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CRM Express for Account Managers : 646-096 Exam

Exam Number/Code: 646-096
Exam Name:CRM Express for Account Managers

“CRM Express for Account Managers”, also known as 646-096 exam, is a Cisco certification.
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646-096 CRMAM
CRM Express for Account Managers

Exam Number: 646-096
Duration: 60 minutes (45-55 questions)
Available Languages: English
Click Here to Register: Pearson VUE
Exam Policies: Read current policies and requirements
Exam Tutorial: Review type of exam questions

Exam Description Exam Topics
Exam Description
This course provides information for the account manager 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, Cisco CRM Communications Connector, and basic information on Cisco CallManager Express and Microsoft CRM.

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.

Identify customer environments where Microsoft CRM is an appropriate solution
Describe the types of businesses where a CallManager Express/CRM solution can be successfully installed
Describe customer business needs that can be met with a CRM solution
Determine the CRM feature that applies to the customer business environment (Sales, customer service, Professional services)
Evaluate the customers currently installed network systems to determine if CRM can be successfully integrated

Describe the benefits of the Cisco CallManager Express integration with Microsoft CRM
Describe the benefits of Microsoft CRM to the customer’s business
Explain the features provided by the Cisco middleware
Describe the benefits of the combined CCME/CRM solution
Describe the competitive advantages of a Cisco/Microsoft solution over other available products

Qualify the customer to determine if the Cisco/Microsoft solution is a good fit
Estimate the equipment, software and support required to provide a Cisco/Microsoft solution that meets the customer requirements
Determine the customer’s level of commitment to installing a CRM/CCME solution
Describe the Cisco financing tools available
Explain the process of installing and configuring the Cisco middleware
Determine the method to engage a Microsoft CRM reseller
Determine long term maintenance and support requirements

QUESTION 27:
Cisco CRM Communications Connector solution is available on which three Cisco IP
Communications products? Select three.
A. Cisco CallManager
B. PCC/ICM
C. Personal Assistance
D. Cisco CallManager Express
E. Catalyst 6500
F. Cisco CallManager with IPCC Express
Answer: A, D, F
QUESTION 28:
Select two key benefits of Microsoft CRM. Select two.
A. answers all calls on first ring
B. tracks sales success
C. works with Lotus Notes
D. ships the correct products to customers when necessary
Answer: B, D
QUESTION 29:
Select the two key benefits of using a Cisco/Microsoft solution compared to other solutions.
Select two.
A. integrated with any e-mail system
B. CRM Communications Connector is easy to install
C. solution has been tested and verified by both Cisco and Microsoft
D. works with Oracle CRM solution
Answer: B, C