About Exam

Exam number/code: 642-091
Exam name: CRM Express lntegration
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)

The exam assesses knowledge of the Systems Engineer 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, detailed information about the Cisco CRM Communications Connector, and intermediate level Cisco CallManager Express and Microsoft CRM information.

• Present the Cisco Call Manager Express CRM Solution
• Install and configure the C4 Client software on desktops
• Install and configure the C4 Server software on the Microsoft CRM server using the Administration Configuration Utility
• Troubleshoot the operation of the Cisco Call Manager Express CRM solution

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.

Present the Cisco Call Manager Express CRM Solution

• Explain the operation and architecture of a Cisco Call Manager Express CRM Solution
• Describe the customer benefits including screen pops for calls, call tracking, click-to-dial
• Describe the benefits of call tracking data and reporting features obtained through the integration of Cisco CallManager Express and Microsoft CRM
• Explain the benefits of using the Cisco/Microsoft CRM solutions over using other industry products
• Determine when Cisco Call Manager Express CRM solution is appropriate

Install and configure the C4 Client software on desktops

• Install the C4 software on a Microsoft Windows Desktops (XP/2000)
• Obtain information from the CallManager Express required to configure the C4 software
• Perform TAPI configuration
• Configure integration method
• Configure CRM IP address
• Set the appropriate user options
• Turn on and use logging functions

Install and configure the C4 Server software on the Microsoft CRM server using the Administration Configuration Utility

• Install the C4 software on a Microsoft Windows Desktops (XP/2000)
• Determine and set number of extensions
• Set dial prefixes and rules
• Turn on and use logging functions

Troubleshoot the operation of the Cisco Call Manager Express CRM solution

• Use the troubleshooting tool to determine performance and operational problems
• Use the logs to determine and isolate problems