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To configure custom Salesforce record popping, perform the following steps:
Column width 60% Configure a Data Retriever applet, or applets to retrieve specific interaction-related data as part of the interaction plan before reaching the agent.
Section You can retrieve this data from different data provider APIs, including Salesforce. Each retrieved interaction-related data field is available throughout the duration of the interaction in the form of a data source. For information about the Data Retriever applet, see Data
RetrieverColumn width 40%Configure an ACD applet that the interaction is routed through after the Data Retriever applet or applets have retrieved the required data. For information about the ACD applet, see Automatic Call Distributor (ACD) or Universal Contact Distributor (UCD) applet. In the ACD Salesforce Record Display section in the ACD applet, perform one of the following steps:
sectionColumn width 60% - Turn the record display feature on, and choose a single data source, from the data sources previously retrieved by the Data Retriever applet. The data source must be a valid Salesforce record ID to locate a Salesforce record. During the interaction the number of retrieved data sources does not matter as long as the selected one is present.
- If the data source is retrieved successfully during the interaction, ContactPad uses the data source to locate a matching Salesforce record.
- If the data source does not exist, its retrieval fails, or if it is not a valid Salesforce ID, ContactPad defaults to using the CLID to locate a matching Salesforce record or records. If the caller withholds their CLID, ContactPad cannot locate a Salesforce record.
- Turn the record display feature off.
- If there is a single retrieved interaction-related data source that is a valid Salesforce record ID, ContactPad uses it to locate the Salesforce record.
- If there are multiple data sources where one of them is a valid Salesforce record ID, then ContactPad uses the valid Salesforce record ID to locate a matching Salesforce record.
- If there are no or multiple retrieved interaction-related data sources that are valid Salesforce record IDs, ContactPad defaults to using the CLID to locate a matching Salesforce record or records.
Column width 40% - Turn the record display feature on, and choose a single data source, from the data sources previously retrieved by the Data Retriever applet. The data source must be a valid Salesforce record ID to locate a Salesforce record. During the interaction the number of retrieved data sources does not matter as long as the selected one is present.
Salesforce Classic
If ContactPad locates a single matching Salesforce record, a hyperlink to that record appears in ContactPad and the record is popped in Service Cloud.
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If ContactPad locates multiple matching Salesforce records (only if the CLID is used), a drop-down list containing those records record appears in ContactPad. Select the record you want to pop in Service Cloud.