incoming and outgoing invoices. Paper and PDF invoices are scanned, the data extracted and automatically transferred to the ERP system. An electronic workflow replaces manual approval processes, which saves time and creates transparency.

3. Company-wide

DMS is also used for approval processes such as holiday requests or travel planning, especially if not all employees have a Salesforce licence, thereby digitising paper-based processes.

A Salesforce DMS helps to overcome major challenges

• Unstructured filing and duplicates:
  In Salesforce, documents are often used and filed by different users, which can cause duplicates and miscommunication. A DMS uses predefined organisation structures (for example, a digital file) that enable uniform filing and make it easier for employees to access the information they need at any time.
• Limited search options:
  In conventional file systems, complex searches for documents, e.g. ‘invoices from ACME LTD before 01/01/2014’, are not possible. A DMS, on the other hand, offers advanced search functions, such as full-text search, as well as the option to save searches.
• Lack of protection functions against unauthorised manipulation and attribute-based access rights:
  Modern DMS solutions offer audit-proof archiving to prevent unauthorised changes during retention periods. Versioning ensures that a new version is always created when changes are made, instead of irretrievably overwriting the old version. Attribute-based access rights allow read and write authorisations to be differentiated. In Salesforce, however, authorisations are only possible at the data record level.

Native Salesforce DMS functionalities

Salesforce already offers a range of different areas in which documents can be managed. These include:

• Files Home: In the Files Home area, (private) documents can be uploaded by the user and then shared with team members. The uploaded files can be viewed and customised from all end devices.
• Salesforce CRM Content: In this tool, users can create a range of documents of different document types, share them with other team members & edit them together or share them with external users.
• Salesforce Knowledge: In this tool, articles written for knowledge transfer can be divided into thematic libraries. These can then be shared with colleagues or external users via a web portal.
• Documents Tab: Visual force files can be saved in this memory (e.g. logos).
• Attachments: This functionality can be used to attach various file types to data records (e.g. contracts, quotations, etc.).

The files that are uploaded to the individual libraries can then be found using Salesforce’s Global Search. Files can be ranked or made easier to find based on metadata such as title, description, or tags. Document management, such as approval processes, can only be implemented via the Process Builder or Flows and your logic. Salesforce offers the option of connecting storage systems such as Google Drive, OneDrive, Box or other services via native paths using the ‘Salesforce Files Connect’ functionality. However, this functionality comes with various restrictions. For collaboration between employees on documents, Salesforce offers the Chatter function as standard, which can be used to link documents in a chat feed and make other colleagues aware of them.

As soon as a file has been transferred to the Salesforce memory, a range of functionalities is available to the user at document level:

• Viewer: The standard Salesforce viewer shows the documents in the preview. There are no other options, such as zooming.
• Download: The simple file download.
• Share: Sharing documents with internal Salesforce employees.
• Public Link: The public link can be used to create a public link that can also be used to access the document outside of Salesforce.
• Upload new version: The upload of a new document version.
• File Details: Some metadata about the document can be saved here (default is Title & Description).

You can also share files with other users, and they can track changes to the file via ‘Follow’. There are still some restrictions, especially on mobile devices, which still impair the editing of files somewhat.

Third-party Salesforce Document Solutions

Salesforce already provides users with various document management functions. However, structured storage or external access to documents often proves to be a challenge. This is why there are numerous third-party plugins that make document management much more efficient than the standard Salesforce functions.

Why d.velop documents for Salesforce enhances your document management

The archive is seamlessly integrated into Salesforce and supports both standard and customised objects. It offers a comprehensive document viewer and OCR full-text recognition (Global Search).

In addition, all functions of the d.velop cloud, such as workflows, digital signatures and files, can be used. Documents can be linked to multiple data sets and administrative tasks can be automated using Salesforce Flow to reduce manual effort and ensure process consistency. In addition, Salesforce reports can be supplemented with DMS information. Thanks to the integrated revision security, all changes to documents are traceable. If necessary, an older version can be easily restored thanks to simple file versioning.

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