Actualtests 646-096

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646-096 : CRM Express for Account Managers Last Updated Friday, April 25, 2008 with 51 Questions

CRM Express for Account Managers
Exam Number: 646-096 Exam
Associated Certifications: CRM Express for Account Managers
Duration: 51 Q&As

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QUESTION 1:
Select the one key feature of accurate call duration tracking.
A. provides complete call accounting solution to customer
B. provides call routing of calls to correct agents
C. gives user duration of calls in e-mail
D. provides customers with accurate charge-back billing data
Answer: D
QUESTION 2:
To what type of customers should you present Cisco CRM Communications Connector?
Select two.
A. large Enterprise customers with hundres of users
B. small and medium business up to 100 users
C. small office, home office (SOHO) business with less than 5 users
D. Enterprise customers with branch locations up to 100
Answer: B, D
QUESTION 3:
Which types of customers are good candidates for Cisco CRM Communications Connector
integration? Select two.
A. customers who use Microsoft CRM
B. customers who use all Unix Servers
C. customers with Cisco IP Communications deployed
D. customers who do not need new telephony solutions
Answer: A, C
QUESTION 4:
Select the ideal type of customers the benefit from use of Cisco CRM Communications
Connector solution?
A. a customer who has Microsoft Exchange or Windows Server already deployed
B. a customer using IBM Lotus Notes for e-m ail
C. customer who has invested in a non Microsft CRM Solution
D. a customer who does not use computers or technology
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Answer: A
QUESTION 5:
What function is provided by the feature click to dial?
A. auto-dials calls using XML feature on Cisco IP phones
B. listens to e-mail using Microsfot Outlook
C. can auto-dial a phone call using a mouse from within a contact record
D. auto-creates new contact records
Answer: C
QUESTION 6:
Select the two key benefits of using a Cisco/Microsoft salutation compared to other
solutions. Choose two.
A. Cisco CRM Communications Connector features are not available with other solutions
B. CRM Solution improves communications among epmployees
C. Cisco provides integration solution at no charge to the reseller
D. CRM communications Connector is easy to install
Answer: C, D
QUESTION 7:
Select those features best describing a Microsoft CRM solution. Select two.
A. a Call Center product routing calls to telephone agents/sales people
B. tool to track sales lease, accounts or orders
C. a call recording manager application for recording calls
D. customer service accounts tracking tool
Answer: B, D
QUESTION 8:
Which two key CRM features are used by the salesorganization? Select two.
A. lead management
B. account and contact management
C. service requests
D. searchable knowledge.base
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Answer: A, B
QUESTION 9:
What type of customer should you pinpoint in your selling efforts? Select three.
A. the customer with Microsoft CRM deployed looking for a new telephony solution
B. the large enterprise customers with more than 150 users per location
C. the customer who just purchase 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
QUESTION 10:
Select two key challenges facing small and medium businesses that Microsoft CRM can
help to solve. Select two.
A. too many employees
B. difficult to cross-sell or up-sell due to lack of customer information to all sales people
C. customers repeating themselves each time they call
D. poor employee communiations
Answer: B, C