free p4s Cisco APE for Validating Knowledge Exam 642-091 v2.95

CRM Express lntegration : 642-091 Exam 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 Number/Code: 642-091
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Exam Name: CRM Express lntegration
VUE Code: 642-091
Questions Type: Single choice, Multiple choice, Simulate,
Real Exam Question Numbers: 45-55 questions
Exam Language(s): English

“CRM Express lntegration”, also known as 642-091 exam, is a Cisco certification.
Preparing for the 642-091 exam? Searching 642-091 Test Questions, 642-091 Practice Exam, 642-091 Dumps?

With the complete collection of questions and answers, Pass4sure has assembled to take you through 49 questions 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.

Questions and Answers : 49 questions
Updated: 2008-2-29
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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
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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

3.Which three components belong to the Cisco CallManager Express CRM solution? (Choose three.)
A:Cisco JTAPI host software
B:Cisco CallManager Express
C:Microsoft Remote Screen Pop Services (RSPS)
D:Cisco Security Device Manager
E:Microsoft CRM
F:Cisco CRM Communications Connector
Correct Answers: B, E, F

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4.Given a customer scenario where a contact center is not installed, describe the benefits of installing the Cisco CRM
Communications Connector application.
A: The business saves money by not having to purchase contact center software because the Cisco CRM Connector
software handles the call routing and queuing.
B: All customer-facing employees save time by having the Cisco CRM Communications Connector software contact them
when they are away from their desk by cell phone or pager.
C: All customer-facing employees who receive inbound calls from internal or external customers can benefit from the
productivity enhancement features by time saving and elimination of entry errors.
D: The business saves money by not having to hire contact center agents because the calls are answered by the Cisco
CRM Communications Connector application.
Correct Answers: C

5.What Microsoft CRM files does the Cisco CRM Communications Connector update to add the Click to Dial
customization buttons to the CRM customer contact records? (Choose two.)
A:clicktodial.config
B:globalconfig.xml
C:isv.config
D:outlookclient.xml
E:clientconfig.cfg
Correct Answers: C, D

6.Select the answer that best describes the role of CallManager Express within the solution.
A: provides screen pops and associates incoming calls with existing Microsoft CRM customer records
B: stores customer records and causes the Microsoft CRM user’s PC to pop the associated customer record
C: maintains the database of previous calls history for each Microsoft CRM user’s customer contacts
D: provides call processing, caller ID information, and call state information to the Cisco CRM Communications Connector
Correct Answers: D

7.How do you debug events associated to the Cisco CRM Communications Connector client software?
A: Open the global.config file on the client PC in the \clientconfig folder and set the “debugging=” parameter to a specific
debug level.
B: Using the administration configuration utility on the server, check the debugging box and select the level of debugging
you want.
C: Using the debugging tab in the client configuration menu, select enable logging and set the level of logging desired.
D: There is no debugging on the client PC; it all takes place on the Cisco CRM Communications Connector server
software.
Correct Answers: C

8.Select the answer that best describes the purpose of the isv.config file on the Microsoft CRM server.
A: configures the dial strings and dial patterns
B: logs warning messages sent from the Microsoft CRM Security Service
C: allows customization of Microsoft CRM forms
D: stores the contact record database configuration on the CRM server
Correct Answers: C

9.Select the answer that best describes the Call Information Capture feature provided by the Cisco CRM Communications
Connector.
A: captures incoming and outgoing call information including calling number, called number, and call start and end times.
B: captures the customer name from the caller ID information sent with incoming call from the telephone company
C: captures the incoming and outgoing call information, and customer name from the caller ID information sent with the
incoming call from the telephone company
D: none of the above; you have to manually input call information into the phone activity record
Correct Answers: A

10.Select the answer that correctly describes how a user associates an incoming call with an existing customer record if
the caller’s phone number is not associated with the Microsoft CRM customer contact record.
A: The Cisco CRM Communications Connector software cannot associate an incoming call with an existing customer
record if the caller’s phone number is not associated with a Microsoft CRM customer contact record.
B: Enter the name of the customer in the Find Customer field of the Cisco CRM Communications Connector GUI and click
Find. Then click on the customer name to associate the caller with an existing customer record.
C: Enter the name of the customer in the search field of the Cisco CRM Communications Connector client GUI and click
the Search button. Then click the Create New Phone Call Record icon.
D: The Cisco CRM Communications Connector software uses an interactive voice response solution to associate an
incoming call with an existing customer record.
Correct Answers: C

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