> ## Documentation Index > Fetch the complete documentation index at: https://docs.superoffice.com/llms.txt > Use this file to discover all available pages before exploring further. # Work with external documents (knowledge base) > Work with external documents and files You can add files to make them available to anyone using SuperOffice CRM, including unregistered customers. Files you upload to the knowledge base are available when you answer customer requests and create mailings. For example, when [answering requests][1], you can enter text in the **Message** tab the same way as in a word processor. You can also insert images by clicking the **Image** button on the toolbar, but in that case the image must have already been uploaded to **External documents**. When the message is sent, links will be generated to files under **External documents**. The same applies when, for example, you create reply templates and SuperOffice Marketing messages. This feature requires a **Service Premium** license or the **Growth** plan. ## View file 1. Go to in the top bar and select **Knowledge base** > **External documents**. 2. Go to the required folder. 3. Do one of the following: * Click the file name to go to the **Document properties** screen (view and edit contents). * Click to download files that cannot be viewed in the browser, such as images, PDFs, and Microsoft Office files. An icon in the file list indicates the file type. ## Add file You must create the physical file before you can add it to SuperOffice. For example, to create a price list, you could use Microsoft Word or Excel to write the contents. 1. Go to in the top bar and select **Knowledge base** > **External documents**. 2. Go to the folder you want to put the file in. If it does not yet exist, you can create a new folder as described below. 3. Click **New document**. 4. In the **Document properties** screen, enter a descriptive **Name** for the file. 5. The **In folder** field automatically shows the name of the folder you chose. If you change your mind, you can click and select a different folder in the list that appears. 6. In the **Access** field, select who is to have access to read and edit the file. 7. Optionally, add a unique **ID string** to use the file in a web-based customer centre. 8. In the **Description** field, enter a brief description of what the file contains. 9. Click the **Choose file** button next to **File**, and select the new file in the dialog that appears. 10. Click **Save**. If the file type can be edited in the browser, the **Contents** field is populated. 11. Click **OK**. The file is added to the specified folder. Certain file types are blocked by default from being uploaded as external documents in Service. If you need to allow uploads of any of these types, such as **js**, an administrator can update the [**unsafe file types** system preference][9] in Settings and maintenance. ## Edit file content Certain file types, such as html, txt and the native ejr format, can be edited directly in the **Document properties** screen. For other types, such as PDF, you need the application the file was originally created in. 1. Go to in the top bar and select **Knowledge base** > **External documents**. 2. Go to the folder where the file is located. 3. Click