CRM Express for Account Managers : 646-096 Exam
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
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. With the complete collection of questions and answers, Actualtests 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 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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D. account and contact management
E. searchable knowledge base
F. case management
Answer: A, C, D
QUESTION 13:
Select the top three benefits of the Cisco CRM Communications Connector solution. Select
three.
A. integration with Microsoft Outlook for easy use
B. easily creates new sales literature
C. determines pricing for new products
D. flexibility and easy of customization
E. provides auto-attendant features to callers
F. identifies key customers on every phone call
Answer: A, C, D
QUESTION 14:
Standard software support with Cisco CRM Communications Connector or Cisco
CallManager Express application is provided for ___________.
A. 90 days
B. one year
C. two years
D. three years
Answer: A
QUESTION 15:
What CRM clients can be used with Cisco CRM Communications Connectors? Select two.
A. Microsoft Outlook Express
B. Microsoft Outlook
C. Netscape Browser
D. Internet Explorer Browswer
Answer: B, D
QUESTION 16:
Select two key business needs Microsoft CRM can solve for customers? Select two.
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A. provide technical training for product installation or service
B. reduce time spent in face-to-face meetings
C. improve sales forecasting
D. improve measuring success of marketing campaigns and promotions
Answer: C, D
QUESTION 17:
List the four key components required for Cisco CRM Communications Connector.
Choose four.
A. Cisco CallManager Express TSP
B. Microsoft Outlook
C. Cisco CallManager Express Enables Cisco Router
D. Microsoft ExchangeServer
E. CRM Server
F. Windows PC with CRM client
Answer: A, C, E, F
QUESTION 18:
Select the ideal type of customer to benefit from use of Cisco CRM Communications
Connector solution? Select two.
A. a customer who uses Lotus Notes for e-mail
B. a customer who already uses personal information managers like Actl, Goldmine, or Outlook
for tracking customer information
C. a customer with no IT department
D. a customer with unreliable or outdated customer tracking database looking for
Windows-based solution
Answer: B, D
QUESTION 19:
Select the feature that best describes a Microsoft CRM solution.
A. Call Center product routing calls to telephone agents or sales people
B. field service or customer tracking
C. telephone systems
D. automated sales training tool
Answer: B
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QUESTION 20:
Select three key challenges facing small and medium business that Microsoft CRM can
help to solve. Select three.
A. inefficient lead routing and follow-up
B. customers cannot reach customer service reps
C. customers do not get right product or do not get it quickly enough
D. finding new customers
E. sales not meeting targets
Answer: A, C, E
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