A company wants to integrate their phone system into Salesforce to automatically record call history.
What would Salesforce Admin do to achieve this?
Click on the arrows to vote for the correct answer
A. B. C. D.Correct Answer: D
Typically, CTI vendors or partners create Open CTI implementations.
After you have done an Open CTI implementation, it's integrated with Salesforce using the Salesforce Call Center.
Keep in mind that the out-of-the-box Service app is a Salesforce Classic app and only supports Open CTI for Salesforce Classic.
To make calls in Lightning Experience, use Open CTI for Lightning Experience in a Lightning Experience app, like our out-of-the-box Service Console app.
Option A is incorrect because creating custom CTI application will need a developer and lots of work to be done for this to be achieved.
Also, this is beyond the capabilities of a Salesforce Administrator.
Option B is incorrect because there is no option to activate the CTI connector without a CTI partner.
Option C is incorrect because Salesforce cannot enable CTI if you don't have CTI partner to have an implementation in place.
Reference:
To integrate a phone system into Salesforce to automatically record call history, a Salesforce Administrator would need to activate a Computer Telephony Integration (CTI) connector. CTI is a technology that allows computer systems to interact with telephone systems, enabling features such as call routing, caller identification, and call logging.
Activating a CTI connector in Salesforce requires the following steps:
Check the Phone System Compatibility: Before activating CTI, the Salesforce Admin should check the compatibility of their phone system with Salesforce. Salesforce supports a wide range of phone systems, including Avaya, Cisco, and Genesys, among others.
Choose a CTI Connector: Once the phone system compatibility is confirmed, the Salesforce Admin should choose a CTI connector that is compatible with the phone system. Salesforce provides a list of CTI connectors in their AppExchange marketplace, including popular options like Five9, RingCentral, and Twilio.
Install the CTI Connector: After choosing a CTI connector, the Salesforce Admin should install it in Salesforce. The installation process may vary depending on the CTI connector, but typically involves installing a managed package from the AppExchange.
Configure the CTI Connector: Once the CTI connector is installed, the Salesforce Admin should configure it to match the phone system's settings. This involves configuring settings like call routing, call logging, and caller identification.
Test the CTI Connector: After configuring the CTI connector, the Salesforce Admin should test it to ensure it is working correctly. They can do this by making test calls and verifying that the call history is being recorded in Salesforce.
In summary, the Salesforce Admin would activate a CTI connector to integrate their phone system into Salesforce to automatically record call history. They would first check phone system compatibility, choose a CTI connector, install and configure it, and finally test it to ensure it's working correctly.