Free Latest cisco CRMI 642-091 Eaxm Dump
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642-091 Eaxm:CRM Express Integration
Exam Description
The 642-091 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.
TestInside 642-091
Cisco 642-091
CRM Express lntegration
Q&A DEMO
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TestInside 642-091
1.Drag Drop question
Drag and drop question. Drag the items to the proper locations.
Correct Answers:
2.Drag Drop question
Drag and drop question. Drag the items to the proper locations.
Correct Answers:
TestInside 642-091
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
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.
TestInside 642-091
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
PassGuide offers free demo for Certification Exams You can check out the interface, question quality and usability of our practice exams before you decide to buy it. We are the only one site can offer demo for almost all products. Download links:http://demo.passguide.com/downloadC: 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
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
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