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Default Salesforce record display and popping
When a call is routed to an agent, ContactPad uses the caller's CLID to perform a wildcard search through the Salesforce records database.
Depending on the number of Salesforce records found, ContactPad does one of the following:
ContactPad displays 'No matches found' if the search returns no results.
Info The search returns no results if a caller withholds their telephone number. - ContactPad displays a link to a single Salesforce record—Contact, Account, and so on—if the search returns one Salesforce record. The record also pops in the main Service Cloud window.
- ContactPad displays a drop-down list of multiple Salesforce records if the search returns multiple records. Select the record that you want to pop in the main Service Cloud window.
Custom Salesforce record display and popping
A configurable feature extension on top of the default functionality is available. If enabled, you can customize the data that ContactPad uses to locate a Salesforce record to display and, optionally, pop. In this case, you must configure a Data Retriever applet to retrieve information related to the caller. ContactPad then uses this information to locate a call-related record. This record can be of any Salesforce object type, including custom object types. The information used must be a Salesforce record ID.
If the search returns a single record, ContactPad displays a link to the Salesforce record. The record pops in the main Service Cloud window.
If no data source is available, or if the search returns no record, ContactPad defaults to using the CLID to locate a record as described in the previous section. For information on enabling this feature, see Configuring custom Custom Salesforce record display and popping .
The following flowchart illustrates the process: