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By default, ContactWorld uses the caller's CLID to locate the Salesforce record or records to pop. If enabled for your account is enabled for custom Salesforce record display and popping, ContactPad relies on interaction-related data to locate a matching Salesforce record. You must retrieve this data beforehand , you can customize the data ContactWorld uses to locate records for inbound interactions. This data must be the ID of a Salesforce record. The record can be of any Salesforce object type, including custom object types.
How do I customize the data ContactWorld uses to location Salesforce records to pop?
Retrieve the Salesforce record ID using a Data Connector applet or applets. ContactPad uses this data ContactWorld uses the record ID to construct and display a hyperlink link in ContactPad to a Salesforce record page, and . ContactWorld might also 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 ContactWorld.
To configure custom Salesforce record popping, perform the following stepstasks:
Configure a Data Connector applet, or applets, to retrieve specific interaction-related data as part of the interaction plan before reaching the agent.
You can retrieve this data from different data provider APIs, including Salesforce. Each retrieved interaction-related data field is available throughout the duration of the interaction in the form of a data source. For information about using the Data Connector applet, see Data Connector applet.Configure an ACD applet that the interaction is routed through after the Data Connector 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 the applet, perform one of the following steps:
- Turn the record display feature on, and choose . Choose a single data source, from the data sources previously retrieved by the Data Connector applet. The data source must be a valid Salesforce record ID to locate a Salesforce record. During the 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 interaction, ContactPad ContactWorld 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 ContactWorld 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 interaction-related data source that is a valid Salesforce record ID, ContactPad 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 interaction-related data sources that are valid Salesforce record IDs, ContactPad defaults to using the CLID to locate a matching Salesforce record or records.
- Turn the record display feature on, and choose . Choose a single data source, from the data sources previously retrieved by the Data Connector applet. The data source must be a valid Salesforce record ID to locate a Salesforce record. During the interaction the number of retrieved data sources does not matter as long as the selected one is present.
Salesforce Classic
If ContactPad locates a single matching Salesforce record, a hyperlink to that record appears in ContactPad and the record is popped in Service Cloud.
If ContactPad cannot locate a matching Salesforce record, 'No Matching Object' appears in ContactPad and in Service Cloud.
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- ContactWorld displays a link in ContactPad and optionally pops a matching record or list of matching records according to your configured popping behavior. For more information, see Salesforce record display and popping in ContactWorld.