Question 1

Which of the following represents sales force automation?

Accepted Answer

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 customerE) A) and B)
F) None of the above

Question 2

What is backward integration?

Accepted Answer

A)  The integration of data from multiple sources,which provides a unified view of all data.
B)  Takes information entered into a given system and sends it automatically to all downstream systems and processes.
C)  Takes information entered into a given system and sends it automatically to all upstream systems and processes.
D)  The integration of a company's existing management information systems.E) B) and D)
F) A) and B)

Question 3

_________ dialing automatically dials outbound calls and when someone answers,the call is forwarded to an available agent.

Accepted Answer

The answer of _________ dialing automatically dials outbound calls and...

Question 4

Which activities do production and materials management 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 aboveE) B) and C)
F) All of the above

Question 5

Customer relationship management involves managing all aspects of a customer's relationship with an organization to increase customer ____________ and retention and an organization's profitability.

Accepted Answer

The answer of Customer relationship management involves managing all aspects...

Question 6

In which of the five basic supply chain activities do you prepare to manage all resources required to meet demand?

Accepted Answer

A)  Plan
B)  Source
C)  Deliver
D)  ReturnE) None of the above
F) B) and D)

Question 7

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
D)  Website personalizationE) A) and C)
F) A) and B)

Question 8

Production and materials management components handle the various aspects of production planning and execution such as __________ forecasting,production scheduling,job cost accounting,and quality control.

Accepted Answer

The answer of Production and materials management components handle the...

Question 9

___________ scripting systems access organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer.

Accepted Answer

The answer of ___________ scripting systems access organizational databases that...

Question 10

Information technology's primary role in supply chain management is creating the integrations or tight process and information linkages between functions within a firm - such as marketing,sales,finance,manufacturing,and distribution - and between firms.

Accepted Answer

A) True 
 B)False

Question 11

_________ management systems maintain customer contact information and identify prospective customers for future sales.

Accepted Answer

The answer of _________ management systems maintain customer contact information...

Question 12

SCM,CRM,and ERP are all extended ERP components.

Accepted Answer

A) True 
 B)False

Question 13

Enterprise resource planning systems ______________ all departments and functions throughout an organization into a single IT system.

Accepted Answer

The answer of Enterprise resource planning systems ______________ all departments...

Question 14

Which of the following is an organizational result from an effective and efficient supply chain management system?

Accepted Answer

A)  Decrease the power of its buyers
B)  Create entry barriers thereby reducing the threat of new entrants
C)  Increase efficiencies while seeking a competitive advantage through cost leadership
D)  All of the aboveE) B) and C)
F) C) and D)

Question 15

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

Accepted Answer

The answer of ____________ integration is the integration of data...

Question 16

Enterprise _____________ integration connects the plans,methods,and tools aimed at integrating separate enterprise systems.

Accepted Answer

The answer of Enterprise _____________ integration connects the plans,methods,and tools...

Question 17

What are the primary business benefits of an ERP system?

Accepted Answer

A)  Sales forecasts,sales strategies,and marketing campaigns
B)  Market demand,resource and capacity constraints,and real-time scheduling
C)  Forecasting,planning,purchasing,material management,warehousing,inventory,and distribution
D)  All of the aboveE) None of the above
F) All of the above

Question 18

Which of the following can a customer use to contact an organization?

Accepted Answer

A)  Telephone
B)  Email
C)  Web access
D)  All of the aboveE) A) and B)
F) B) and C)

Question 19

__________ management systems automate each phase of the sales process,helping individual sales representatives coordinate and organization all of their accounts.

Accepted Answer

The answer of __________ management systems automate each phase of...

Question 20

In which of the five basic supply chain activities do you build relationships with suppliers to procure raw materials?

Accepted Answer

A)  Plan
B)  Source
C)  Deliver
D)  ReturnE) A) and B)
F) A) and C)

Exam 8: Enterprise Applications: Business Communications

Information technology's primary role in supply chain management is creating the integrations or tight process and information linkages between functions within a firm - such as marketing,sales,finance,manufacturing,and distribution - and between firms.

Correct AnswerverifiedShow Answer

_________ management systems maintain customer contact information and identify prospective customers for future sales.

Correct AnswerverifiedShow Answer

Enterprise _____________ integration connects the plans,methods,and tools aimed at integrating separate enterprise systems.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Production and materials management components handle the various aspects of production planning and execution such as __________ forecasting,production scheduling,job cost accounting,and quality control.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

What is backward integration?

Correct AnswerverifiedShow Answer

In which of the five basic supply chain activities do you build relationships with suppliers to procure raw materials?

Correct AnswerverifiedShow Answer

In which of the five basic supply chain activities do you prepare to manage all resources required to meet demand?

Correct AnswerverifiedShow Answer

Enterprise resource planning systems ______________ all departments and functions throughout an organization into a single IT system.

Correct AnswerverifiedShow Answer

Which of the following represents sales force automation?

Correct AnswerverifiedShow Answer

_________ dialing automatically dials outbound calls and when someone answers,the call is forwarded to an available agent.

Correct AnswerverifiedShow Answer

___________ scripting systems access organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer.

Correct AnswerverifiedShow Answer

Which of the following is an organizational result from an effective and efficient supply chain management system?

Correct AnswerverifiedShow Answer

Customer relationship management involves managing all aspects of a customer's relationship with an organization to increase customer ____________ and retention and an organization's profitability.

Correct AnswerverifiedShow Answer

Which of the following can a customer use to contact an organization?

Correct AnswerverifiedShow Answer

Which activities do production and materials management components perform?

Correct AnswerverifiedShow Answer

What are the primary business benefits of an ERP system?

Correct AnswerverifiedShow Answer

SCM,CRM,and ERP are all extended ERP components.

Correct AnswerverifiedShow Answer

__________ management systems automate each phase of the sales process,helping individual sales representatives coordinate and organization all of their accounts.

Correct AnswerverifiedShow Answer

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