Two people can't edit the same document at the same time. Also agents can't update a document during working hours, for fear of creating save conflicts. This is difficult to work around and is a serious weakness of the software.
We need field locking. By that I mean we need to allow two or more people (or a person(s) and an agent) to edit, make changes to documents, and save those changes, without creating save conflicts, as long as they do not edit the same field on the same document at the same time. The document would be locked at the field level - the 2nd user, attempting to edit the field, would be notified that the field is locked.
Lockless documents may be even better. By that I mean that two people editing the same document, can even make changes to the same field. The last person to save the field wins. His changes are saved, overwriting any prior saves.