Explain the Use Cases and Considerations Common to Contact Center Integration Patterns. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 3)

Questions 11–13

1. 11foundation · easy

   A company wants to provide agents with a screen pop showing the customer's Salesforce case history when a call arrives. Which integration pattern best supports this use case?

   • AManual lookup by agents in Salesforce
   • BBulk data export of all cases to the contact center
   • CComputer telephony integration (CTI) with screen pop
   • DUsing a third-party reporting tool
   Reveal Solution Discussion Select an answer first
2. 12foundation · easy

   A contact center is implementing a new integration pattern. Which operational consideration is most important to plan for?

   • AThe name of the integration vendor
   • BThe number of desks in the contact center
   • CHow the integration will be monitored and maintained
   • DThe color of the error messages
   Reveal Solution Discussion Select an answer first
3. 13expert · hard

   A company is integrating their contact center with Agentforce Service. They have a requirement to record all calls for compliance purposes. They are considering using a third-party CTI integration that provides call recording. What is a key consideration they must address?

   • AEnsure the call recording is stored in a compliant location
   • BConfigure Salesforce to store call recordings in the CRM
   • CDisable call recording for certain customers to reduce storage costs
   • DUse a third-party storage service without reviewing its security
   Reveal Solution Discussion Select an answer first