Question 1

Which question below represents a CRM reporting technology example?

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 these are correct.E) B) and C)
F) A) and D)

Question 2

Core ERP components are the traditional components included in most ERP systems and primarily focus on internal operations.

Accepted Answer

A) True 
 B)False

Question 3

Radio-frequency identification (RFID) uses electronic tags and labels to identify objects wirelessly over short distances.

Accepted Answer

A) True 
 B)False

Question 4

Integrations allow separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems.

Accepted Answer

A) True 
 B)False

Question 5

Elogistics manages the transportation and storage of goods.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following is a common customer service CRM metric?

Accepted Answer

A)  number of new prospective customers
B)  number of marketing campaigns
C)  average time to resolution
D)  revenue generated by marketing campaignsE) None of the above
F) B) and C)

Question 7

What is supply chain management (SCM) ?

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)  information entered into a given system and sent automatically to all downstream systems and processes
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)  information that connects the plans, methods, and tools aimed at integrating separate enterprise systemE) A) and B)
F) All of the above

Question 8

What is customer relationship management (CRM) ?

Accepted Answer

A)  the management of information between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability
B)  the integration of 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)  information that connects the plans, methods, and tools aimed at integrating separate enterprise systemE) None of the above
F) B) and C)

Question 9

Procurement is the purchasing of goods and services to meet the needs of the supply chain.

Accepted Answer

A) True 
 B)False

Question 10

What is the business-to-business (B2B)  online purchase and sale of supplies and services?

Accepted Answer

A)  software customization
B)  data integration
C)  elogistics
D)  eprocurementE) A) and B)
F) None of the above

Question 11

What gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer?

Accepted Answer

A)  contact center
B)  web-based self-service
C)  call scripting system
D)  uplift modelingE) A) and D)
F) B) and C)

Question 12

Partner relationship management (PRM) discovers optimal sales channels by selecting the right partners and identifying mutual customers.

Accepted Answer

A) True 
 B)False

Question 13

What is a makerspace?

Accepted Answer

A)  systems 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)  serialization or the ability to track individual items by using the unique serial number associated with each RFID tagE) None of the above
F) All of the above

Question 14

Collaborative engineering helps organizations reduce their investment in inventory while improving customer satisfaction through product availability.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following describes an ERP system?

Accepted Answer

A)  ERP systems provide a foundation for collaboration between departments.
B)  ERP systems enable people in different business areas to communicate.
C)  ERP systems have been widely adopted in large organizations to store critical knowledge used to make the decisions that drive the organization's performance.
D)  All of these are correct.E) C) and D)
F) A) and B)

Question 16

A two-tier ERP architecture allows an organization to have an on-premises ERP system along with cloud ERP applications.

Accepted Answer

A) True 
 B)False

Question 17

SaaS ERP uses the cloud platform to enable organizations not only to unite around business processes but to gather cloud data across supplier networks and supply chains to drive greater efficiency in manufacturing projects.

Accepted Answer

A) True 
 B)False

Question 18

What is computer-aided design/computer-aided manufacturing (CAD/CAM) ?

Accepted Answer

A)  systems 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)  serialization or the ability to track individual items by using the unique serial number associated with each RFID tagE) None of the above
F) A) and D)

Question 19

Which of the following is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints?

Accepted Answer

A)  contact center
B)  web-based self-service
C)  call scripting
D)  website personalizationE) None of the above
F) B) and D)

Question 20

Which ERP component is a credit management feature typically included in?

Accepted Answer

A)  accounting and finance components
B)  production and managerial management components
C)  human resource components
D)  production and materials management componentsE) B) and C)
F) All of the above

Exam 8: Enterprise Applications: Business Communications

Which of the following is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints?

Correct AnswerverifiedShow Answer

Radio-frequency identification (RFID) uses electronic tags and labels to identify objects wirelessly over short distances.

Correct AnswerverifiedShow Answer

A two-tier ERP architecture allows an organization to have an on-premises ERP system along with cloud ERP applications.

Correct AnswerverifiedShow Answer

Core ERP components are the traditional components included in most ERP systems and primarily focus on internal operations.

Correct AnswerverifiedShow Answer

What gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer?

Correct AnswerverifiedShow Answer

What is customer relationship management (CRM) ?

Correct AnswerverifiedShow Answer

Procurement is the purchasing of goods and services to meet the needs of the supply chain.

Correct AnswerverifiedShow Answer

Elogistics manages the transportation and storage of goods.

Correct AnswerverifiedShow Answer

Partner relationship management (PRM) discovers optimal sales channels by selecting the right partners and identifying mutual customers.

Correct AnswerverifiedShow Answer

SaaS ERP uses the cloud platform to enable organizations not only to unite around business processes but to gather cloud data across supplier networks and supply chains to drive greater efficiency in manufacturing projects.

Correct AnswerverifiedShow Answer

What is a makerspace?

Correct AnswerverifiedShow Answer

Which of the following is a common customer service CRM metric?

Correct AnswerverifiedShow Answer

What is computer-aided design/computer-aided manufacturing (CAD/CAM) ?

Correct AnswerverifiedShow Answer

Integrations allow separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems.

Correct AnswerverifiedShow Answer

Collaborative engineering helps organizations reduce their investment in inventory while improving customer satisfaction through product availability.

Correct AnswerverifiedShow Answer

What is the business-to-business (B2B) online purchase and sale of supplies and services?

Correct AnswerverifiedShow Answer

Which question below represents a CRM reporting technology example?

Correct AnswerverifiedShow Answer

What is supply chain management (SCM) ?

Correct AnswerverifiedShow Answer

Which ERP component is a credit management feature typically included in?

Correct AnswerverifiedShow Answer

Which of the following describes an ERP system?

Correct AnswerverifiedShow Answer

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