Implementing Automation for Cisco Collaboration Solutions (CLAUTO) — Question 36

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

Answer options

• 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.

Correct answer: B, E

Explanation

Option B is correct as it directly relates to adding outbound call capabilities to an existing application, which is a primary use of Finesse APIs. Option E is also correct since it involves developing a custom agent desktop for various communication types. The other options, while related to Finesse, do not align with the specific use cases achievable through the combination of Finesse REST APIs and notifications.