Question 1

Analytical CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with customers.

Accepted Answer

A) True 
 B)False

Question 2

Cradle to grave provides materials management support.

Accepted Answer

A) True 
 B)False

Question 3

What is a data integration?

Accepted Answer

A)   The integration of a company's existing management information systems
B)   The integration of data from multiple sources,which provides a unified view of all data
C)   Sends information entered into a given system automatically to all downstream systems and processes
D)   Sends information entered into a given system automatically to all upstream systems and processesE) None of the above
F) B) and C)

Question 4

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

Accepted Answer

A) True 
 B)False

Question 5

What allows an organization to reduce the cost and time required during the design process of a product?

Accepted Answer

A)   Supply chain event management
B)   Selling chain management
C)   Collaborative engineering
D)   Collaborative demand planningE) A) and D)
F) B) and C)

Question 6

What is application integration?

Accepted Answer

A)   The integration of data from multiple sources,which provides a unified view of all data
B)   Takes information entered into a given system and sends it automatically to all downstream systems and processes
C)   Takes information entered into a given system and sends it automatically to all upstream systems and processes
D)   The integration of a company's existing management information systemsE) B) and C)
F) C) and D)

Question 7

Logistics can help a company answer the following question: What quantity of raw materials should we purchase to minimize spoilage?

Accepted Answer

A) True 
 B)False

Question 8

What is at the heart of any ERP system?

Accepted Answer

A)   Information
B)   Employees
C)   Customers
D)   DatabaseE) All of the above
F) None of the above

Question 9

What is a forward integration?

Accepted Answer

A)   The integration of a company's existing management information systems
B)   The integration of data from multiple sources,which provides a unified view of all data
C)   Sends information entered into a given system automatically to all downstream systems and processes
D)   Sends information entered into a given system automatically to all upstream systems and processesE) C) and D)
F) B) and C)

Question 10

Call scripting falls under the category of the Sales department's CRM tools.

Accepted Answer

A) True 
 B)False

Question 11

Call scripting systems offer a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

Accepted Answer

A) True 
 B)False

Question 12

Interactive voice response automatically dials outbound calls and forwards answered calls to an available agent.

Accepted Answer

A) True 
 B)False

Question 13

What is collaborative demand planning?

Accepted Answer

A)   Enables an organization to react more quickly to resolve supply chain issues
B)   Applies technology to the activities in the order life cycle from inquiry to sale
C)   Allows an organization to reduce the cost and time required during the design process of a product
D)   Helps organizations reduce their investment in inventory while improving customer satisfaction through product availabilityE) All of the above
F) A) and D)

Question 14

Inbound logistics distributes goods and services to customers.

Accepted Answer

A) True 
 B)False

Question 15

What is enterprise resource planning?

Accepted Answer

A)   The analysis and redesign of workflow within and between enterprises
B)   A standardized set of activities that accomplish as specific task,such as processing a customer's order
C)   Integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise-wide information on all business operations
D)   Involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitabilityE) All of the above
F) C) and D)

Question 16

Automatic call distribution routes inbound calls to available agents.

Accepted Answer

A) True 
 B)False

Question 17

RFID's electronic product code (RFID EPC)promotes serialization or the ability to track individual items by using the unique serial number associated with each RFID tag.

Accepted Answer

A) True 
 B)False

Question 18

What is a part of operational CRM that automates service requests,complaints,product returns,and information requests?

Accepted Answer

A)   Cross-selling
B)   Up-selling
C)   Campaign management system
D)   Customer service and supportE) B) and D)
F) A) and D)

Question 19

What is the use of the Internet to provide customers with the ability to gain personalized information by querying corporate databases and their information sources?

Accepted Answer

A)   Eintegration
B)   Application integration
C)   Data integration
D)   Forward integrationE) A) and B)
F) C) and D)

Question 20

Which of the following will help an organization maintain consistent business operations?

Accepted Answer

A)   Marketing,Sales,and Accounting departments decide to use the same vendor for a new system
B)   Sales decides to implement a new system without considering other departments
C)   A new office policy states that all managers can implement their own policies for purchasing supplies and materials
D)   Marketing decides to save customer's email addresses in the marketing system,even though other organizational systems do not have this capabilityE) A) and B)
F) None of the above

Exam 8: Enterprise Applications: Business Communications

What is enterprise resource planning?

Correct AnswerverifiedShow Answer

What is at the heart of any ERP system?

Correct AnswerverifiedShow Answer

What is application integration?

Correct AnswerverifiedShow Answer

Inbound logistics distributes goods and services to customers.

Correct AnswerverifiedShow Answer

Analytical CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with customers.

Correct AnswerverifiedShow Answer

What is a data integration?

Correct AnswerverifiedShow Answer

RFID's electronic product code (RFID EPC)promotes serialization or the ability to track individual items by using the unique serial number associated with each RFID tag.

Correct AnswerverifiedShow Answer

What allows an organization to reduce the cost and time required during the design process of a product?

Correct AnswerverifiedShow Answer

Automatic call distribution routes inbound calls to available agents.

Correct AnswerverifiedShow Answer

Call scripting systems offer a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

Correct AnswerverifiedShow Answer

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

Correct AnswerverifiedShow Answer

Cradle to grave provides materials management support.

Correct AnswerverifiedShow Answer

What is collaborative demand planning?

Correct AnswerverifiedShow Answer

What is the use of the Internet to provide customers with the ability to gain personalized information by querying corporate databases and their information sources?

Correct AnswerverifiedShow Answer

Logistics can help a company answer the following question: What quantity of raw materials should we purchase to minimize spoilage?

Correct AnswerverifiedShow Answer

Which of the following will help an organization maintain consistent business operations?

Correct AnswerverifiedShow Answer

What is a forward integration?

Correct AnswerverifiedShow Answer

What is a part of operational CRM that automates service requests,complaints,product returns,and information requests?

Correct AnswerverifiedShow Answer

Interactive voice response automatically dials outbound calls and forwards answered calls to an available agent.

Correct AnswerverifiedShow Answer

Call scripting falls under the category of the Sales department's CRM tools.

Correct AnswerverifiedShow Answer

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