Viewing case details in Unite

Owned by Helen Griffith
Last updated: Jan 22, 2024


Unite (omni-channel routing) is deprecated

Unite (omni-channel routing) is now deprecated. To route cases, use Salesforce external routing.

For  information, see Integration with Salesforce external routing in Vonage Contact Center omni-channel solution.

When a new case arrives in Salesforce, if the case is assigned to you, the case pops in Service Cloud. If you are not using Service Cloud, click the link in ContactPad to open the case  You can perform actions relating to the case such as call logs, emails, and status changes. You can also add actions such as sending an email, adding notes, logging a call, and changing the status of the case.

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