Question 1

What is Web-based self-service?

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. 
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.

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

RFID's Electronic Product Code (RFID EPC)promotes serialization or the ability to track individual items by using the unique serial number associated with each RFID tag.

Accepted Answer

A) True 
 B)False

Question 4

Robotics supports materials management.

Accepted Answer

A) True 
 B)False

Question 5

CRM predicting technologies help organizations identify their customers across other applications.

Accepted Answer

A) True 
 B)False

Question 6

The bullwhip effect is a standard format for the electronic exchange of information between supply chain participants

Accepted Answer

A) True 
 B)False

Question 7

Supply chain event management (SCEM)enables an organization to react more quickly to resolve supply chain issues.

Accepted Answer

A) True 
 B)False

Question 8

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) Eprocurement 
A) Software customization 
B) Data integration 
C) Elogistics 
D) Eprocurement

Question 9

Which of the below metrics represents the time it takes to manufacture a product and deliver it to the retailer?

Accepted Answer

A) Back order 
B) Inventory cycle time 
C) Customer order cycle time 
D) Inventory turnover 
A) Back order 
B) Inventory cycle time 
C) Customer order cycle time 
D) Inventory turnover

Question 10

Which of the following is not an example of a primary enterprise system?

Accepted Answer

A) Supply chain management 
B) Customer relationship management 
C) Enterprise revenue planning 
D) Enterprise resource planning 
A) Supply chain management 
B) Customer relationship management 
C) Enterprise revenue planning 
D) Enterprise resource planning

Question 11

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

Accepted Answer

A) Accounting 
B) CRM 
C) Sales 
D) Human resources 
A) Accounting 
B) CRM 
C) Sales 
D) Human resources

Question 12

The customers' customer is upstream in the supply chain.

Accepted Answer

A) True 
 B)False

Question 13

RFID systems are used to create the digital designs and then manufacture the products.

Accepted Answer

A) True 
 B)False

Question 14

What takes information entered into a given system and sends it automatically to all upstream systems and processes?

Accepted Answer

A) Backward integration 
B) Application integration 
C) Data integration 
D) Forward integration 
A) Backward integration 
B) Application integration 
C) Data integration 
D) Forward integration

Question 15

What are enterprise systems?

Accepted Answer

A) The integration of a company's existing management information systems. 
B) The integration of data from multiple sources, which provides a unified view of all data. 
C) Sends information entered into a given system automatically to all downstream systems and processes. 
D) Enterprisewide support and data access for a firm's operations and business processes. 
A) The integration of a company's existing management information systems. 
B) The integration of data from multiple sources, which provides a unified view of all data. 
C) Sends information entered into a given system automatically to all downstream systems and processes. 
D) Enterprisewide support and data access for a firm's operations and business processes.

Question 16

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

Accepted Answer

A) Campaign management, contact management, opportunity management 
B) Sales management, contact management, contact center 
C) Sales management, call scripting, opportunity management 
D) Sales management, contact management, opportunity management 
A) Campaign management, contact management, opportunity management 
B) Sales management, contact management, contact center 
C) Sales management, call scripting, opportunity management 
D) Sales management, contact management, opportunity management

Question 17

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

Accepted Answer

A) Upstream 
B) Downstream 
C) In the middle 
D) Not on the supply chain 
A) Upstream 
B) Downstream 
C) In the middle 
D) Not on the supply chain

Question 18

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 software 
A) Bullwhip effect 
B) Demand planning software 
C) Supply chain visibility 
D) Supply chain execution software

Question 19

Up-selling is selling additional products or services to an existing customer.

Accepted Answer

A) True 
 B)False

Question 20

Contact management falls under the category of the customer service department's CRM tools.

Accepted Answer

A) True 
 B)False

What is Web-based self-service?

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

RFID's Electronic Product Code (RFID EPC)promotes serialization or the ability to track individual items by using the unique serial number associated with each RFID tag.

Robotics supports materials management.

CRM predicting technologies help organizations identify their customers across other applications.

The bullwhip effect is a standard format for the electronic exchange of information between supply chain participants

Supply chain event management (SCEM)enables an organization to react more quickly to resolve supply chain issues.

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

Which of the below metrics represents the time it takes to manufacture a product and deliver it to the retailer?

Which of the following is not an example of a primary enterprise system?

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

The customers' customer is upstream in the supply chain.

RFID systems are used to create the digital designs and then manufacture the products.

What takes information entered into a given system and sends it automatically to all upstream systems and processes?

What are enterprise systems?

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

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

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

Up-selling is selling additional products or services to an existing customer.

Contact management falls under the category of the customer service department's CRM tools.

Management Information Systems: Business Driven MIS

Decisions and Processes: Value Driven Business

Ebusiness: Electronic Business Value

Ethics and Information Security: MIS Business Concerns

Infrastructures: Sustainable Technologies

Data: Business Intelligence

Networks: Mobile Business

Systems Development and Project Management: Corporate Responsibility

Hardware and Software Basics

Networks and Telecommunications

Designing Databases

Emerging Trends and Technologies

Filters

Exam 8: Enterprise Applications: Business Communications

What is Web-based self-service?

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

RFID's Electronic Product Code (RFID EPC)promotes serialization or the ability to track individual items by using the unique serial number associated with each RFID tag.

Robotics supports materials management.

CRM predicting technologies help organizations identify their customers across other applications.

The bullwhip effect is a standard format for the electronic exchange of information between supply chain participants

Supply chain event management (SCEM)enables an organization to react more quickly to resolve supply chain issues.

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

Which of the below metrics represents the time it takes to manufacture a product and deliver it to the retailer?

Which of the following is not an example of a primary enterprise system?

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

The customers' customer is upstream in the supply chain.

RFID systems are used to create the digital designs and then manufacture the products.

What takes information entered into a given system and sends it automatically to all upstream systems and processes?

What are enterprise systems?

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

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

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

Up-selling is selling additional products or services to an existing customer.

Contact management falls under the category of the customer service department's CRM tools.

Management Information Systems: Business Driven MIS

Decisions and Processes: Value Driven Business

Ebusiness: Electronic Business Value

Ethics and Information Security: MIS Business Concerns

Infrastructures: Sustainable Technologies

Data: Business Intelligence

Networks: Mobile Business

Systems Development and Project Management: Corporate Responsibility

Hardware and Software Basics

Networks and Telecommunications

Designing Databases

Emerging Trends and Technologies

Filters