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CRM Express for Account Managers

Exam Number: 646-096
Duration: 60 minutes (45-55 questions)
Available Languages: English
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Exam Description Exam Topics
Exam Description
This course provides information for the account manager 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, Cisco CRM Communications Connector, and basic information on Cisco CallManager Express and Microsoft CRM.

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.

Identify customer environments where Microsoft CRM is an appropriate solution
Describe the types of businesses where a CallManager Express/CRM solution can be successfully installed
Describe customer business needs that can be met with a CRM solution
Determine the CRM feature that applies to the customer business environment (Sales, customer service, Professional services)
Evaluate the customers currently installed network systems to determine if CRM can be successfully integrated

Describe the benefits of the Cisco CallManager Express integration with Microsoft CRM
Describe the benefits of Microsoft CRM to the customer’s business
Explain the features provided by the Cisco middleware
Describe the benefits of the combined CCME/CRM solution
Describe the competitive advantages of a Cisco/Microsoft solution over other available products

Qualify the customer to determine if the Cisco/Microsoft solution is a good fit
Estimate the equipment, software and support required to provide a Cisco/Microsoft solution that meets the customer requirements
Determine the customer’s level of commitment to installing a CRM/CCME solution
Describe the Cisco financing tools available
Explain the process of installing and configuring the Cisco middleware
Determine the method to engage a Microsoft CRM reseller
Determine long term maintenance and support requirements

QUESTION 1:
Select the one key feature of accurate call duration tracking. A. provides complete call accounting solution to customer
B. provides call routing of calls to correct agents
C. gives user duration of calls in e-mail
D. provides customers with accurate charge-back billing data

Answer: D

QUESTION 2:

To what type of customers should you present Cisco CRM Communications Connector? Select two.

A. large Enterprise customers with hundres of users
B. small and medium business up to 100 users
C. small office, home office (SOHO) business with less than 5 users
D. Enterprise customers with branch locations up to 100

Answer: B, D

QUESTION 3:

Which types of customers are good candidates for Cisco CRM Communications Connector integration? Select two.

A. customers who use Microsoft CRM B. customers who use all Unix Servers
C. customers with Cisco IP Communications deployed
D. customers who do not need new telephony solutions

Answer: A, C

QUESTION 4:

Select the ideal type of customers the benefit from use of Cisco CRM Communications
Connector solution?

A. a customer who has Microsoft Exchange or Windows Server already deployed
B. a customer using IBM Lotus Notes for e-m ail
C. customer who has invested in a non Microsft CRM Solution
D. a customer who does not use computers or technology

Answer: A

QUESTION 5:

What function is provided by the feature click to dial?

A. auto-dials calls using XML feature on Cisco IP phones
B. listens to e-mail using Microsfot Outlook
C. can auto-dial a phone call using a mouse from within a contact record
D. auto-creates new contact records

Answer: C

QUESTION 6:

Select the two key benefits of using a Cisco/Microsoft salutation compared to other solutions. Choose two.

A. Cisco CRM Communications Connector features are not available with other solutions
B. CRM Solution improves communications among epmployees
C. Cisco provides integration solution at no charge to the reseller
D. CRM communications Connector is easy to install

Answer: C, D

QUESTION 7:
Select those features best describing a Microsoft CRM solution. Select two. A. a Call Center product routing calls to telephone agents/sales people
B. tool to track sales lease, accounts or orders
C. a call recording manager application for recording calls
D. customer service accounts tracking tool

Answer: B, D

QUESTION 8:
Which two key CRM features are used by the salesorganization? Select two. A. lead management
B. account and contact management
C. service requests
D. searchable knowledge.base

Answer: A, B

QUESTION 9:

What type of customer should you pinpoint in your selling efforts? Select three.

A. the customer with Microsoft CRM deployed looking for a new telephony solution
B. the large enterprise customers with more than 150 users per location
C. the customer who just purchase a non-Cisco telephony solution
D. the customer who does not use PC technology
E. the customer with Cisco IP Communications Solution looking for a CRM solution
F. the customer who wants to improve the customer service provided to customers

Answer: A, E, F

QUESTION 10:

Select two key challenges facing small and medium businesses that Microsoft CRM can help to solve. Select two.

A. too many employees
B. difficult to cross-sell or up-sell due to lack of customer information to all sales people
C. customers repeating themselves each time they call
D. poor employee communiations

Answer: B, C

QUESTION 11:
Choose the key benefit of using Cisco/Microsoft solution compared to other solutions. A. integrates with any telephony system
B. provides Unified Messaging features
C. CRM communications Connector is very easy to install and configure
D. Cisco charges thousands of dollars for the communications connector

Answer: C

QUESTION 12:
Which three key CRM features are used by the salesorganization? Select three. A. opportunity management
B. contract management
C. quotes and orders
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Recommended Training about 646-096 exam PDF
The following courses are the recommended training for 646-096 exam PDF.
646-096 Q & A with Explanations
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Exam Number/Code: 646-096
Exam Name: CRM Express for Account Managers

“CRM Express for Account Managers”, also known as 646-096 exam, is a Cisco certification.
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Updated: March 27th , 2008
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