If you are using ContactWorld in Salesforce, ContactWorld locates information related to the current interaction in Salesforce. ContactWorld locates information at the following times: 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.
ContactPad 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, CW4SF does one of the following:
If the search returns no results, CW4SF doesn't pop a page. A 'No matches found' message appears in ContactPad.
The search returns no results if a caller withholds their telephone number.
If the search returns one result, CW4SF 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.
If the search returns multiple records, CW4SF 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.
