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Excerpt

If you are using ContactWorld in Salesforce, ContactWorld displays locates information related to the customer. This related information is located and displayed current interaction in Salesforce.  ContactWorld displays the information when ContactWorld locates information at the following times:

  • When routing an interaction to an agent
. ContactWorld also displays the information when
  • When an agent makes an outbound call
or

  • When an agent responds to an interaction

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 or a list of multiple related records.