CRM Express lntegration : 642-091 Exam

642-091 CRMI
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

Exam Number/Code: 642-091
Exam Name:CRM Express lntegration

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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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QUESTION 11:
How do you configure the Cisco CRM Communications Connector to recognize internal extensions?
A. Do nothing; it recognizes internal extensions automatically.
B. Use the extension configuration wizard.
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C. Use the Administration Configuration utility on the server to select enable extension processing and
enter the number of digits for internal extensions.
D. Use the Administration Configuration utility on the client to select enable extension processing and
enter the number of digits for internal extensions.
Answer: C
QUESTION 12:
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.
Answer: C
QUESTION 13:
Select the answer that best describes where you would configure the IP address of the CRM server within
the Cisco CRM Communications Connector software.
A. on the CRM tab within the Cisco CRM Communications Connector software
B. in the system.config file contained in the Connector directory
C. in the IP address field on the TAPI tab
D. in the System Configuration tab
Answer: A
QUESTION 14:
Where do you configure the user preference Automatically Pop Customer Record and New Activity
Record on Unique Match?
A. in the globalconfig.xml file by setting the Auto-Pop setting to True
B. in the clientconfig.cfg file
C. in the isv.config file
D. on the Other tab within the Cisco CRM Communications Connector client software
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Answer: D
QUESTION 15:
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
Answer: A
QUESTION 16:
Select the two answers that correctly describe the functionality provided by the Call Association feature.
(Choose two.)
A. associates a phone call record with a customer record, eliminating the need for the user to browse for
the correct customer record for each phone call
B. automatically associates incoming calls to the employee who owns the customer record
C. allows the Microsoft CRM user to manually associate a new incoming phone call to an existing
customer record
D. associates a phone call record with the last agent who spoke with the customer
Answer: A,C
QUESTION 17:
Select the answer that best describes the Click to Dial feature provided by the Cisco CRM Communications
Connector.
A. You can click the Auto Call button from within a CRM record to cause your IP phone to dial the
destination phone number.
B. You can click the Dial Customer button from within a CRM record to cause your IP phone to dial the
destination phone number.
C. You can click the Call This Person button from within a CRM record to cause your IP phone to dial the
destination phone number.
D. Clicking Call This Person from within a CRM record launches Microsoft Net Meeting and calls the
destination phone number over the internet.
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Answer: C
QUESTION 18:
Choose the application that allows you to test functionality of the IP phone that the CallManager Express
associates to the Microsoft CRM user.
A. Microsoft Phone Dialer
B. Cisco Phone Dialer
C. Hyperterminal
D. Telnet
Answer: A
QUESTION 19:
What type of TAPI implementation is used on CallManager Express 3.1?
A. JTAPI Lite
B. TAPI
C. JTAPI
D. TAPI Lite
Answer: D
QUESTION 20:
Select the three statements that correctly describe the Call Association feature provided by the Cisco CRM
Communications Connector? (Choose three.)
A. intelligently matches incoming calls from large corporations or other customers, using a calling number
mask
B. automatically associates the incoming call to the assigned Microsoft CRM user
C. automatically associates an incoming call to an open sales order record
D. supports associating the incoming call to the proper Customer Service representative automatically
E. allows organizations to associate incoming or outgoing calls with a customer record, manually or
automatically
F. supports multiple matched numbers for a customer record
Answer: A,E,F

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