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Exam 8: Enterprise Applications: Business Communications

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Question 121

True/False

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Application integration is the integration of data from multiple sources,which provides a unified view of all data.

A) True
B) False

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Question 122

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A contact center (or call center) is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints.A contact center is one of the best assets a customer driven organization can have.Why?

A) Contact centers can identify suppliers who are in desperate need of assistance
B) Maintaining a high level of customer support is critical to obtaining and retaining customers
C) Contact centers are the only place to find answers to questions or solutions to customer problems
D) Most contact centers use analytical modeling technologies that provide business intelligence

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

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Question 123

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What accesses organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer?

Back-office operations deal directly with the customer.

Where would you find the customers' customer in a typical supply chain?

Business intelligence,customer relationship management,supply chain management,and __________ are the four most common extended ERP components.

Which of the below metrics represents the frequency of inventory replacement?

What automates each phase of the sales process,helping individual sales representatives coordinate and organize all of their accounts?

What increases real-time information sharing among supply chain partners focusing on reducing response time to unexpected events?

A(n)_________ system is a current or existing system that will become the base for upgrading or integrating with a new system.

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

Most organizations manage their relationships with customers by setting ___________ limits.

A forward integration takes information entered into a given system and sends it automatically to all downstream systems and processes.

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?

Collaborative engineering automates order processes from initial customer inquiry to final product delivery.

Which of the following was one of the first CRM components built to address the issues that sales representatives were struggling with the overwhelming amount of customer account information they were required to maintain and track?

What provides Web-based self-service tools that streamline and automate the human resource department?

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

Which component can help an organization determine such things as the identification of individuals who are likely to leave the company unless additional compensation or benefits are provided?

___________ CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.