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
- When an agent makes an outbound call
- 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.
If enabled for your account, you can customize Salesforce record popping for your account.
- Use Salesforce SoftPhone layouts to configure advance popping features. Such features include creating a new Salesforce record if ContactWorld doesn't locate a matching record for an inbound interaction. For information about configuring advanced popping features, see Configuring advanced popping.
- Enable popping for Salseforce Lightning Experience apps. By default, ContactWorld does not pop matching records in Salesforce Lightning Experience apps. For information about enabling popping for such apps, see Enabling popping in Salesforce Lightning Experience apps.
- Customize data ContactWorld uses to locate Salesforce records to pop. For information about customizing record location, see Customizing how ContactWorld locates Salesforce records to pop.
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