Identify which three requirements can be accomplished through the use of standard workflow/workspace functionality.

Your customer would like you to create a workflow following these requirements:
Requirement 1: The workflow will allow the agent to switch between workspaces by clicking the
“Select Workspace” button.
Requirement 2: The agent can launch the script both within the workspace as well as by leaving the
workspace while still inside the workflow.
Requirement 3: The workflow must capture all phone data provided to the agent in their desktop
softphone application.
• DSN
• ANI
• Language
• Exit reason
• Transfer From
• Transfer Notes
Requirement 4: If a contact record exists, the workflow must load the contact found as the contact
for the incident.
Requirement 5: If a contact record is not found, the contact will be created with all the data
captured from softphone.
Your customer is not willing to purchase or deploy custom objects to manage any data coming from
their CTI integration.
Identify which three requirements can be accomplished through the use of standard
workflow/workspace functionality.

A.
Requirement 1

B.
Requirement 2

C.
Requirement 3

D.
Requirement 4

E.
Requirement 5

Explanation:

Note:
* A desktop workflow is a sequence of workspaces, scripts, decisions, and actions – even other
embedded workflows – that supports a business process. Using an intuitive design interface, you
define a workflow by assembling a set of elements into a logical order to form a flow diagram, then
adding decision logic to advance the flow.