I’d like to pass information collected in the scenario to our desktop application
If the customer’s CRM is not REST based, you may look at using the .NET API (adapi) to communicate with the client CRM if they are running the .NET framework. .NET and REST are the two methods that we have available to communicate with endpoints (aside from websites and databases). The difference between the two is that RESTful queries through Fetch URL will be performed in the scenario. The .NET method will run on top of agent desktop and would need to be built out specifically to work with the external CRM system.