Pass4sure 642-091 CRMI 2.83

Posted September 26th, 2008 by pass4sure

CRM Express Integration

Exam Number: 642-091
Duration: 60 minutes (45-55 questions)
Available Languages: English
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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

QUESTION 1:

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

QUESTION 2:

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: D,E

QUESTION 3:

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: B,D

QUESTION 4:

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?

TK

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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

QUESTION 5:

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
QUESTION 6:

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

QUESTION 7:

DRAG DROP
You work as a network technician at Certkiller .com. Your boss Certkiller asks you to arrange the sequence
of events involved in the call terminated message flow. Match the event with the appropriate step.

TK

Answer:

QUESTION 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

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642-091 Q & A with Explanations
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Exam Number/Code: 642-091
Exam Name: CRM Express lntegration
VUE Code: 642-091
Questions Type: Single choice, Multiple choice, Simulate,
Question Numbers of Real-exam: 45-55 questions

“CRM Express lntegration”, also known as 642-091 exam, is a Cisco certification.
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Questions and Answers : 49 Q&As
Updated: April 2nd , 2008
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