646-096 - CRMAM - CRM Express for Account Managers
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Select two key benefits of Microsoft CRM to the customer service organization. (Choose two.)
measures service performance
identifies common support issues
To what type of customers should you present Cisco CRM Communications Connector? Select two.
small and medium business up to 100 users
Enterprise customers with branch locations up to 100
Select two key CRM features use din customer service. Select two.
Select the feature that best describes a Microsoft CRM solution.
field service or customer tracking
What function is provided by the feature click to dial?
can auto-dial a phone call using a mouse from within a contact record
Select two key benefits of Microsoft CRM versus other CRM products. Select two.
fully integrated with Microsoft Office and Outlook
offers a complete Microsoft Back office solution (end-to-end)
Which types of customers are good candidates for Cisco CRM Communications Connector integration? Select two.
customers who use Microsoft CRM
customers with Cisco IP Communications deployed
Choose tw key benefits of working with a Microsoft certified CRM reseller. Select two.
CRM applications can be customized to meet customer needs
customer will want only CRM Certified technicians installing software on CRM Server
Cisco CRM Communictions Connector needs to be installed on______________. Select two.
Microsoft CRM Server
CRM Client PC
For help installing or configuring the Cisco CRM Communicatiosn Connector, you should __________- Select two.
check the Communications Connector installation document
contact Cisco TAC
What telephony feature is used to auto-search CRM records and provides a screen pop with incoming calls?
Select two key benefits of Microsoft CRM. Select two.
can be customized to customer's business quickly.
works within Microsoft Outlook for easy use
Select the two key benefits of using the Cisco CRM Communications Connector solution. Select two.
integrates with Microsoft Office including Outlook or web browser
CRM Communcations Connector easty to install and use
Select two key challenges facing small and medium businesses that Microsoft CRM can help to solve. Select two.
difficult to cross-sell or up-sell due to lack of customer information to all sales people
customers repeating themselves each time they call
What CRM clients can be used with Cisco CRM Communications Connectors? Select two.
Internet Explorer Browswer
Choose two key benefits of working with a Microsoft-certified CRM reseller. Select two.
You can co-market to existing CRM customers.
CRM application can be customized for customer use.
Select two key business needs Microsoft CRM can solve for customers? Select two.
improve sales forecasting
improve measuring success of marketing campaigns and promotions
Select the primary key benefit for a customer using the Cisco CRM Communications Connector Solution.
allows small or medium business to have large enterprise call center features without expense
Customers looking for new versions of Cisco CRM Communications Connector application should ____________.
contact Cisco reseller to access Communications Connector download software page.
Which two key CRM features are used by the salesorganization? Select two.
account and contact management
Cisco CallManager Express offers telephony solutions for how many total telephones per site?
Standard software support with Cisco CRM Communications Connector or Cisco CallManager Express application is provided for ___________.
Select those features best describing a Microsoft CRM solution. Select two.
tool to track sales lease, accounts or orders
customer service accounts tracking tool
Select the type of businesses that would be good candidates for the Cisco CRM Communications Connector solution? Select two.
service industry (plumbing, real estate, distribution outfits)
professionals (law firms, accounting firms, medical offices)
Select three key challenges facing small and medium business that Microsoft CRM can help to solve. Select three.
inefficient lead routing and follow-up
customers do not get right product or do not get it quickly enough
sales not meeting targets
Select the two key benefits of using a Cisco/Microsoft solution compared to other solutions. Select two.
CRM Communications Connector is easy to install
solution has been tested and verified by both Cisco and Microsoft
Select the business need provided by using a CRM solution.
identify callers to sales or customer service agents
Select two key benefits to a customer using Microsoft CRM. Select two.
customer information can be exported to Microsoft Excel for custom reports.
access CRM data online or offline using Microsoft Outlook
Select the ideal type of customer to benefit from use of Cisco CRM Communications Connector solution? Select two.
a customer who already uses personal information managers like Actl, Goldmine, or Outlook for tracking customer information
a customer with unreliable or outdated customer tracking database looking for Windows-based solution
When discussing the Cisco CRM Communicatiosn Connector solution to a customer, what two keys benefits should you emphasize? Select two.
integration with Microsoft Outlook or Internet Explorer browser
ease of use
Entitlement for Cisco TAC support with the Cisco CRM Communications Connector application, after the 90-day warranty, requires for the customer to purchase ____________.
Cisco Software Application Support plus upgrades (SAS-U) contract for Ciscl CallManager express application
Select the one key feature of accurate call duration tracking.
provides customers with accurate charge-back billing data
For screen pops on incoming calls, what feature is required from the phone company?
calling number (caller ID)
Select the solution provided by use of a CRM solution.
track sales or customer service accooutns activity
Select the two key benefits of using a Cisco/Microsoft salutation compared to other solutions. Choose two.
Cisco provides integration solution at no charge to the reseller
CRM communications Connector is easy to install
Choose the key benefit of using Cisco/Microsoft solution compared to other solutions.
CRM communications Connector is very easy to install and configure
Select two key benefits of Microsoft CRM to the customer service department. Select two.
allows all service reps to share information
searches knowledge base to provide answers to customers
What method should you use to find a certified Microsoft CRM Reseller in your area?
send e-mail to [email protected]
Select the two key benefits of the Cisco CRM Communications Connector solution for the technology decision-maker. Select two.
easy install on both CRM Server and Clients
no additional hardware required
Cisco CRM Communiations Connector needs to be installed on ______________.
each CRM Users client PC
Select the ideal type of customers the benefit from use of Cisco CRM Communications Connector solution?
a customer who has Microsoft Exchange or Windows Server already deployed
Select the customer business needs provided by a Microsoft CRM solution. Select two.
ability to track sales or orders
tool for improving customer service
Choose the two primary software applications required on each CRM client PC. Select two.
Cisco CallManager Express TSP
Cisco CRM Communications Connector Client applet