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Depending on the configuration of your interaction plan, the caller might have provided a case number before the call was routed to you. ContactWorld uses this case number to locate the corresponding Case record in Salesforce.

Note
From ContactWorld version 2.0 in Salesforce, if enabled and configured for your account, you open a Case record in the following way. In previous versions, or if not enabled, for information on opening case records, see Opening a Case record relating to a call (legacy).
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If a Case record is found, a link to that record appears in ContactPad.

  • If you are working in the Service Cloud, the record pops automatically in the Service Cloud window.
  • If you are working in the Sales Cloud, click the Case record link. The record opens in another browser tab or window.
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Case record found

 

 

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