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| From version 2.0 of ContactWorld for Salesforce (CW4SF) onward, if enabled and configured for your account, you open a Salesforce record in the following way. In previous versions, or if not enabled, for information on opening Salesforce records, see Opening a Case record relating to a call (legacy). |
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| When an inbound call arrives, a Call Info link appears in ContactPad. If you are using Service Cloud, the Call Info page pops automatically. If you are not using Service Cloud, click Call Info to open the page in a new browser tab or window, depending on your browser configuration. For information about the page that pops or opens when you click Call Info, see Salesforce record display and popping in ContactPad. If the caller's number is matched to multiple records in Salesforce, and the popped or opened page displays a list of matched records, click to open the record that you require. |
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If the caller's number is not matched to a record in Salesforce, and the popped or opened page displays a no matches message pops or opens, to find the required record, use the standard Salesforce Search box. Type the caller's name and click Search. If a record or records are located, a list containing the matched record or records appears. Click the record you want to open.
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The record that you find using a manual search will not be linked to the call.
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If the search returns no results, or you want to relate the call to a different record, you can open a record manually. You can locate the required record using either Salesforce views or Salesforce search.
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The record that you open manually is not automatically linked to the call. To link this record to the call click Log a Call. A message appears informing you that the call is not linked—click the button below the message Click the Link call to name button to link the call with the record. | Column |
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