Setup Screen Pops

Screen pops automatically open relevant Salesforce records when an agent answers a contact. These are configured using standard Salesforce Softphone settings.

Configuration Overview

Salesforce administrators can define screen pop behavior (e.g., opening a new record, searching for existing records) within the Softphone Layouts section of Salesforce.

1. From the Setup menu, navigate to Feature Settings > Service > Call Center > Softphone Layouts.
2. Create or Edit a layout.
3. Configure the Screen Pop Settings for different event types (Inbound, Outbound, Internal).

External Documentation

For detailed guidance on configuring Salesforce Softphone layouts, please refer to the official Salesforce Softphone Documentation.

Studio Configuration

In addition to Salesforce settings, you can pass specific URLs for screen pops directly from your CXone scripts using the OpenURL action or by setting the ScreenPopURL property in the Request Agent action.