Actualtests 642-091
642-091 : CRM Express Integration Last Updated Friday, April 18, 2008 with 49 Questions
CRM Express lntegration
Exam Number: 642-091 Exam
Associated Certifications: CRM Express lntegration
Duration: 49 Q&As
Available Language(s): English
Exam Details
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.
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QUESTION 1:
Select the answer that best describes the role of Microsoft CRM within the solution.
A. functions as the call queuing and call routing component to perform screen pops
B. acts as the interface and data store for the customer records database
C. performs automatic lookups of the Caller ID information sent directly from the Cisco CallManager
Express to the Microsoft CRM server
D. functions as the TAPI listener to receive new call information from Cisco CallManager Express
Answer: B
QUESTION 2:
What information needs to be obtained from the Cisco CallManager Express in order to configure the
Cisco CRM Communications Connector to function properly? (Choose two.)
A. version number of the CallManager Express
B. number of phones registered to the CallManager Express
C. total number of extensions defined on the CallManager Express
D. CallManager Express username and password associated with the CRM user’s extension
E. IP address of the CallManager Express
Answer: D,E
QUESTION 3:
Select the two answers that best describe the Screen Pop feature provided by the Cisco CRM
Communications Connector. (Choose two.)
A. supports automatically popping the customer record when a customer call is internally transferred from
one CRM user to another
B. opens customer account record on recipient’s PC screen as call arrives
C. provides a screen pop of the customer’s previous purchase history with the company for the agent to
view
D. supports manual association of calls with new or existing account records
Answer: B,D
QUESTION 4:
Select the answer that best describes how the Cisco CRM Communications Connector handles Click to
Dial outbound calls if there is more than one phone number listed for the Microsoft CRM customer
contact?
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A. You cannot Click to Dial if there is more than one phone number listed for the Microsoft CRM
customer contact record.
B. The Cisco CRM Communications Connector pops a small GUI which asks you to choose which phone
number you wish to call.
C. You select which phone number is the primary phone number for the contact; that number is the one
that is called.
D. The Cisco CRM Communications Connector Click to Dial feature works only with the listed business
phone number field.
Answer: B
QUESTION 5:
What type of application programming interface (API) does the Cisco CallManager Express use to relay
caller ID and call state information to the Cisco CRM Communications Connector?
A. Transaction Tracking Response API (TTR)
B. Java Telephony Programming Interface (JTAPI)
C. Cisco CallManager Express uses TAPI Lite, leveraging the TAPI service provider integrated into Cisco
IOS
D. Cisco CallManager Express uses Extended Markup Telephony Integration (EMTI)
Answer: C
QUESTION 6:
Select the answer that best describes the business benefits provided by the Screen Pop feature.
A. saves the user time when an inbound or outbound call is placed or received by automatically popping
the customer service record of the employee who owns the customer case
B. automatically pops configured telemarketing scripts which allows the employee to up-sell the customer
on the latest products
C. saves the user time when an inbound or outbound call is placed or received, by automatically popping
the customer record and phone call record on the user’s screen
D. improves customer service by automatically popping the customers last e-mail to the Microsoft CRM
user
Answer: C
QUESTION 7:
DRAG DROP
You work as a network technician at Certkiller .com. Your boss Certkiller asks you to arrange the sequence
of events involved in the call terminated message flow. Match the event with the appropriate step.
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Answer:
QUESTION 8:
Select the answer that best describes the business benefits provided by the Call Information Capture
feature.
A. captures the name of the customer from the caller ID information sent from the phone company and
records it into the phone call activity record, saving the user time and eliminating incorrect entry of call
information
B. accurately records call information into a phone call activity record, saving the user time and eliminating
incorrect entry of call information
C. reduces the cost of the solution to the business by automatically capturing call information and alerting
the business owner when employees abuse the phone system
D. increases revenue to the business by allowing the customer account record to be popped on the IP phone
display
Answer: B
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QUESTION 9:
What is stored in the CRM Services Relative URL directory?
A. Microsoft CRM customer records
B. call detail records used for tracking the duration of calls
C. files associated with the Cisco CRM Communications Connector client GUI
D. extended services configuration files
Answer: C
QUESTION 10:
Exhibit:
You are troubleshooting the Cisco CRM Communications Connector application on a client PC and you
notice that the call duration is not saved as a note in the phone activity record. Select the answer that best
identifies why this feature is not working.
A. LINECALLINFO_CLOSED message is missing
B. LINE_CALLSTATE_UNKNOWN shows that the state of the call is unknown therefore the call
duration cannot be tracked
C. LINCALLSTATE_DISCONNECTED message is missing
D. LINE_TERMINATED message is missing
Answer: C
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