Pass4sure 646-096 Exam 2.93

646-096 CRMAM
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

CRM Express for Account Managers : 646-096 Exa

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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With the complete collection of questions and answers, Pass4sure has assembled to take you through 51 Q&As to your 646-096 Exam preparation. In the 646-096 exam resources, you will cover every field and category in Others helping to ready you for your successful Cisco Certification.

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Question No: 1 Select two key benefits of Microsoft CRM versus other CRM products. (Choose two.)
A. works with Unix-based clients
Question No: 2 Select two key benefits of Microsoft CRM. (Choose two.)
A. can be customized to customer’s business quickly
B. automatically routes calls over the internet
C. creates pay roll checks
D. works within Microsoft Outlook for easy use
Answer: A, D
B. fully integrated with Microsoft Office and Outlook
C. offers a complete Microsoft Back office solution (end-to-end)
Question No: 3 What type of customer should you pinpoint in your selling efforts? (Choose three.)
A. the customer with Microsoft CRM deployed looking for a new telephony solution
B. the large enterprise customers with more then 150 users per location
C. the customer who just purchased 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
D. works with existing I-Mac clients
Answer: B, C
Question No: 4 Which three key CRM features are used by the sales organization? (Choose three.)
A. opportunity management
B. contract management

C. quotes and orders
D. account and contact management
E. searchable knowledge base
F. case management
Answer: A, C, D
Question No: 5 Select two key CRM features used in customer service. (Choose two.)
A. opportunity management
B. service requests
C. competitor tracking
D. e-mail management
Answer: B, D
Question No: 6 What telephony feature is used to auto-search CRM records and provides a screen pop with
incoming calls?
A. Calling Name
B. Company Name
C. Called Number
D. Calling Number
Answer: D
Question No: 7 Select two key benefits of Microsoft CRM to the customer service organization.
(Choose two.)
A. tracks new sales
B. calculates total earnings
C. measures service performance
D. identifies common support issues
Answer: C, D
Question No: 8 Which two key CRM features are used by the sales organization? (Choose two.)

A. lead management
B. account and contact management
C. service requests
D. searchable knowledge-base
Answer: A, B
Question No: 9 Select the two key benefits of using the Cisco CRM Communications Connector
solution. (Choose two.)
A. provides Call Center functionality
B. integrates with Microsoft Office including Outlook or web browser
C. provides Voice features
D. CRM Communications Connector easy to install and use
Answer: B, D
Question No: 10 Select the business need provided by using a CRM solution.
A. auto-attendant
B. accounting or billing solution
C. document publishing
D. identify callers to sales or customer service agents
Answer: D

Questions and Answers : 51 Q&As
Updated: March 27th , 2008
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