Explain the Open CTI Features, Architecture, and Implications. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 3)

Questions 11–15

1. 11application · medium

   A company is deploying Open CTI to integrate its existing softphone with Salesforce. The telephony vendor provides a JavaScript adapter that handles call signaling. The admin needs to ensure that when an agent clicks a phone number in a Salesforce record, the adapter receives the number and initiates a call. What is the minimum configuration required?

   • AInstall a managed package from the telephony vendor and configure the call center in Setup.
   • BCreate a call center with the adapter URL, assign it to users, and enable CTI in the console app.
   • CEnable the CTI softphone in the user's profile and set the adapter URL in the console app settings.
   • DCreate a custom button on the record page that calls the adapter's JavaScript function directly.
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2. 12application · medium

   An organization is planning to roll out Open CTI to its support team. The security team requires that call data and screen pops remain within the Salesforce environment and that the telephony adapter cannot access unrelated Salesforce data. Which configuration should the admin implement?

   • AConfigure the call center with the adapter URL and rely on Salesforce's standard screen pop to pass only the record ID to the adapter.
   • BUse a custom adapter that runs in the same browser context as the Salesforce console, so it can access all data for screen pops.
   • CDeploy the adapter as a managed package that runs natively in Salesforce, giving it full access to all objects.
   • DEnable the CTI softphone for all users and allow the adapter to use the Salesforce REST API to fetch any record for display.
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4. 13expert · hard

   A company is planning to deploy Open CTI to a large call center. The IT team is concerned about the performance of the softphone in the console, especially during peak call times. What is the best practice to ensure optimal performance?

   • AUse a lightweight adapter that minimizes DOM manipulation and uses efficient JavaScript.
   • BIncrease the number of utility bar items to distribute the load.
   • CDisable screen pops to reduce data processing.
   • DUse a separate browser tab for the softphone to reduce console load.
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5. 14foundation · easy

   Which Open CTI feature provides agents with buttons to answer, hang up, and hold calls?

   • ACall center configuration
   • BScreen pop
   • CCall routing
   • DSoftphone layout
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6. 15application · medium

   An admin is setting up Open CTI for the first time. They have created a call center with the adapter URL and assigned it to the sales team. However, when a sales rep clicks a phone number in a lead record, nothing happens. What is the most likely missing configuration?

   • AThe adapter URL is not accessible from the agents' network.
   • BThe sales team does not have the CTI permission set.
   • CThe lead record does not have a phone number field.
   • DThe softphone is not enabled in the console app's utility bar.
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