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Excerpt
When ContactWorld routes an

If you are using ContactWorld in Salesforce, ContactWorld locates information related to the current interaction in Salesforce. ContactWorld locates information at the following times:

  • When routing an interaction to an agent
or
  • When an agent makes an outbound call
or

  • When an agent responds to an interaction
, if you are using ContactWorld in Salesforce, ContactWorld displays information related to the customer located in Salesforce.

ContactWorld then displays the related information in ContactPad.

If the agent is using the Service Cloud app in Salesforce Classic, ContactWorld also displays, or pops, the related information in the main browser window. This related information might be an individual Salesforce

record—Contact, Lead, Account, and so on—or

record or a list of multiple related records.