Depending on the configuration of your interaction plan, the caller might have provided a case number before the call was routed to you. ContactWorld for Salesforce uses this case number to locate the corresponding Case record.
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| From version 2.0 of ContactWorld for Salesforce (CW4SF) onward, if enabled and configured for your account, you open a Case record in the following way. In previous versions, or if not enabled, for information on opening case records, see Opening a Case record relating to a call (legacy). |
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| If a Case record is found, a link to that record appears in ContactPad. - If you are working in the Service Cloud, the record pops automatically in the Service Cloud window.
- If you are working in the Sales Cloud, click the Case record link. The record opens in another browser tab or window.
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| If no Case record is found, the number provided appears in ContactPad, but you cannot use this number to open the record. |
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