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Excerpt
When ContactWorld routes a call an interaction to an agent or an agent makes an outbound call or responds to an agentinteraction, if you are using ContactWorld for Salesforce (CW4SF) in Salesforce, ContactWorld displays information located in Salesforce related to the callercustomer. If the agent is using the Service Cloud app, CW4SF 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 a list of multiple related records.