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If your account is enabled for custom Salesforce record display and popping, ContactPad relies on callinteraction-related data to locate a matching Salesforce record. You must retrieve this data beforehand using a Data Retriever applet or applets. ContactPad uses this data to construct and display a hyperlink to a Salesforce record page, and open, or pop, the record in the browser if the agent is using the Service Cloud app. For this link to work, the data must be a valid Salesforce record ID. The record can be of any Salesforce object type, including custom object types. For more information about Salesforce record display and popping, see Custom Salesforce record display and popping in ContactPad.
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Configure a Data Retriever applet, or applets to retrieve specific callinteraction-related data as part of the call interaction plan before reaching the agent.
Section Column width 60% You can retrieve this data from different data provider APIs, including Salesforce. Each retrieved callinteraction-related data field is available throughout the duration of the call interaction in the form of a data source. For information about the Data Retriever applet, see Data Retriever applet.
Column width 40% Configure an ACD applet that the call is 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:
Section Column 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 call 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 callinteraction, 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 call interaction-related data source that is a valid Saleforce Salesforce record ID, Contact Pad 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 call interaction-related data sources that are valid Salesforce record IDs, Contact Pad 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 call interaction the number of retrieved data sources does not matter as long as the selected one is present.
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