Explain the Open CTI Features, Architecture, and Implications. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 1)

Questions 1–5

1. 1application · medium

   A call center uses Open CTI with a custom adapter. The adapter needs to display the caller's account information on an incoming call. The phone number is matched to an account in Salesforce. What feature should the admin configure to achieve this?

   • AScreen pop that uses the phone number to find the account and opens the account record.
   • BA custom Lightning component that queries the account based on the phone number.
   • CA workflow rule that creates a task with the account information.
   • DAn Apex trigger that sends the account data to the adapter.
   Reveal Solution Discussion Select an answer first
2. 2application · medium

   A company is concerned about the user experience of the Open CTI softphone. They want to minimize the space it takes up in the console and ensure it does not obstruct the record view. What is the best practice?

   • AUse a custom Lightning component that floats over the record view.
   • BPlace the softphone in the utility bar, which can be collapsed when not in use.
   • COpen the softphone in a separate browser tab.
   • DSet the softphone to auto-minimize on every call.
   Reveal Solution Discussion Select an answer first
4. 3foundation · easy

   Which Open CTI feature automatically displays relevant customer records when an incoming call arrives?

   • ACall logging
   • BSoftphone layout
   • CCall routing
   • DScreen pop
   Reveal Solution Discussion Select an answer first
5. 4application · medium

   An organization is evaluating Open CTI for its contact center. The IT team is concerned about the security of call data transmitted between the adapter and Salesforce. What is a key security consideration?

   • AThe adapter has full access to all Salesforce data through the console API.
   • BCall data is encrypted only if the adapter uses HTTPS.
   • CThe adapter runs in an iframe, which limits its access to Salesforce data.
   • DSalesforce stores all call data in a separate encrypted database.
   Reveal Solution Discussion Select an answer first
6. 5foundation · easy

   What is the primary purpose of Open CTI in Salesforce?

   • ATo integrate third-party telephony systems with Salesforce so agents can handle calls within the platform
   • BTo replace the standard Salesforce console with a custom telephony interface
   • CTo provide a native Salesforce phone system that does not require any external telephony provider
   • DTo enable real-time chat between agents and customers directly in Salesforce
   Reveal Solution Discussion Select an answer first