This is the document of CCNA Exam #646-096 with title of CRS Express for Account Managers, Ver : 02.12.07, You may download the file from the link in the end of this post.
Select the two key benefits of using a Cisco/Microsoft salutation compared to other solutions. Choose two.
A. Cisco CRM Communications Connector features are not available with other solutions
B. CRM Solution improves communications among epmployees
C. Cisco provides integration solution at no charge to the reseller
D. CRM communications Connector is easy to install
Answer: C, D
Select those features best describing a Microsoft CRM solution. Select two.
A. a Call Center product routing calls to telephone agents/sales people
B. tool to track sales lease, accounts or orders
C. a call recording manager application for recording calls
D. customer service accounts tracking tool
Answer: B, D
Which two key CRM features are used by the salesorganization? Select two.
A. lead management
B. account and contact management
C. service requests
D. searchable knowledge.base
Answer: A, B
What type of customer should you pinpoint in your selling efforts? Select three.
A. the customer with Microsoft CRM deployed looking for a new telephony solution
B. the large enterprise customers with more than 150 users per location
C. the customer who just purchase 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
Select two key challenges facing small and medium businesses that Microsoft CRM can help to solve. Select 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
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