CRT-261 Question #148: Real Exam Question with Answer & Explanation

The correct answer is B. Configure the CTI Adapter.. During the integration of a client's phone system with the Service Console, configuring the Computer Telephony Integration (CTI) Adapter is a critical step. This involves setting up the interface between the phone system and Salesforce, enabling features like click-to-dial, call

Question

A consultant has been hired to integrate a client's phone system with the Service Console. What is the consultant required to do during this integration?

Options

AEnable the Lightning Console.
BConfigure the CTI Adapter.
CAdd the utility bar to the app.

Explanation

During the integration of a client's phone system with the Service Console, configuring the Computer Telephony Integration (CTI) Adapter is a critical step. This involves setting up the interface between the phone system and Salesforce, enabling features like click-to-dial, call logging, and screen pops within the Service Console for improved agent efficiency.

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