200-901 practice question 18 of 35

What are two key capabilities of Cisco Finesse? (Choose two.)

Domain Application Deployment and Security

Answer options

A: Finesse includes an RPC API that enables the development of custom gadgets.

B: Agents access Finesse from a browser without needing to install or configure anything on the client machine. Correct answer

C: Finesse automatically collects telemetry data

D: An OpenDNS utility is preconfigured and ready to use on Finesse.

E: Gadget containers provide a seamless experience in a single user interface. Correct answer

Correct Answer:

B. Agents access Finesse from a browser without needing to install or configure anything on the client machine.; E. Gadget containers provide a seamless experience in a single user interface.

Explanation

Cisco Finesse is a next-generation, web-based agent and supervisor desktop for Cisco's contact center solutions. A key capability is its thin-client architecture, allowing agents to access the desktop via a web browser without any client-side installation, simplifying deployment and maintenance (B). Another core feature is its customizable, gadget-based user interface. The Finesse desktop is a container that hosts various "gadgets" (small web applications). This architecture allows for the integration of third-party applications and custom tools directly into the agent's workspace, creating a single, seamless user interface (E). This enhances agent productivity by consolidating all necessary tools into one screen.

Why Incorrect

A. Finesse provides a REST API and a JavaScript Library API for customization, not an RPC (Remote Procedure Call) API.
C. Finesse provides real-time call and agent state data, but its primary function is not the automatic collection of network telemetry data.
D. OpenDNS (Cisco Umbrella) is a security product and is not a preconfigured utility or an integrated feature of the Cisco Finesse platform.

References

1. Cisco Finesse Administration Guide, Release 12.6(1), "Introduction to Cisco Finesse" section.

Page 1-1: "Cisco Finesse is a next-generation agent and supervisor desktop... It is a browser-based desktop that requires no client-side installations." (Supports answer B).

Page 1-1: "The desktop is composed of individual user interface components called gadgets. This allows administrators and developers to customize the desktop layout and functionality." (Supports answer E).

2. Cisco Finesse Web Services Developer Guide, Release 12.6(1), "Overview" chapter, "Finesse APIs" section.

Page 1-1: "Cisco Finesse provides a REST API and a JavaScript Library API. The Finesse REST API allows client applications to access the features of the Finesse server." (Refutes answer A, confirming the API is REST-based, not RPC).

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