A call center manager wants agents to see a softphone panel in the Salesforce console that shows call controls and automatically opens the contact record when a call arrives. The admin has already created a call center and assigned it to the agents. What else must be done to achieve this?

Enable the CTI softphone in the user's profile and set the default record type for screen pops.

Create a custom Lightning web component to display call controls and use a quick action to open the contact.

Add the softphone to the console app's utility bar and configure the screen pop to open the contact record.

Configure the adapter to use the Salesforce console API to open the contact record automatically.

Which statement best describes the role of Open CTI in a Salesforce service environment?

It acts as the telephony carrier, providing the actual phone lines and call routing

It replaces the need for a computer telephony integration (CTI) adapter

It is a Salesforce feature that only works with Salesforce's own telephony service

It serves as a bridge between the telephony system and Salesforce, enabling call data and controls to appear in the console

An organization wants to replace its legacy on-premise telephony system with a cloud-based solution. They require agents to have a softphone integrated into Salesforce, with click-to-dial and screen pops. The telephony vendor provides a JavaScript adapter. Which approach should the admin take?

Develop a custom Lightning component that uses WebRTC to handle calls directly in Salesforce.

Use Open CTI with the vendor's adapter to integrate the cloud telephony with Salesforce.

Use Salesforce Connect to integrate the telephony system's data.

Use Salesforce's built-in telephony integration for cloud-based systems.

In the Open CTI architecture, what is the role of the CTI adapter?

It is the software that translates telephony events into Salesforce-compatible API calls

It is the telephony switch that routes calls to agents

It is the Salesforce component that stores call recordings

It is the user interface that agents use to make calls

SalesforceCertified Agentforce Service Consultant

Domain 5Objective 3

Explain the Open CTI Features, Architecture, and Implications. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 4)

Part of the INTERACTION CHANNELS domain, which accounts for 9% of the AGENTFORCE-SERVICE-CONSULTANT exam.

21questions here

5free pages

4concepts

9%of the exam

Questions 16–20

16application · medium
A call center manager wants agents to see a softphone panel in the Salesforce console that shows call controls and automatically opens the contact record when a call arrives. The admin has already created a call center and assigned it to the agents. What else must be done to achieve this?
Select an answer first
17foundation · easy
Which statement best describes the role of Open CTI in a Salesforce service environment?
Select an answer first
18application · medium
An organization wants to replace its legacy on-premise telephony system with a cloud-based solution. They require agents to have a softphone integrated into Salesforce, with click-to-dial and screen pops. The telephony vendor provides a JavaScript adapter. Which approach should the admin take?
Select an answer first
19foundation · easy
Which component in the Open CTI architecture is responsible for defining the call center configuration in Salesforce?
Select an answer first
20foundation · easy
In the Open CTI architecture, what is the role of the CTI adapter?
Select an answer first

Finished these 5 questions?

Review the revealed explanations, or continue through the curriculum.

Next 5 questions →Back to AGENTFORCE-SERVICE-CONSULTANT

Free Basic Practice is a study aid with revealable answers — not a scored exam. Examers.io is independent and not affiliated with or endorsed by Salesforce. “AGENTFORCE-SERVICE-CONSULTANT” is a trademark of its owner, used for identification only.