About Exam

Exam number/code: 646-096
Exam name: CRM Express for Account Managers
Exam no. of questions: 45-55 Questions
Duration: 60 minutes
Question types: Multiple choice questions (MCQ's), Multiple choice single answer, Multiple choice multiple answer, Drag and drop & Simulations (optional)

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.

• Identify customer environments where Microsoft CRM is an appropriate solution
• Describe the benefits of the Cisco CallManager Express integration with Microsoft CRM
• Qualify the customer to determine if the Cisco/Microsoft solution is a good fit

Exam Objectives

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