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| The functionality described in this page is only applicable from ContactWorld version 2.0 in Salesforce and if enabled for your account. For information about functionality in previous versions, or if not enabled for your account, see Legacy Salesforce record display and popping in ContactWorld. |
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ContactWorld uses the caller's CLID to perform a wildcard search through the Salesforce records database.
If you are using Service Cloud, depending on the number of Salesforce records found, ContactWorld does one of the following:
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| If the search returns one result, ContactWorld pops the record in the main Service Cloud window. The call is automatically linked to this record.
ContactPad displays a link to the found record. If you are not using Service Cloud, you must click this link to pop the record. This link remains in ContactPad until you have made or received another call.
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| If the search returns multiple records, ContactWorld pops a list of matching records in Service Cloud. Click to pop the record that you want in the main Service Cloud window. The call is automatically linked to the record you pop.
ContactPad displays a link to the search results. If you are not using Service Cloud, you must click this link to pop the record. This link remains in ContactPad until you have made or received another call.
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| If the caller withholds their CLID on an inbound call, ContactWorld cannot use their CLID to locate a Salesforce record. |
Default popping behavior
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Popping in Lightning Experience apps
By default, ContactWorld does not pop a matching record, or a search results page, in Salesforce Lightning Experience apps. If you want to pop records or search results, you can override this default behavior and always pop matching records or search results in Lightning apps. If you enable popping in Lightning apps and you are using a console app, ContactWorld pops the record or search results in a new tab in the main console window. If you are using a non-console app, ContactWorld pops the record or search results page, replacing the existing contents of the window.
For information about enabling popping in Lightning apps, see Enabling popping in Salesforce Lightning Experience apps.
Customized record location
By default, ContactWorld uses the caller's CLID to locate the Salesforce record or records to pop. If enabled for your account, you can customize the data ContactWorld uses to locate records for inbound interactions. The data ContactWorld uses must be a Salesforce record ID.
For information about customizing the data ContactWorld uses to locate Salesforce records, see Customizing how Vonage Contact Center locates Salesforce records to pop.
Advanced popping behavior
If the feature is enabled for your account, you can configure advanced popping features, such as creating a new case relating to an incoming call for example. For information
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about configuring advanced popping features, see Configuring advanced popping.
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