Exam 300-835 topic 1 question 7 discussion

Actual exam question from Cisco's 300-835

Question #: 7
Topic #: 1

Using the Finesse REST APIs coupled with the Finesse notifications, which two use cases can be accomplished? (Choose two.)

A. Add video calling capabilities to an existing application such as a CRM.
B. Add outbound call capabilities to an existing application such as a CRM.
C. Develop a secure monitoring application that captures the agent's states and dialog information of every agent in the contact center system.
D. Develop a fully functioning custom agent desktop that has call control, workflows, and client logging.
E. Develop a fully functioning custom agent desktop for chat, email, and SMS interactions including the content of the chat, email, and SMS.

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Suggested Answer: BE 🗳️

by theflatirons at Feb. 9, 2024, 6:54 p.m.

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theflatirons

10 months ago

Selected Answer: CD

Tough pick, but I'd say C and D based on the Finesse REST API documentation... https://developer.cisco.com/docs/finesse/#!cisco-finesse-rest-apis The Finesse configuration APIs support the Finesse administration console, providing the ability to configure resources (such as reason codes, wrap-up reasons, and workflows). The Finesse APIs support the following capabilities: User Sign In/Sign Out Agent States Configurations Subscriptions Call Control Reason Codes Wrap-up Reasons Teams Team Resource Queues Task Routing Mobile Agents Workflows TeamMessages Desktop Chat Clearly, agent states, workflows and logging is noted, nothing about integrating CRM or SMS. All of the options are doable, but the only native elements are those noted in C & D.

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