QUESTION NO: 1
Select two key benefits of Microsoft CRM versus other CRM products. (Choose two.)
A. works with Unix-based clients
B. fully integrated with Microsoft Office and Outlook
C. offers a complete Microsoft Back office solution (end-to-end)
D. works with existing l-Mac clients
Answer: B,C
QUESTION NO: 2
Select two key benefits of Microsoft CRM. (Choose two.)
A. can be customized to customer's business quickly
B. automatically routes calls over the internet
C. creates pay roll checks
D. works within Microsoft Outlook for easy use
Answer: A,D
QUESTION NO: 3
What type of customer should you pinpoint in your selling efforts? (Choose three.)
A. the customer with Microsoft CRM deployed looking for a new telephony solution
B. the large enterprise customers with more then 150 users per location
C. the customer who just purchased 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 NO: 4
Which three key CRM features are used by the sales organization? (Choose three.)
A. opportunity management
B. contract management
C. quotes and orders D. account and contact management
E. searchable knowledge base
F. case management
Answer: A,C,D
QUESTION NO: 5
Select two key CRM features used in customer service. (Choose two.)
A. opportunity management
B. service requests
C. competitor tracking
E. e-mail management
Answer: B
QUESTION NO: 6
What telephony feature is used to auto-search CRM records and provides a screen pop with incoming calls?
A. Calling Name
B. Company Name
C. Called Number
D. Calling Number
Answer: D
QUESTION NO: 7
Select two key benefits of Microsoft CRM to the customer service organization. (Choose two.)
A. tracks new sales
B. calculates total earnings
C. measures service performance
D. identifies common support issues
Answer: C,D QUESTION NO: 8
Which two key CRM features are used by the sales organization? (Choose two.)
A. lead management
B. account and contact management
C. service requests
D. searchable knowledge-base
Answer: A,B
QUESTION NO: 9
Select the two key benefits of using the Cisco CRM Communications Connector solution. (Choose two.)
A. providesCall Center functionality
B. integrates with Microsoft Office incluciing Outlook or web browser
C. provides Voice features
D. CRM Communications Connector easy to install and use
Answer: B,D
QUESTION NO: 10
Select the business need provided by using a CRM solution.
A. auto-attendant
B. accounting or billing solution
C. document publishing
D. identify callers to sales or customer service agents
Answer: D
QUESTION NO: 11
When discussing the Cisco CRM Communications Connector solution to a customer, what two key benefits should you emphasize? (Choose two.)
A. integration with any IP Phone Solution
B. integration with Microsoft Outlook or Internet Explorer browser
C. ease of use
D. works with Unix Servers
Answer: B,C
QUESTION NO: 12
Select the feature that best describes a Microsoft CRM solution.
A. Call Center product routing calls to telephone agents or sales people
B. field service or customer tracking
C. telephone systems
D. automated sales training tool
Answer: B
QUESTION NO: 13
Select the type of businesses that would be good candidates for the Cisco CRM Communications Connector solution? (Choose two.)
A. service Industry (plumbing, real estate, distribution outfits)
B. small retail stores
C. professionals (law firms, accounting firms, medical offices)
D. Fortune 500 largeEnterprise
Answer: A,C
QUESTION NO: 14
Select the two key benefits of using a Cisco/Microsoft solution compared to other solutions. (Choose two.)
A. Cisco CRM Communications Connector features are not available with other solutions
B. CRM Solution improves communications among employees
C. Cisco provides integration solution at no charge to the reseller
D. CRM Communications Connector is easy to install
Answer: C,D
QUESTION NO: 15
Choose two key benefits of working with a Microsoft certified CRM reseller. (Choose two.)
A. Microsoft reseller can access Cisco CRM Communications Connector software
B. CRM Application can be customized to meet customer needs
C. customer will want only CRM Certified technicians installing software on CRM Server
D. Microsoft reseller can sell Cisco products
Answer: B,C
QUESTION NO: 16
Select the two key benefits of using a Cisco/Microsoft solution compared to other solutions. (Choose 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
QUESTION NO: 17
Choose the three key features delivered with Cisco CRM Communications Connector. (Choose three.)
A. unified messaging
B. track actual call duration for customer charge back
C. queue calls when employees are on the phone
D. music on hold
E. pop on incoming calls
F. click to dial
Answer: B,E,F
QUESTION NO: 18
Which types of customers are good candidates for Cisco CRM Communications Connector integration? (Choose 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 NO: 19
Customers looking for new versions of Cisco CRM Communications Connector application should_________
A. contact the Microsoft Certified reseller to access Communications Connector download software page
B. request software by contacting Cisco TAC
C. purchase new Cisco CRM Communications Connector application license
D. contact Cisco reseller to access Communications Connector download software page
Answer: D
QUESTION NO: 20
Select the solution provided by use of a CRM solution.
A. voice mail or auto-attendant
B. computer backup solution
C. track sales or customer service accounts activity
D. software application development
Answer: C
QUESTION NO: 21
Cisco CRM Communications Connector needs to be installed on__________. (Choose two.)
A. Microsoft CRM Server
B. Microsoft Exchange Server C. Cisco Router
D. CRM Client PC
E. Domain Controller
Answer: A QUESTION NO: 22
Select the two key benefits of using the Cisco CRM Communications Connector solution. (Choose two.)
A. timely and complete customer information to increase customer service
B. advanced voice mail features
C. single view of all customer interactions
D. Call Center routing
Answer: A,C
QUESTION NO: 23
Select two key business needs Microsoft CRM can solve for customers. (Choose two.)
A. provide technical training for product installation or service
B. reduce time spent in face-to-face meetings
C. improve sales forecasting
D. improve measuring success of marketing campaigns and promotions
Answer: C,D
QUESTION NO: 24
Select the two key benefits of using the Cisco CRM Communications Connector solution. (Choose two.)
A. timely and complete customer information to increase customer service
B. advanced voice mail features
C. single view of all customer interactions
D. Call Center routing
Answer: A,C
QUESTION NO: 25
Choose the key benefit of using the Cisco/Microsoft solution compared to other solutions.
A. integrates with any telephony system
B. provides Unified Messaging features
C. CRM Communications Connector is very easy to install and configure
D. Cisco charges thousands of dollars for the communications connector
Answer: C
QUESTION NO: 26
Select the ideal type of customer to 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-mail
C. a customer who has invested in a non Microsoft CRM Solution
D. a customer who does not use computers or technology
Answer: A
QUESTION NO: 27
Select two key challenges facing small and medium businesses that Microsoft CRM can help to solve. (Choose 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 communications
Answer: B,C
QUESTION NO: 28
Choose two key benefits of working with a Microsoft-certified CRM reseller. (Choose two.)
A. installation of Communications connector will cost the customer twice as much.
B. you can co-market to existing CRM customers.
C. Microsoft CRM reseller will provide you with thousands of leads.
D. CRM application can be customized for customer use.
Answer: B,D
QUESTION NO: 29
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 Microsoft 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 NO: 30
Select the top three benefits of the Cisco CRM Communications Connector solution. (Choose three.)
A. integration with Microsoft Outlook for easy use
B. easily creates new sales literature
C. determines pricing for new products
D. flexibility and ease of customization
E. provides auto-attendant features to callers
F. identifies key customers on every phone call
Answer: A,D,F
QUESTION NO: 31
What method should you use to find a certified Microsoft CRM Reseller in your area?
A. lookupongoogle.com
B. send e-mail to
[email protected] C. look up on Cisco.com Partner locator
D. call Microsoft technical support
Answer: B
QUESTION NO: 32
Select three key challenges facing small and medium businesses that Microsoft CRM can help to solve. (Choose three.)
A. inefficient lead routing and follow-up
B. customers cannot reach customer service reps
C. customers do not get right product or do not get it quickly enough
D. finding new customers
E. sales do not meeting targets
Answer: A,C,E
QUESTION NO: 33
Select two key benefits to a customer using Microsoft CRM. (Choose two.)
A. customer information can be exporteci to Microsoft Excel for custom reports
B. sets product pricing
C. provides voice mail access via Outlook Client
D. access CRM data online or offline using Microsoft Outlook
Answer: A,D
QUESTION NO: 34
Select those features best describing a Microsoft CRM Solution. (Choose two.)
A. a Call Center product routing calls to telephone agents/sales people
B. tool to track sales leads, accounts or orders
C. a call recording manager application for recording calls
D. customer service accounts tracking tool
Answer: B,D
QUESTION NO: 35
Select two key benefits of Microsoft CRM to the customer service department. (Choose two.)
A. correspondence or mail merge
B. tracks sales
C. allows all service reps to share information
D. searches knowledge base to provide answers to customers
Answer: C,D
QUESTION NO: 36
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 NO: 37
Select the ideal type of customer to benefit from use of Cisco CRM Communications Connector solution? (Choose two.)
A. a customer who uses Lotus Notes for e-mail
B. a customer who already uses personal information managers like Act!, Goldmine, or Outlook for tracking customer information
C. a customer with no IT department
D. a customer with unreliable or outdated customer tracking database looking for Windows-based solution
Answer: B,D
QUESTION NO: 38
What CRM clients can be used with Cisco CRM Communications Connector? (Choose two.)
A. Microsoft Outlook Express
B. Microsoft Outlook
C. Netscape Browser
D. Internet Explorer Browser
Answer: B,D
QUESTION NO: 39
Entitlement for Cisco TAC support with the Cisco CRM Communications Connector application, after the 90-day warranty, requires for the customer to purchase__________.
A. Cisco Software application support plus upgrades (SAS-U) contract for Cisco CRM Communications Connector application
B. Cisco Software Application Support plus Upgrades (SAS-U) Contract for Cisco CallManager Express application
C. Microsoft CRM Support Contract
D. support is provided at no charge beyond 90 days
Answer: B
QUESTION NO: 40
For screen pops on incoming calls, what feature is required from the phone company?
A. call waiting
B. digital trunks
C. calling number (caller ID)
D. direct inward dial service
Answer: C
QUESTION NO: 41
Select two key benefits of Microsoft CRM. (Choose 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 NO: 42
Choose the two primary software applications required on each CRM client PC. (Choose two.)
A. Microsoft Outlook
B. Cisco CallManager Express TSP
C. Microsoft Outlook Express
D. Cisco CRM Communications Connector Client applet
Answer: B,D QUESTION NO: 43
Select the customer business needs provided by a Microsoft CRM Solution. (Choose two.)
A. accounting solution
B. ability to track sales or orders
C. document publishing
D. tool for improving customer service
Answer: B,D
QUESTION NO: 44
Cisco CRM Communications Connector needs to be installed on__________.
A. single CRM clientPCs
B. each CRM Users client PC
C. Cisco Routers
D. Microsoft Exchange Servers
Answer: B
QUESTION NO: 45
Cisco CallManager Express offers telephony solutions for how many total telephones per site?
A. 10-25
B. 10-100
C. 50-150
D. 75-150
Answer: B
QUESTION NO: 46
To what type of customers should you present Cisco CRM Communications Connector? (Choose two.)
A. largeEnterprise customers with hundreds of users
B. small and medium businesses up to 100 users
C. small office, home office (SOHO) business with less then 5 users
D. Enterprise customers with branch locations up to 100
Answer: B,D
QUESTION NO: 47
Select the two key benefits of the Cisco CRM Communications Connector solution for the technology decision-maker. (Choose two.)
A. customization required for each install
B. easy install on both CRM Server and Clients
C. solution has high costs
D. no additional hardware required
Answer: B,D
QUESTION NO: 48
Cisco CRM Communications Connector solution is available on which three Cisco IP Communications products? (Choose three.)
A. Cisco CallManager
B. pcc/icm
C. Personal Assistance
D. Cisco CallManager Express
E. Catalyst6500
F. Cisco CallManagerwith IPCC Express
Answer: A,D,F
QUESTION NO: 49
Select the primary key benefit for a customer using the Cisco CRM Communications Connector Solution.
A. allows customer to create better pricing model for products
B. trains employees on how customer products work
C. creates VoDs to help sales
D. allows small or medium business to have large enterprise call center features without the expense
Answer: D QUESTION NO: 50
For help installing or configuring the Cisco CRM Communications Connector, you should__________. (Choose two.)
A. Microsoft technical support group
B. check the Communications Connector installation document
C. contact Cisco TAC
D. contact any Microsoft CRM certified reseller
Answer: B,C
QUESTION NO: 51
List the four key components required for Cisco CRM Communications Connector. (Choose four.)
A. Cisco CallManager Express TSP
B. Microsoft Outlook
C. Cisco CallManager Express Enabled Cisco Router
D. Microsoft Exchange Server
E. CRM Server
F. Windows PC with CRM Client
Answer: A,C,E,F