Question 1

What is automatic call distribution?

Accepted Answer

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)  routes inbound calls to available agents
D)  All of these are correct.E) A) and B)
F) A) and C)

Question 2

In the basic supply chain, plan refers to preparing to manage all resources required to meet demand.

Accepted Answer

A) True 
 B)False

Question 3

Which of the following is a common marketing CRM metric?

Accepted Answer

A)  number of new prospective customers
B)  average number of service calls per day
C)  average time to resolution
D)  cost per interaction by marketing campaignE) A) and D)
F) None of the above

Question 4

Supply chain event management applies technology to the activities in the order life cycle from inquiry to sale.

Accepted Answer

A) True 
 B)False

Question 5

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) A) and B)
F) C) and D)

Question 6

Which of the following is an extended ERP component?

Accepted Answer

A)  business intelligence
B)  ebusiness
C)  customer relationship management
D)  All of these are correct.E) A) and C)
F) A) and D)

Question 7

Campaign management systems guide users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis.

Accepted Answer

A) True 
 B)False

Question 8

Inbound logistics acquires raw materials and resources and distributes them to manufacturing as required.

Accepted Answer

A) True 
 B)False

Question 9

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)  the use of electronic tags and labels to identify objects wirelessly over short distances
C)  unmanned aircraft that can fly autonomously, or without a human
D)  the focus on creating artificial intelligence devices that can move and react to sensory inputE) B) and D)
F) None of the above

Question 10

Software customization modifies existing software according to the business's or user's requirements.

Accepted Answer

A) True 
 B)False

Question 11

What is call scripting?

Accepted Answer

A)  a place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone
B)  customers use the web to find answers to their questions or solutions to their problems
C)  a system that gathers product details and issue resolution information, which 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 productsE) A) and C)
F) None of the above

Question 12

Which of the following is a component that ERP vendors offer to differentiate themselves in the marketplace?

Accepted Answer

A)  accounting
B)  CRM
C)  sales
D)  human resourcesE) None of the above
F) A) and B)

Question 13

Customer order cycle time is the time it takes to manufacture a product and deliver it to the retailer.

Accepted Answer

A) True 
 B)False

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

What can effective and efficient supply chain management systems enable an organization to accomplish?

Accepted Answer

A)  increase the power of its buyers
B)  increase its supplier power
C)  increase switching costs to increase the threat of substitute products or services
D)  All of these are correct.E) None of the above
F) All of the above

Question 16

RFM stands for Regency, Frequency, and Monetary.

Accepted Answer

A) True 
 B)False

Question 17

Supply chain visibility ensures supply chain cohesion by automating the different activities of the supply chain.

Accepted Answer

A) True 
 B)False

Question 18

Interactive voice response directs customers to use touch-tone phones or keywords to navigate or provide information.

Accepted Answer

A) True 
 B)False

Question 19

Call scripting occurs when customer service representatives answer customer inquiries and solve problems by email and IMing.

Accepted Answer

A) True 
 B)False

Question 20

What is the ability to view all areas up and down the supply chain in real time?

Accepted Answer

A)  bullwhip effect
B)  demand planning software
C)  supply chain visibility
D)  supply chain execution softwareE) A) and D)
F) A) and C)

Exam 8: Enterprise Applications: Business Communications

Supply chain visibility ensures supply chain cohesion by automating the different activities of the supply chain.

Correct AnswerverifiedShow Answer

Software customization modifies existing software according to the business's or user's requirements.

Correct AnswerverifiedShow Answer

Customer order cycle time is the time it takes to manufacture a product and deliver it to the retailer.

Correct AnswerverifiedShow Answer

What can effective and efficient supply chain management systems enable an organization to accomplish?

Correct AnswerverifiedShow Answer

What is the ability to view all areas up and down the supply chain in real time?

Correct AnswerverifiedShow Answer

Supply chain event management applies technology to the activities in the order life cycle from inquiry to sale.

Correct AnswerverifiedShow Answer

Campaign management systems guide users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis.

Correct AnswerverifiedShow Answer

In the basic supply chain, plan refers to preparing to manage all resources required to meet demand.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following is a common marketing CRM metric?

Correct AnswerverifiedShow Answer

What is call scripting?

Correct AnswerverifiedShow Answer

RFM stands for Regency, Frequency, and Monetary.

Correct AnswerverifiedShow Answer

Which of the following is a component that ERP vendors offer to differentiate themselves in the marketplace?

Correct AnswerverifiedShow Answer

Which of the following is an extended ERP component?

Correct AnswerverifiedShow Answer

What is automatic call distribution?

Correct AnswerverifiedShow Answer

Call scripting occurs when customer service representatives answer customer inquiries and solve problems by email and IMing.

Correct AnswerverifiedShow Answer

Interactive voice response directs customers to use touch-tone phones or keywords to navigate or provide information.

Correct AnswerverifiedShow Answer

What is 3D printing?

Correct AnswerverifiedShow Answer

Inbound logistics acquires raw materials and resources and distributes them to manufacturing as required.

Correct AnswerverifiedShow Answer

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