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.
If the caller's number is matched to a single record in Salesforce, a link to the record appears in ContactPad.
- If you are working in the Service Cloud, the record pops automatically.
- If you are working in the Sales Cloud, click the record link. The record opens in another browser tab or window.
If the caller's number is matched multiple records in Salesforce, a list of matched records appears in ContactPad. Select the record you want to open in the list:
- If you are working in the Service Cloud, the record you select pops in the Service Cloud window.
- If you are working in the Sales Cloud, the record opens in another browser tab or window.
If the caller's number is not matched to a record in Salesforce, ContactPad displays 'No Matches Found'. You can search for an appropriate Salesforce record to open. To find a record, click Search. Type the caller's name and click Search. If a record or records are located, a list containing the matched record or records appears. Click the record you want to open:
- If you are working in the Service Cloud, the record you select pops in the Service Cloud window.
- If you are working in the Sales Cloud, the record opens in another browser tab or window.