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Exam 8: Enterprise Applications: Business Communications

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Question 61

Multiple Choice

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What is interactive voice response (IVR) ?

A) Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
B) Directs customers to use touch-tone phones or keywords to navigate or provide information
C) A phone switch routes inbound calls to available agents
D) All of the above

E) All of the above
F) C) and D)

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Question 62

Multiple Choice

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Which of the following represents sales force automation?

A) Helping an organization identify its customers across applications
B) Selling additional products or services to a customer
C) A system that automatically tracks all of the steps in the sales process
D) Selling larger products or services to a customer

E) A) and D)
F) A) and B)

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Question 63

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Drones include a process that builds-layer by layer in an additive process- a three-dimensional solid object from a digital model.

Procurement includes the processes that control the distribution, maintenance, and replacement of materials and personnel to support the supply chain.

Customer service and support (CSS)is a part of operational CRM that automates service requests, complaints, product returns, and information requests.

What compiles customer information from a variety of sources and segments the information for different marketing campaigns?

Identify the core and extended areas of enterprise resource planning.

Which application's primary business benefits include forecasting, planning, purchasing, material management, warehousing, inventory, and distribution?

Materials management includes activities that govern the flow of tangible, physical materials through the supply chain such as shipping, transport, distribution, and warehousing.

The process of 3D printing (additive manufacturing)builds-layer by layer in an additive process-a three-dimensional solid object from a digital model.

Logistics includes the increasingly complex management of processes, information, and communication to take a product from cradle to grave. Cradle to grave provides logistics support.

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

What is a community center that provides technology, manufacturing equipment, and educational opportunities to the public that would otherwise be inaccessible or unaffordable?

Balanced scorecard is a management system, as well as a measurement system, that a firm uses to translate business strategies into executable tasks.

In which of the five basic supply chain activities do you manufacture products and create production schedules?

In the basic supply chain source refers to planning for transportation of goods to customers.

What is it called when distorted product-demand information ripples from one partner to the next throughout the supply chain?

In the basic supply chain source refers to building relationships with suppliers to procure raw materials.

Supplier relationship management (SRM)focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects.

Which of the following questions can materials management help a company answer?