Question 1

Which of the following operational CRM technologies does the customer service department typically use?

Accepted Answer

A)  Contact center, web-based self-service, call scripting
B)  Sales management, contact management, opportunity management
C)  List generator, opportunity management, cross-selling and up-selling
D)  List generator, campaign management, cross-selling and Up-sellingE) C) and D)
F) All of the above

Question 2

Which of the below metrics represents the agreed upon time between the purchase of a product and the delivery of the product?

Accepted Answer

A)  Back order
B)  Inventory cycle time
C)  Customer order cycle time
D)  Inventory turnoverE) A) and D)
F) A) and B)

Question 3

Walmart and Procter & Gamble (P&G) implemented a tremendously successful SCM system. The system linked Walmart's ________ centers directly to P&G's ________ centers.

Accepted Answer

A)  Manufacturing, distribution
B)  Distribution, manufacturing
C)  Stores, distribution
D)  Distribution, storesE) A) and B)
F) None of the above

Question 4

Which of the following is an extended ERP component?

Accepted Answer

A)  Business intelligence
B)  Ebusiness
C)  Customer relationship management
D)  All of the aboveE) All of the above
F) C) and D)

Question 5

Which activities do accounting and finance components perform?

Accepted Answer

A)  Track employee information including payroll, benefits, compensation, performance assessment, and assumes compliance with the legal requirements of multiple jurisdictions and tax authorities.
B)  Handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control.
C)  Manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.
D)  None of the above.E) A) and D)
F) All of the above

Question 6

What promotes serialization or the ability to track individual items by using the unique serial number associated with each RFID tag?

Accepted Answer

A)  Computer-aided design/computer-aided manufacturing
B)  Maker movement
C)  Makerspace
D)  RFID electronic product codeE) None of the above
F) B) and C)

Question 7

What is logistics?

Accepted Answer

A)  The purchasing of goods and services to meet the needs of the supply chain.
B)  Includes the processes that control the distribution, maintenance, and replacement of materials and personnel to support the supply chain.
C)  Includes activities that govern the flow of tangible, physical materials through the supply chain such as shipping, transport, distribution, and warehousing.
D)  Occurs when distorted product-demand information ripples from one partner to the next throughout the supply chain.E) A) and D)
F) A) and C)

Question 8

Production and materials management ERP components handle production planning and execution tasks such as demand forecasting, production scheduling, job cost accounting, and quality control.

Accepted Answer

A) True 
 B)False

Question 9

In the basic supply chain make refers to manufacturing products and create production schedules.

Accepted Answer

A) True 
 B)False

Question 10

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 C)
F) None of the above

Question 11

Which of the following questions can logistics help a company answer?

Accepted Answer

A)  What quantity of raw materials should we purchase to minimize spoilage?
B)  How can we guarantee that our raw materials meet production needs?
C)  At what price can we purchase materials to guarantee profitability?
D)  What path should the vehicles follow when delivering the goods?E) None of the above
F) All of the above

Question 12

What is the maker movement?

Accepted Answer

A)  Systems are used to create the digital designs and then manufacture the products.
B)  A cultural trend that places value on an individual's ability to be a creator of things as well as a consumer of things.
C)  A community center that provides technology, manufacturing equipment, and educational opportunities to the public that would otherwise be inaccessible or unaffordable.
D)  Promotes serialization or the ability to track individual items by using the unique serial number associated with each RFID tag.E) None of the above
F) All of the above

Question 13

What allows customers to use the web to find answers to their questions or solutions to their problems?

Accepted Answer

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

Question 14

Click-to-talk functions, which allow customers to click on a button and talk with a representative via the Internet.

Accepted Answer

A) True 
 B)False

Question 15

Accounting and finance ERP components manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.

Accepted Answer

A) True 
 B)False

Question 16

What are two of the primary features of ebusiness components?

Accepted Answer

A)  Eprocurement
B)  Elogistics
C)  Eprocurement and elogistics
D)  None of the aboveE) B) and D)
F) A) and B)

Question 17

Which question below represents a CRM analyzing technology question?

Accepted Answer

A)  Why did sales not meet forecasts?
B)  What customers are at risk of leaving?
C)  What is the total revenue by customer?
D)  All of the aboveE) B) and C)
F) A) and D)

Question 18

Inventory turnover is the frequency of inventory replacement.

Accepted Answer

A) True 
 B)False

Question 19

What is customer order cycle time?

Accepted Answer

A)  An unfilled customer order for a product that is out of stock.
B)  The time it takes to manufacture a product and deliver it to the retailer.
C)  The agreed upon time between the purchase of a product and the delivery of the product.
D)  The frequency of inventory replacement.E) B) and C)
F) C) and D)

Question 20

What is a contact center or call center?

Accepted Answer

A)  A place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone.
B)  Allows customers to use the web to find answers to their questions or solutions to their problems.
C)  Gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.
D)  A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.E) B) and D)
F) B) and C)

Exam 8: Enterprise Applications: Business Communications

What promotes serialization or the ability to track individual items by using the unique serial number associated with each RFID tag?

Correct AnswerverifiedShow Answer

What is customer order cycle time?

Correct AnswerverifiedShow Answer

Which question below represents a CRM analyzing technology question?

Correct AnswerverifiedShow Answer

What is the maker movement?

Correct AnswerverifiedShow Answer

Inventory turnover is the frequency of inventory replacement.

Correct AnswerverifiedShow Answer

In the basic supply chain make refers to manufacturing products and create production schedules.

Correct AnswerverifiedShow Answer

Which of the following is an extended ERP component?

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

Which of the below metrics represents the agreed upon time between the purchase of a product and the delivery of the product?

Correct AnswerverifiedShow Answer

Which of the following operational CRM technologies does the customer service department typically use?

Correct AnswerverifiedShow Answer

What is a contact center or call center?

Correct AnswerverifiedShow Answer

Click-to-talk functions, which allow customers to click on a button and talk with a representative via the Internet.

Correct AnswerverifiedShow Answer

Which of the following questions can logistics help a company answer?

Correct AnswerverifiedShow Answer

What allows customers to use the web to find answers to their questions or solutions to their problems?

Correct AnswerverifiedShow Answer

Walmart and Procter & Gamble (P&G) implemented a tremendously successful SCM system. The system linked Walmart's ________ centers directly to P&G's ________ centers.

Correct AnswerverifiedShow Answer

What is logistics?

Correct AnswerverifiedShow Answer

Which activities do accounting and finance components perform?

Correct AnswerverifiedShow Answer

Production and materials management ERP components handle production planning and execution tasks such as demand forecasting, production scheduling, job cost accounting, and quality control.

Correct AnswerverifiedShow Answer

Accounting and finance ERP components manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.

Correct AnswerverifiedShow Answer

What are two of the primary features of ebusiness components?

Correct AnswerverifiedShow Answer

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Walmart and Procter & Gamble (P&G) implemented a tremendously successful SCM system. The system linked Walmart's centers directly to P&G's centers.

Correct Answer
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