646-096 Exam
CRM Express for Account Managers
- Exam Number/Code : 646-096
- Exam Name : CRM Express for Account Managers
- Questions and Answers : 51 Q&As
- Update Time: 2011-09-21
- Price:
$ 119.00$ 69.00
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Cisco Others 646-096 exam braindumps questions and answers
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Exam : Cisco 646-096
Title : CRM Express for Account Managers
1. 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: AD
2. Select two key CRM features used in customer service. (Choose two.)
A. opportunity management
B. service requests
C. competitor tracking
D. e-mail management
Answer: BD
3. 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: AB
4. 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: AEF
5. 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: CD
6. Select the two key benefits of using the Cisco CRM Communications Connector solution. (Choose two.)
A. provides Call Center functionality
B. integrates with Microsoft Office including Outlook or web browser
C. provides Voice features
D. CRM Communications Connector easy to install and use
Answer: BD
7. 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
8. 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: ACD
9. 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
10. 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 I-Mac clients
Answer: BC
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