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Excerpt
When ContactWorld routes an

If you are using ContactWorld in Salesforce, ContactWorld displays information related to the customer. This related information is located and displayed in Salesforce. ContactWorld displays the information when routing an interaction to an agent

, or

. ContactWorld also displays the information when an agent makes an outbound call or responds to an interaction

, if you are using ContactWorld in Salesforce, ContactWorld displays information related to the customer located in Salesforce.

.

If the agent is using the Service Cloud app, ContactWorld also displays, or pops, the related information in the main browser window. This related information might be an individual Salesforce

record—Contact, Lead, Account, and so on—or

record or a list of multiple related records.