Testinside cisco 642-091

CRM Express lntegration : 642-091 Exam

642-091 CRMI
CRM Express Integration

Exam Number: 642-091
Duration: 60 minutes (45-55 questions)
Available Languages: English
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Exam Description Exam Topics
Exam Description
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.

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

“CRM Express lntegration”, also known as 642-091 exam, is a Cisco certification.
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QUESTION 21:
Select the answer that best describes how the Automatically Pop Customer Record and New Phone
Activity Record on Unique Match works.

A. When an incoming call uniquely matches an existing customer record, the phone call record and
customer record are popped onto the screen without user intervention.
B. When an incoming call matches several customer records, all customer records that match are
automatically popped onto the user’s screen.
C. Incoming calls from unknown callers automatically pop a blank customer record because there was no
match to an existing customer record.
D. You cannot automatically pop the customer record and new phone activity record; it is done manually.
Answer: A
QUESTION 22:
Select the answer that best describes the role of the Cisco CRM Communications Connector within the
solution.
A. middleware application that provides productivity enhancement features by integrating Cisco
CallManager Express and Microsoft CRM
B. acts as the interface and data store for the customer records database
C. stores customer records and causes the Microsoft CRM users PC to pop the associated customer record
D. performs incoming call queuing and call routing component to perform screen pops
Answer: A
QUESTION 23:
Identify three types of data collected from the Telephony Applications Programming Interface Provider
(TAPI) when the Cisco CRM Communications Connector application is enabled and running. (Choose
three.)
A. caller ID
B. geographical location of the customer
C. customer name
D. call start message
E. call end message
F. customer account number
Answer: A,D,E

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