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ContactWorld uses the caller's CLID to perform a wildcard search through the Salesforce records database.

If you are using Service Cloud, depending on the number of Salesforce records found, ContactWorld does one of the following:

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If the search returns no results, ContactWorld doesn't pop a page. A 'No matches found' message appears in ContactPad.
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The search returns no results if a caller withholds their telephone number.

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If the search returns one result, ContactWorld pops the record in the main Service Cloud window. The call is automatically linked to this record.
ContactPad displays a link to the found record. If you are not using Service Cloud, you must click this link to pop the record. This link remains in ContactPad until you have made or received another call.

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If the search returns multiple records, ContactWorld pops a list of matching records in Service Cloud. Click to pop the record that you want in the main Service Cloud window. The call is automatically linked to the record you pop.
ContactPad displays a link to the search results. If you are not using Service Cloud, you must click this link to pop the record. This link remains in ContactPad until you have made or received another call.

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If the feature is enabled for your account, you can configure advanced popping features, such as creating a new case relating to an incoming call for example. For information on configuring advanced popping features, see Configuring advanced popping.

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