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
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
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