Question 1

What allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems?

Accepted Answer

A)  Integration
B)  Intelligence
C)  Data interchange
D)  Demand planE) A) and B)
F) All of the above

Question 2

What is a cultural trend that places value on an individual's ability to be a creator of things as well as a consumer of things?

Accepted Answer

A)  Computer-aided design/computer-aided manufacturing
B)  Maker movement
C)  Makerspace
D)  RFID electronic product codeE) A) and B)
F) A) and C)

Question 3

What is eintegration?

Accepted Answer

A)  The use of the Internet to provide customers with the ability to gain personalized information by querying corporate databases and their information sources.
B)  The integration of data from multiple sources, which provides a unified view of all data.
C)  Translates information between disparate systems.
D)  Packages commonly used applications together, reducing the time needed to integrate applications from multiple vendors.E) A) and C)
F) All of the above

Question 4

Opportunity management CRM systems target sales opportunities by finding new customers or companies for future sales.

Accepted Answer

A) True 
 B)False

Question 5

What is 3D Printing?

Accepted Answer

A)  A process that builds-layer by layer in an additive process- a three-dimensional solid object from a digital model.
B)  Uses electronic tags and labels to identify objects wirelessly over short distances.
C)  Unmanned aircraft that can fly autonomously, or without a human.
D)  Focus on creating artificial intelligence devices that can move and react to sensory input.E) C) and D)
F) B) and C)

Question 6

3D Printing is a process that builds-layer by layer in an additive process- a three-dimensional solid object from a digital model.

Accepted Answer

A) True 
 B)False

Question 7

Web-based self-service systems allow customers to use the web to find answers to their questions or solutions to their problems.

Accepted Answer

A) True 
 B)False

Question 8

A drone is an unmanned aircraft that can fly autonomously, or without a human. Amazon.com is piloting drone aircraft for package deliveries.

Accepted Answer

A) True 
 B)False

Question 9

What is a place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone?

Accepted Answer

A)  Contact center
B)  Web-based Self-service
C)  Call scripting system
D)  Uplift modelingE) A) and C)
F) A) and B)

Question 10

Cradle to grave provides materials management support.

Accepted Answer

A) True 
 B)False

Question 11

Elogistics manages the transportation and storage of goods.

Accepted Answer

A) True 
 B)False

Question 12

In which of the five basic supply chain activities do you plan for the transportation of goods to customers?

Accepted Answer

A)  Plan
B)  Source
C)  Deliver
D)  ReturnE) B) and D)
F) None of the above

Question 13

What discovers optimal sales channels by selecting the right partners and identifying mutual customers?

Accepted Answer

A)  Supplier relationship management
B)  Partner relationship management
C)  Employee relationship management
D)  All of the aboveE) A) and B)
F) B) and C)

Question 14

The evolution of CRM is reporting, analyzing, and predicting.

Accepted Answer

A) True 
 B)False

Question 15

Interactive voice response routes inbound calls to available agents.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following is not considered a feature in a contact center?

Accepted Answer

A)  Automatic call distribution
B)  Interactive voice response
C)  Predictive dialing
D)  Automatic predictive dialingE) A) and B)
F) C) and D)

Question 17

Customer order cycle time is the agreed upon time between the purchase of a product and the delivery of the product.

Accepted Answer

A) True 
 B)False

Question 18

Explain operational and analytical customer relationship management.

Accepted Answer

Customer relationship management (CRM)is...

Question 19

What is customer relationship management (CRM) ?

Accepted Answer

A)  The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability.
B)  Integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems) so employees can make decisions by viewing enterprisewide information about all business operations.
C)  A means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.
D)  Connects the plans, methods, and tools aimed at integrating separate enterprise system.E) A) and B)
F) B) and D)

Question 20

SCM, CRM, and ERP are all extended ERP components.

Accepted Answer

A) True 
 B)False

Exam 8: Enterprise Applications: Business Communications

Explain operational and analytical customer relationship management.

Correct AnswerverifiedCustomer relationship management (CRM)is...View AnswerShow Answer

In which of the five basic supply chain activities do you plan for the transportation of goods to customers?

Correct AnswerverifiedShow Answer

What is a cultural trend that places value on an individual's ability to be a creator of things as well as a consumer of things?

Correct AnswerverifiedShow Answer

Customer order cycle time is the agreed upon time between the purchase of a product and the delivery of the product.

Correct AnswerverifiedShow Answer

What discovers optimal sales channels by selecting the right partners and identifying mutual customers?

Correct AnswerverifiedShow Answer

Elogistics manages the transportation and storage of goods.

Correct AnswerverifiedShow Answer

3D Printing is a process that builds-layer by layer in an additive process- a three-dimensional solid object from a digital model.

Correct AnswerverifiedShow Answer

What is customer relationship management (CRM) ?

Correct AnswerverifiedShow Answer

What allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems?

Correct AnswerverifiedShow Answer

What is 3D Printing?

Correct AnswerverifiedShow Answer

What is eintegration?

Correct AnswerverifiedShow Answer

A drone is an unmanned aircraft that can fly autonomously, or without a human. Amazon.com is piloting drone aircraft for package deliveries.

Correct AnswerverifiedShow Answer

Interactive voice response routes inbound calls to available agents.

Correct AnswerverifiedShow Answer

What is a place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone?

Correct AnswerverifiedShow Answer

Opportunity management CRM systems target sales opportunities by finding new customers or companies for future sales.

Correct AnswerverifiedShow Answer

SCM, CRM, and ERP are all extended ERP components.

Correct AnswerverifiedShow Answer

Which of the following is not considered a feature in a contact center?

Correct AnswerverifiedShow Answer

Web-based self-service systems allow customers to use the web to find answers to their questions or solutions to their problems.

Correct AnswerverifiedShow Answer

Cradle to grave provides materials management support.

Correct AnswerverifiedShow Answer

The evolution of CRM is reporting, analyzing, and predicting.

Correct AnswerverifiedShow Answer

Correct Answer
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Customer relationship management (CRM)is...
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