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shankswi Service Cloud: Softphone Layout Help
I'm quite new to Service Cloud and my Admin is on vacation, so I am filling in for him. I am trying to understand where the Softphone Layout's "Display these call-related fields" comes from. How did SalesForce compile that list of available fields?
Ultimately, I am trying to take a field that is displaying properly right now on the Soft Phone and prepopulate a Case custom field, but I can't find where that field originates so that I can push it over to case.
Please help!
Thanks in Advance!