What components are needed to configure SoftPhone capability in the Salesforce Console for Service?

The correct answer highlights the necessity of installing an adapter from AppExchange to work with third-party CTI systems. This is a crucial component when configuring SoftPhone capabilities because the adapter acts as a bridge between Salesforce and the communication platforms being utilized. It facilitates integration, ensuring that features such as click-to-dial, screen pops, and call logging function seamlessly within the Salesforce interface.

For successful SoftPhone implementation, having the right integration is essential—without it, even if other setup steps are completed, the functionality may be diminished or completely inoperable. The adapter provides the tools needed to connect Salesforce with external telephony systems, thus enabling users to efficiently handle calls within the Service Console.

Assigning licenses, creating layouts, and linking users to call centers are all important components of a comprehensive configuration strategy, but without the adapter, those elements alone would not enable the SoftPhone's operational capabilities. This underscores the adapter's role as the foundational element that allows Salesforce to recognize and interact with external phone systems and workflows.