Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers A Agents can use telephony on a wide range of browsers and operating systems while only developing once. B Developers can embed API calls and processes on web pages to automate call handling processes.
Full Answer
What are the open CTI APIs for Salesforce?
There are separate Open CTI APIs for Salesforce Classic and Lightning Experience. One should have basic familiarity with CTI, JavaScript, Visualforce, web services, software development, the Salesforce console, and the Salesforce Call Center. The approach provided in the two APIs is not always the same.
Do Salesforce users need CTI adapters for softphones?
Before Open CTI systems, Salesforce users were mandated to install a Desktop CTI adapter in their machines to have the option of making web-based softphone calls. But at present, there is no need to install CTI adapters on the Salesforce user’s machines.
How do I integrate open CTI with Salesforce Lightning?
Create a Lightning app and add the Open CTI Softphone to your utility bar. In the call center definition file, the reqSalesforceCompatibilityMode item must be set to Lightning or Classic_and_Lightning. Open CTI for Lightning Experience works only in Lightning apps—it doesn’t work in Salesforce Classic apps.
How to integrate third-party CTI systems with Salesforce call center?
Build and integrate third-party computer-telephony integration (CTI) systems with Salesforce Call Center using a browser-based JavaScript API. To display CTI functionality in Salesforce, Open CTI uses browsers as clients. With Open CTI, you can make calls from a softphone directly in Salesforce without installing CTI adapters on your machines.
Which three are characteristics of flow Service Cloud?
A) Sites with knowledge and web-to-case. B) Sites and customer communities. C) Visualforce and self-service portal.
Why is Open CTI awesome?
Open CTI allows developers – such as Fastcall – to give a much more customized and advanced feature set. These more advanced features found in Fastcall include: Voicemail drop with multiple recorded messages per user; and messages shared with a group.
Which three are characteristics of flow?
The three most common types of flow characteristics are quick opening, equal percentage and linear.
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond? AConfigure Lightning Guided Engagement.
What is Salesforce CTI?
Salesforce CTI is one of the most popular methods used to connect organizations' telephone and computer systems. CTI allows data to be used and sent between computers, phones, and other core service and sales systems, such as CRM. CTI for Salesforce allows phone conversations and calls to be made into data.
What is CTI in Service Cloud Salesforce?
Open CTI is a JavaScript API that lets you build and integrate third-party computer-telephony integration (CTI) systems with Salesforce Call Center. To display CTI functionality in Salesforce, Open CTI uses browsers as clients.
What is flow Salesforce?
A flow is the part of Salesforce Flow that collects data and performs actions in your Salesforce org or an external system. Salesforce Flow provides two types of flows: screen flows and autolaunched flows. To automate a business process that collects data from people, use a screen flow.
Which of the following are benefits of flow designer?
Flow Designer reduces development costs by providing a library of reusable flow components in the base system which is created by ServiceNow developers. Flow Designer reduces upgrade cost with the help of upgrade-safe platform logic instead of complex custom scripts.
What are the two major components that must come together to achieve flow?
The melting together of action and consciousness This feeling of unity can expand to a person's surroundings (nature) as well as to a whole group of people working together (team flow).
Which search mechanism should be used to find case comments from within the lightning service console?
Currently Case Comments are not Searchable in Lightning. They are only Searchable in Saleforce Classic. Searching by comments is one of the frequent ways to look for case by service cloud users.
What is open CTI?
To implement Open CTI, it helps if you have a basic familiarity with: CTI, JavaScript, Visualforce, web services, software development, the Salesforce console, and the Salesforce Call Center. Keep in mind that Open CTI is only available for use with JavaScript pages. The examples in this guide are in JavaScript.
Can you use CTI in Salesforce?
To display CTI functionality in Salesforce, Open CTI uses browsers as clients. With Open CTI, you can make calls from a softphone directly in Salesforce without install ing CTI adapters on your machines. After you develop an Open CTI implementation, you can integrate it with Salesforce using Salesforce Call Center.
Can you swap CTI APIs?
You can’t swap the two Open CTI APIs in custom JavaScript code because they behave and function differently. Make sure that you think about where you want to implement your CTI system before you begin developing. With Open CTI, you can: Build CTI systems that integrate with Salesforce without the use of CTI adapters.
What is CTI in Salesforce?
Computer-telephony integration (CTI) systems are frequently used in conjunction with CRM software to give quality contact center solutions to an organization’s end-customers. Thus, Open CTI is used in Salesforce to achieve customer-company connections.
What is an asynchronous call in CTI?
Open CTI lets you issue asynchronous calls. Asynchronous calls grant the client-side process to go on instead of waiting for a callback from the server. To issue an asynchronous call, you need to add an extra parameter with the API call, referred to as a callback function. When the result is ready, the server appeals to the callback method with the result. For example:
Can you make calls with a softphone in Salesforce?
By Open CTI, you can make calls with a softphone directly inside Salesforce without installing CTI adapters .
Is Salesforce Classic accessible in Lightning Experience?
The approach provided in the two APIs is not always the same. Some Salesforce Classic ways are not accessible in Lightning Experience and some have been renamed. Such as “ isVisible () ” is one of the methods available in Open CTI although executing Open CTI in classic this method name will be used and while implementing in Lightning Experience this approach name will be “ isSoftPhonePanelVisible () “.
Do I need a CTI adapter for Salesforce?
But at present, there is no need to install CTI adapters on the Salesforce user’s machines. By adopting Open CTI, users can freely make calls in Salesforce without any blockade.
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