Explain the Open CTI Features, Architecture, and Implications. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 2)

Questions 6–10

1. 6expert · hard

   An organization uses Open CTI with a third-party adapter. The security team requires that the adapter cannot access Salesforce data outside of the call context. However, the adapter needs to display the caller's account name and recent cases. What is the best way to meet both requirements?

   • AHave the adapter use the Salesforce console API to fetch the account and cases directly.
   • BUse a custom Lightning component that embeds the adapter and passes data via the component's attributes.
   • CGrant the adapter full API access so it can query any data it needs.
   • DUse screen pops to pass the account ID and case IDs to the adapter, and have the adapter use the Salesforce REST API with a restricted OAuth scope.
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2. 7expert · hard

   A company is migrating from a legacy CTI system to Open CTI. The legacy system uses a Java applet for the softphone. The new telephony vendor provides a JavaScript adapter. The admin must ensure a smooth transition with minimal disruption. What is the best approach?

   • ADeploy the new Open CTI adapter in a sandbox, test it, then roll it out to production while keeping the legacy system available.
   • BImmediately replace the legacy system with Open CTI in production.
   • CKeep the legacy system and use Open CTI only for new hires.
   • DUse a hybrid approach where some agents use the legacy system and others use Open CTI.
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4. 8expert · hard

   A company is using Open CTI with a custom adapter. The adapter provides call controls, but the softphone layout in the console is not showing the call controls. The admin has verified the adapter URL is correct and the call center is assigned. What is the most likely cause?

   • AThe softphone is not added to the utility bar.
   • BThe users do not have the correct permission set.
   • CThe browser is not supported.
   • DThe adapter is not implementing the Open CTI API correctly.
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5. 9foundation · easy

   Which browser-related consideration is important for Open CTI to function correctly?

   • AThe browser must allow pop-ups from the Salesforce domain
   • BThe browser must have cookies disabled for security
   • CThe browser must support Java applets
   • DThe browser must be Internet Explorer 11
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6. 10application · medium

   A company is using Open CTI with a third-party telephony adapter. The adapter needs to display call data in the softphone and also send call logs to Salesforce. The admin wants to ensure the adapter can communicate with Salesforce securely. What is the recommended approach?

   • AConfigure the adapter to use the Salesforce Connect API to sync call logs.
   • BUse the Open CTI screen pop to pass call data to a Visualforce page that inserts the log.
   • CUse the adapter's built-in HTTP calls to directly insert records into Salesforce without authentication.
   • DUse the Salesforce REST API with OAuth 2.0 from the adapter to create call logs.
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