Customer Central · SFDocs (Customer Documents) · guide for the Customer Service Centre

How customer documents work for CSC

Every invoice, credit note, donation receipt and training certificate that reaches Salesforce as a PDF is listed in one register. Customers see their own documents in the My Documents portal. CSC staff see the same register in a Documents panel on the Account, Contact and Order pages. This page shows where documents come from, what the panel looks like, the everyday tasks, and what to do when a document is missing.

One register, two ways in

The PDF files stay where they are, on the Order or the booking. The register adds a row for each file, recording who owns it, its type, its dates and its status. That's the list customers and staff search. Customers come in through the portal, and staff come in through the console. Both are recorded in the same access log.

Where files come from Order Invoice · Credit note Donation receipt PDF attached by finance feeds Booking (attendee) Training certificate PDF attached when the course result is issued file linked Pipeline checks the file name, owner and status; usually seconds registers Document register one row per document number owner: account and/or the attendee type · dates · status Customer portal My Documents sees: their accounts' documents + certificates where they are the attendee CSC console Documents panel on Account, Contact and Order pages sees: whatever the agent's Salesforce access allows Access log who opened what, and when every view and download is logged
The PDF itself is never copied. The register row points at the file that's already on the Order or booking, and the portal and console both open that same file.

What CSC can do in the console

  • See every document for a customer, household, employer or order without opening the file lists.
  • Filter by financial year, quarter or a custom date range; certificates by expiry.
  • Search by document number, file name or attendee.
  • Open a PDF in a new tab, or tick several and download them as one ZIP.
  • Jump from a document to its Order, its booking, or the person it belongs to.

What customers can do themselves

  • Sign in to My Documents and see their invoices, receipts and certificates.
  • Open a document or download several as a ZIP.
  • See which certificates are expiring or expired.
  • Raise a help request from the portal. It arrives in Salesforce as a Case (see Help cases for the routing gap).

How a document arrives

Nobody uploads documents into the register by hand. When a PDF with a recognised name is linked to an Order or a booking, the pipeline picks it up and registers it, usually within seconds.

PDF linked to an Order or a booking e.g. Invoice_…, Cert_… Queued a staging row is written; the save never waits Processor checks type from the file name owning account or attendee certificate: booking must be at Certificate Sent Registered visible in the console and, for the owner, in the portal Skipped, with a reason e.g. number already registered, booking not at Certificate Sent Sweep every 15 minutes picks up anything still queued; 3 tries, then marked Failed Nightly reconciliation compares the register with its source and reports differences
The document number in the file name is the key. A second file with the same number isn't registered twice, so a re-issued certificate keeps the first copy (see When a document is missing).
DocumentFiled onOwner in the registerWho can see it in the portal
$InvoiceOrderThe paying accountContacts with access to that account
↺Credit noteOrderThe paying accountContacts with access to that account
♥Donation receiptOrderThe donor's accountContacts with access to that account
✓Training certificateAttendee bookingThe account that paid, plus the attendee (Contact or Lead)The attendee, and contacts of the paying account

The Documents panel

One panel adapts to the page it's on. On a Contact page it shows that person's financial documents and their own certificates. On an Account page it shows everything the account owns. On an Order page it shows that order's financial documents.

On a Contact page

Sample data: names and numbers are made up
Contact · Aroha Ngata
Customer CentralHomeContactsAccountsOrdersCases
C
ContactAroha Ngata
AccountNgata Household (7701234)
Mobile021 000 0000
Emailaroha@example.co.nz
▤Documents
✓Include account-owned documents 1
All datesAny expirySearch number, name, or attendee2
2 document(s) selectedDownload ZIP3
✓CourseAttendeeOrderIssuedExpiryStatusService Owner
✓✓First Aid Level 2Aroha Ngata0091882112 Sep 202612 Sep 2028ActiveAroha NgataView 4
✓✓Mental Health First AidAroha Ngata008773103 Feb 20253 Feb 2027⚠ActiveAroha NgataView
 ✓First Aid Level 1Mere Ngata0070226418 Jul 202318 Jul 2025ExpiredActiveMere NgataL 5View
 ✓First Aid Level 1Aroha Ngata006551909 Mar 20229 Mar 2024ExpiredSupersededAroha NgataView

On an Account page (household or employer)

Sample data
Account · Harbourview Builders Ltd
Customer CentralHomeContactsAccountsOrdersCases
A
AccountHarbourview Builders Ltd
Customer number6604418
TypeBusiness
Phone09 000 0000
Details
Account ownerCorporate Sales
Billing cityAuckland
IndustryConstruction
▤Documents
Last FYAll financial typesSearch number, name, or attendee
 TypeNumberOrderIssuedStatusDocument
 $Invoice303771200089910414 May 2026ActiveInvoice_30377120View
 ↺Credit Note512003880089910420 May 2026ActiveCreditNote_51200388View
 $Invoice30361945008944172 Apr 2026VoidedInvoice_30361945View
 $Invoice303406020089005111 Mar 2026ActiveInvoice_30340602View
Click the tabs in the mock-up. A voided invoice stays in the list, dimmed, with its number struck through, so you can still explain it to the customer.

On an Order page

Sample data
Order · 00899104
Customer CentralHomeContactsAccountsOrdersCases
O
Order00899104
AccountHarbourview Builders Ltd
StatusActivated
Total$1,140.00
Order products
Workplace First Aid × 6$1,140.00
▤Documents
All datesAll financial typesSearch number, name, or attendee
 TypeNumberIssuedStatusDocument
 $Invoice3037712014 May 2026ActiveInvoice_30377120View
 ↺Credit Note5120038820 May 2026ActiveCreditNote_51200388View
The Order page shows that order's invoices, credit notes and donation receipts. For the certificates from a course order, use the employer's Account page or the attendee's Contact page.

Everyday tasks

The console has no "send" button. To send a document, download it and attach it to your reply.

Copy of a certificate

"I need my first aid certificate for a new job."

  1. Open the caller's Contact page.
  2. Documents → Recipient Certificates.
  3. Find the course; check the expiry column.
  4. View → download the PDF → attach it to your email or Case reply.

All certificates for an employer

"Can you send me the certificates for everyone we booked?"

  1. Open the employer's Account page.
  2. Documents → Certificates.
  3. Filter by period, or by Expiring within 3 months for renewals.
  4. Click Load more until every row shows (20 load at a time), then tick select-all → Download ZIP.

Invoice for an order

"Our accounts team needs the invoice for order 00899104."

  1. Open the Order (or the Account → Financial).
  2. Check the Status pill: use the Active invoice, not a Voided one.
  3. View → download → attach.
  4. If there's a credit note, send both.

Tax receipt for a donation

"I need my donation receipt for my tax return."

  1. Open the donor's Contact page.
  2. Documents → Financial, period Last FY (or Custom range).
  3. Type filter → Donation receipts.
  4. Tick them (load more first if there are over 20) → Download ZIP.

Point them to self-service

"Where can I find these myself next time?"

  1. Tell them about the My Documents portal: they sign up with the email on their booking or order.
  2. Their invoices, receipts and certificates appear there automatically.
  3. If they're shown as a Lead (L), their certificates appear once they're a Contact.

Help cases from the portal

Customers who can't find something use the help panel in the portal. It creates a Case in Salesforce with Origin = Documents Portal, linked to their account.

Gap today:these Cases don't run the Case assignment rules, and the rules have no entry for Documents Portal, so each Case stays owned by the customer's own portal login and doesn't reach a CSC queue. Until routing is added, CSC needs a list view of open Cases with Origin = Documents Portal. The flow below shows the intended path.
Customer, in the portal CSC, in Salesforce Opens Help reads the answers for common questions Still stuck? sends a request with subject and details Case created routing to be added CSC queue Origin: Documents Portal · linked account Agent looks Contact or Account → Documents Replies PDF or ZIP attached the customer sees the request under "Recent requests" in Help

If the document really isn't in the console, check When a document is missing before you reply. Most gaps have a known cause.

What customers see

The same register, filtered to the signed-in customer: documents owned by the accounts they belong to, plus certificates where they're the attendee. It helps to know the layout when you guide someone over the phone.

Sample data
My Documents
My DocumentsKia ora, Aroha · Sign out
? Help
Account: Ngata Household (7701234)
FinancialAroha's CertificatesHousehold Certificates
All datesAny expiry
 CourseAttendeeOrderIssuedExpiryStatus
 First Aid Level 2Aroha Ngata0091882112 Sep 202612 Sep 2028ActiveView
 Mental Health First AidAroha Ngata008773103 Feb 20253 Feb 2027⚠ActiveView
Differences from the console: the customer's certificate tab is named after them, there's a separate household tab, there are no Service Owner or booking links, and View always opens a new tab.

Access and audit

Staff (console)

  • The panel needs the Documents_Support permission set.
  • It follows normal Salesforce sharing. If you can't see the Account, the panel shows No documents found.
  • Every View and Download is logged with your name, the document, the time and "console".

Customers (portal)

  • A customer sees a document only if one of these is true: it belongs to an account they're a member of, or they're the attendee named on the certificate.
  • Their views and downloads are logged too, as "portal".
  • They can't see other people's cases, or the access log.
Privacy:the access log is the evidence of who saw which document. Open documents from the panel rather than from the Order's or booking's raw file list. File-list opens aren't recorded in the document log.

When a document is missing or looks wrong

What you seeLikely causeWhat to do
Certificate not in the listThe booking isn't at Certificate Sent yet, or the PDF hasn't been filed on the booking.Check the booking's status and its Files. Once the certificate is issued it appears within minutes.
Certificate filed, booking at Certificate Sent, still not listedThe booking has no service start date. The register needs an issued date, so the file is rejected. Known issue, with the vendor.Send the PDF from the booking's Files, and log it with the platform team so the booking can be corrected.
Customer says the certificate is the old versionThe certificate was re-issued under the same number. The register keeps the first copy. Known issue, with the vendor.Check the booking's Files for a newer PDF with the same number and send that one. Log it with the platform team.
Customer can't see a certificate you can seeThey're a Lead (L), or they're signed in with a different email from the one on the booking.Convert or merge the Lead into their Contact, or check the email on their portal login.
Panel says "No documents found"Filters are too narrow, you don't have access to the Account, or you don't have the permission set.Reset the filters to All dates. If it's still empty, ask your team lead about access.
A file is missing from the ZIPFiles over about 2 MB are skipped from ZIPs, with a note.Download that one on its own with View.
View opens a blank tab, or nothing happensPop-ups are blocked for Salesforce.Allow pop-ups for the Salesforce domain and try again.
Invoice shows VoidedFinance has cancelled it. There's usually a newer Active invoice or a credit note.Send the Active invoice and any credit note. Don't send the voided copy as current.

Before go-live

ItemState on 17 Oct 2026
Documents panel on Account, Contact and Order pagesIn QA and UAT.
Certificates indexed automaticallyFixed this week. Certificates now register as soon as a booking reaches Certificate Sent. In UAT, 369 historical certificates were back-filled on 17 Oct.
CSC accessThe Documents_Support permission set is assigned to only a handful of test users. It needs to be added to the CSC users or their permission set group.
Production historyAbout 1.2 million existing PDFs (invoices, certificates, credit notes, receipts) will be registered by a one-off back-fill over several nights at go-live.
Help cases routingPortal help Cases (Origin = Documents Portal) are owned by the customer's portal login and don't reach a CSC queue. They need an assignment rule entry, with the portal applying the rules, or a CSC list view as a stop-gap.
Known issues with the vendorRe-issued certificates keep the first copy. Bookings with no service start date can't register.