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 in Salesforce.
| Note |
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| From ContactWorld version 2.0 in Salesforce, 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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