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Note
The functionality described in this page is only applicable from version 2.0 of ContactWorld for Salesforce (CW4SF) onward and if enabled for your account. For information on functionality in previous versions, or if not enabled for your account, see Legacy Salesforce record display and popping in ContactPad.

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

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If you are using Service Cloud, depending on the number of Salesforce records found,

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CW4SF does one of the following:

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  • If the search returns no results, CW4SF doesn't pop a page. A 'No matches found'

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  • message appears in ContactPad.

    Info
    The search returns no results if a caller withholds their telephone number.

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  • If the search returns one

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  • result, CW4SF pops the record in the main Service Cloud window.

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  • 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, CW4SF pops a list of matching records in Service Cloud. Click to pop the record that you want

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  • in the main Service Cloud window.

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  • 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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