What are two key considerations for this integration?

A consultant has been hired to integrate a client’s phone system with the Salesforce Service Console.

What are two key considerations for this integration? Choose 2 answers
A . CTI Adapter configuration
B . Lightning Console enablement
C . Call Center Definition File creation
D . Service Console case creation configuration

View Answer

Answer: A, C

Explanation:

A CTI adapter is a software component that connects Salesforce to a phone system and enables features such as click-to-dial, screen pop, call logging, and call transfer. A call center definition file is an XML file that defines the settings and behaviors of the CTI adapter for Salesforce users. Both of these are key considerations for integrating a phone system with the Salesforce Service Console.

Verified Reference:

Salesforce Help: CTI Adapters and Salesforce Help: Call Center Definition Files