QUESTION 21 OF 32

What is CTI? Why is it relevant to ServiceNow HRSD?

Computer telephony integration (CTI) means linking a call center's telephone systems to their business applications, typically so that their business software can have more control over call management. CTI allows HR Service Delivery Agent Workspace to support inbound and outbound telephone calls.

The interviewer may ask this question to gauge your level of industry and technical knowledge in IT/HR/Customer Service. Providing a knowledgeable answer will show that you understand factors present in an HRSD Implementation that may not be present in implementation in other Modules.

"CTI is the process of integrating a company's telephone system to their business applications -- in this case, ServiceNow. This is relevant to the HRSD Module because it enables customer service agents to place and receive calls in ServiceNow applications."

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Deloitte HRSD Tech Lead Mock Interview

What is CTI? Why is it relevant to ServiceNow HRSD?

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