Testinside 642-091

CRM Express lntegration : 642-091 Exam
Exam Number/Code: 642-091
Exam Name: CRM Express lntegration
Questions and Answers: 49 Q&As
Price: $79.00
Update Time: 2008-6-24

“CRM Express lntegration”, also known as 642-091 exam, is a Cisco certification.
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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:

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.

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

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

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

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