Nebojsa_Radovanovic | 2021-02-24 15:09:59 UTC | #1
Hi, We are having issues when trying to perform a screen pop in Salesforce, based on the SF_SearchValue parameter. If i input a contact name "Nebojsa" for example, it will pop the correct contact without issue, but if i set the search value to be 00001072 (case number, as described on https://help.mypurecloud.com/articles/screen-pop-in-genesys-cloud-for-salesforce/ ), then it doesn't return anything. I tested it, and it goes straight to the "no matching results" behavior for screen pop in SF, even though the case exists and should be presented. Any idea why this is happening?
Ps. I already tried using SFURLPop, which works without issue, but i want to explore the SFSearchValue
Junji_Sawada | 2021-02-25 22:52:11 UTC | #2
If you include Case object in the Softphone Layout setting in Salesforce (Quick Find -> Softphone Layouts -> Edit -> Display these salesforce.com objects), you should be able to search Case by case number using SF_SearchValue.
Nebojsa_Radovanovic | 2021-03-01 16:50:31 UTC | #3
This worked perfectly, thank you
Regards,
system | 2021-04-01 16:50:33 UTC | #4
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