Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? Choose 2.

A prebuilt Salesforce computer telephony integration (CTI) adapter acts as an intermediary between the telephony system and Salesforce CRM users, specifically in a call center environment. This connection is crucial as it enables the integration of telecommunications with Salesforce, allowing users to manage calls directly within the Salesforce interface. By doing so, it enhances the workflow for service agents, allowing them to access customer information and history without switching between multiple applications.

The other option pertaining to the functionality of a CTI adapter involves utilizing the SoftPhone capability from within the Salesforce application. SoftPhone technology allows agents to make and receive calls through the Salesforce interface, further streamlining the process. Having this feature is essential for a CTI adapter as it enables seamless communication without the need for external phone systems, directly integrating the telephony experience with Salesforce.

Ultimately, the characteristics of prebuilt CTI adapters allow for improved efficiency and user experience in Salesforce environments, particularly for organizations that prioritize effective customer communication and case management.