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.
When a call is routed to an agent, ContactPad uses the caller's CLID to perform a wildcard search through the Salesforce records database.
Depending on the number of Salesforce records found, ContactPad does one of the following:
ContactPad displays 'No matches found' if the search returns no results.
The search returns no results if a caller withholds their telephone number.- ContactPad displays a link to a single Salesforce record—Contact, Account, and so on—if the search returns one Salesforce record. The record also pops in the main Service Cloud window.
- ContactPad displays a drop-down list of multiple Salesforce records if the search returns multiple records. Select the record that you want to pop in the main Service Cloud window.
A configurable feature extension on top of the default functionality is available. If enabled, you can customize the data that ContactPad uses to locate a Salesforce record to display and, optionally, pop. For information on this feature, see Custom Salesforce record display and popping in ContactPad.