CRM Express lntegration : 642-091 Exam
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Questions and Answers : 49 Q&As Updated: October 29th , 2008 Price: $119.99 $89.99 Product Description
Exam Number/Code: 642-091
Exam Name: CRM Express lntegration
“CRM Express lntegration”, also known as 642-091 exam, is a Cisco certification. With the complete collection of questions and answers, Exambible has assembled to take you through 49 Q&As to your 642-091 Exam preparation. In the 642-091 exam resources, you will cover every field and category in APE for Validating Knowledge helping to ready you for your successful Cisco Certification.
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Exam DetailsThe exam assesses knowledge of the Systems Engineer on the CRM Express Solution delivering easy to install integration between Cisco CallManager Express and Microsoft Customer Relationship Management (CRM) software. The exam covers the integration application, detailed information about the Cisco CRM Communications Connector, and intermediate level Cisco CallManager Express and Microsoft CRM information.
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642-091 CRMI
CRM Express Integration
Exam Number: 642-091
Duration: 60 minutes (45-55 questions)
Available Languages: English
Click Here to Register: Pearson VUE
Exam Policies: Read current policies and requirements
Exam Tutorial: Review type of exam questions
Exam Description Exam Topics
Exam Description
The exam assesses knowledge of the Systems Engineer on the CRM Express Solution delivering easy to install integration between Cisco CallManager Express and Microsoft Customer Relationship Management (CRM) software. The exam covers the integration application, detailed information about the Cisco CRM Communications Connector, and intermediate level Cisco CallManager Express and Microsoft CRM information.
Exam Topics
The following information provides general guidelines for the content likely to be included on the exam. However, other related topics may also appear on any specific delivery of the exam.
Present the Cisco Call Manager Express CRM Solution
Explain the operation and architecture of a Cisco Call Manager Express CRM Solution
Describe the customer benefits including screen pops for calls, call tracking, click-to-dial
Describe the benefits of call tracking data and reporting features obtained through the integration of Cisco CallManager Express and Microsoft CRM
Explain the benefits of using the Cisco/Microsoft CRM solutions over using other industry products
Determine when Cisco Call Manager Express CRM solution is appropriate
Install and configure the C4 Client software on desktops
Install the C4 software on a Microsoft Windows Desktops (XP/2000)
Obtain information from the CallManager Express required to configure the C4 software
Perform TAPI configuration
Configure integration method
Configure CRM IP address
Set the appropriate user options
Turn on and use logging functions
Install and configure the C4 Server software on the Microsoft CRM server using the Administration Configuration Utility
Install the C4 software on a Microsoft Windows Desktops (XP/2000)
Determine and set number of extensions
Set dial prefixes and rules
Turn on and use logging functions
Troubleshoot the operation of the Cisco Call Manager Express CRM solution
Use the troubleshooting tool to determine performance and operational problems
Use the logs to determine and isolate problems precise, and logical.
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1 Select the two answers that best describe the Screen Pop feature
provided by the Cisco CRM Communications Connector. (Choose two.)
A. supports automatically popping the customer record when a customer
call is internally transferred from one CRM user to another
B. opens customer account record on recipient s PC screen as call arrives
C. provides a screen pop of the customer s previous purchase history with the company for the agent to view
D. supports manual association of calls with new or existing account records
Answer: BD
2 Bob s Bicycles currently has a room-based videoconferencing system
that is connected to the PSTN via three BRIs. The company is converting
to H.323 and would like to continue using the BRIs to make video calls
to the suppliers. Which device should the company deploy?
A. Cisco IPVC 3511
B. Cisco IPVC 3521
C. Cisco IPVC 3526
D. Cisco IPVC 3540
Answer: B
3 What type of application programming interface (API) does the Cisco
CallManager Express use to relay caller ID and call state information
to the Cisco CRM Communications Connector?
A. Transaction Tracking Response API (TTR)
B. Java Telephony Programming Interface (JTAPI)
C. Cisco CallManager Express uses TAPI Lite, leveraging the TAPI service provider integrated into Cisco IOS
D. Cisco CallManager Express uses Extended Markup Telephony Integration (EMTI)
Answer: C
4 What information needs to be obtained from the Cisco CallManager
Express in order to configure the Cisco CRM Communications Connector to
function properly? (Choose two.)
A. version number of the CallManager Express
B. number of phones registered to the CallManager Express
C. total number of extensions defined on the CallManager Express
D. CallManager Express username and password associated with the CRM user s extension
E. IP address of the CallManager Express
Answer: DE
5 Select the answer that best describes how the Cisco CRM
Communications Connector handles Click to Dial outbound calls if there
is more than one phone number listed for the Microsoft CRM customer
contact?
A. You cannot Click to Dial if there is more than one phone number listed for the Microsoft CRM customer contact record.
B. The Cisco CRM Communications Connector pops a small GUI which asks you to choose which phone number you wish to call.
C. You select which phone number is the primary phone number for the contact; that number is the one that is called.
D. The Cisco CRM Communications Connector Click to Dial feature works only with the listed business phone number field.
Answer: B
6 Select the answer that best describes the role of Microsoft CRM within the solution.
A. functions as the call queuing and call routing component to perform screen pops
B. acts as the interface and data store for the customer records database
C. performs automatic lookups of the Caller ID information sent
directly from the Cisco CallManager Express to the Microsoft CRM server
D. functions as the TAPI listener to receive new call information from Cisco CallManager Express
Answer: B
7 What is stored in the CRM Services Relative URL directory?
A. Microsoft CRM customer records
B. call detail records used for tracking the duration of calls
C. files associated with the Cisco CRM Communications Connector client GUI
D. extended services configuration files
Answer: C
8 Select the answer that best describes the business benefits provided by the Call Information Capture feature.
A. captures the name of the customer from the caller ID information
sent from the phone company and records it into the phone call activity
record, saving the user time and eliminating incorrect entry of call
information
B. accurately records call information into a phone call activity
record, saving the user time and eliminating incorrect entry of call
information
C. reduces the cost of the solution to the business by automatically
capturing call information and alerting the business owner when
employees abuse the phone system
D. increases revenue to the business by allowing the customer account record to be popped on the IP phone display
Answer: B
9 Select the answer that best describes the business benefits provided by the Screen Pop feature.
A. saves the user time when an inbound or outbound call is placed or
received by automatically popping the customer service record of the
employee who owns the customer case
B. automatically pops configured telemarketing scripts which allows the employee to up-sell the customer on the latest products
C. saves the user time when an inbound or outbound call is placed or
received, by automatically popping the customer record and phone call
record on the user s screen
D. improves customer service by automatically popping the customers last e-mail to the Microsoft CRM user
Answer: C
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