Stay close to
the record.

Start with the right context

Check that you are on the intended Salesforce record before adding or working with a file. Use descriptive file names so colleagues can recognise what they need.

When a file is missing

Confirm the record and any filters you are using, then ask your administrator to check your access. A missing file does not by itself mean it was deleted.

When a transfer fails

Record the time, the visible error, the file type and approximate size. Check the current state before retrying so you do not accidentally create duplicates. Your administrator can help confirm whether a transfer completed.

Keep support information focused

Describe the steps and the result you expected. Redact customer details from screenshots and do not include file contents or access credentials in a general support request.