Salesforce Certified Service Cloud Consultant — Question 48

Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to call capability.

Which three configurations are needed for the softphone to work in Salesforce? (Choose three.)

Answer options

• A. Assign the Salesforce CTI license to Salesforce users.
• B. Create a softphone layout and assign to user profiles.
• C. Install an adapter from AppExchange to work with third-party CTI systems.
• D. Assign the correct Salesforce users to the Call Center.
• E. Enable Chat in their Experience Cloud Site to chat with an agent.

Correct answer: B, C, D

Explanation

The correct configurations for the softphone to function in Salesforce include creating a softphone layout (B), installing an adapter from AppExchange for compatibility with third-party systems (C), and assigning users to the Call Center (D). Assigning a Salesforce CTI license (A) is necessary but not specifically tied to the softphone functionality, while enabling Chat (E) does not pertain to the softphone setup.