Depending on the configuration of your call 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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in Salesforce.
If a Case record is found, a link to that record appears in ContactPad.
- If you are
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- using Service Cloud in Salesforce Classic, the record pops automatically in the Service Cloud window.
If you are
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using Sales Cloud or Salesforce Lightning, click the
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link in ContactPad to open the case record. The record opens in another browser tab or window.
Section Column width
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50% Case link in ContactPad in Salesforce Classic
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Column
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width
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50% Case link in ContactPad in Salesforce Lightning Experience
If no Case record is found,
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ContactPad
...
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cannot display a link to a record. The information that appears in ContactPad depends on the configuration of your account, for example:
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