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) A phone switch routes inbound calls to available agents 
D) None of the above 
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) A phone switch routes inbound calls to available agents 
D) None of the above

Question 2

What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects?

Accepted Answer

A) Supplier relationship management 
B) Partner relationship management 
C) Employee relationship management 
D) None of the above 
A) Supplier relationship management 
B) Partner relationship management 
C) Employee relationship management 
D) None of the above

Question 3

Which of the following generates demand forecasts using statistical tools and forecasting techniques?

Accepted Answer

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

Question 4

Elogistics manage the transportation and storage of goods.

Accepted Answer

A) True 
 B)False

Question 5

Call scripting occurs when a customer service representatives answers customer inquiries and solves problems by email and IMing.

Accepted Answer

A) True 
 B)False

Question 6

____________ integration is the integration of a company's existing management information systems.

Accepted Answer

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

Question 7

What is data 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. 
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.

Question 8

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) Return 
A) Plan 
B) Source 
C) Deliver 
D) Return

Question 9

Integrations are achieved by using ___________.

Accepted Answer

The answer of Integrations are achieved by using ___________....

Question 10

What is interactive voice response (IVR)?

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) A phone switch routes inbound calls to available agents 
D) None of the above 
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) A phone switch routes inbound calls to available agents 
D) None of the above

Question 11

What helps an organization identify its customers across applications?

Accepted Answer

A) CRM reporting technologies 
B) CRM analyzing technologies 
C) CRM processing technologies 
D) CRM predicting technologies 
A) CRM reporting technologies 
B) CRM analyzing technologies 
C) CRM processing technologies 
D) CRM predicting technologies

Question 12

In the basic supply chain,source refers to building relationships with suppliers to procure raw materials.

Accepted Answer

A) True 
 B)False

Question 13

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

Accepted Answer

A) True 
 B)False

Question 14

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 15

Which activities do human resource 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 above 
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 above

Question 16

Walmart and Procter & Gamble (P&G)implemented a tremendously successful SCM system.The system linked Wal-Mart's _____________ centers directly to P&G's _____________ centers.

Accepted Answer

A) Manufacturing;distribution 
B) Distribution;manufacturing 
C) Stores;distribution 
D) Distribution;stores 
A) Manufacturing;distribution 
B) Distribution;manufacturing 
C) Stores;distribution 
D) Distribution;stores

Question 17

___________ office operations deal directly with the customer.

Accepted Answer

The answer of ___________ office operations deal directly with the...

Question 18

What maintains customer contact information and identifies prospective customers for future sales?

Accepted Answer

A) Sales management CRM system 
B) Contact management CRM system 
C) Opportunity management CRM system 
D) Sales force automation CRM system 
A) Sales management CRM system 
B) Contact management CRM system 
C) Opportunity management CRM system 
D) Sales force automation CRM system

Question 19

Call scripting systems gather 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) True 
 B)False

Question 20

Which extended ERP component collects information used throughout an organization,organizes it,and applies analytical tools to assist managers with decisions?

Accepted Answer

A) Business intelligence 
B) Ebusiness 
C) Customer relationship management 
D) Supply chain management 
A) Business intelligence 
B) Ebusiness 
C) Customer relationship management 
D) Supply chain management

What is automatic call distribution?

What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects?

Which of the following generates demand forecasts using statistical tools and forecasting techniques?

Elogistics manage the transportation and storage of goods.

Call scripting occurs when a customer service representatives answers customer inquiries and solves problems by email and IMing.

____________ integration is the integration of a company's existing management information systems.

What is data integration?

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

Integrations are achieved by using ___________.

What is interactive voice response (IVR)?

What helps an organization identify its customers across applications?

In the basic supply chain,source refers to building relationships with suppliers to procure raw materials.

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

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

Which activities do human resource components perform?

Walmart and Procter & Gamble (P&G)implemented a tremendously successful SCM system.The system linked Wal-Mart's _ centers directly to P&G's _ centers.

___________ office operations deal directly with the customer.

What maintains customer contact information and identifies prospective customers for future sales?

Call scripting systems gather product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.

Which extended ERP component collects information used throughout an organization,organizes it,and applies analytical tools to assist managers with decisions?

Management Information Systems: Business Driven MIS

Decisions Processes: Value Driven Business

Ebusiness: Electronic Business Value

Ethics Information Security: MIS Business Concerns

Infrastructures: Sustainable Technologies

Data: Business Intelligence

Networks: Mobile Business

Systems Development and Project Management: Corporate Responsibility

Filters

Exam 8: Enterprise Applications: Business Communications

What is automatic call distribution?

What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects?

Which of the following generates demand forecasts using statistical tools and forecasting techniques?

Elogistics manage the transportation and storage of goods.

Call scripting occurs when a customer service representatives answers customer inquiries and solves problems by email and IMing.

____________ integration is the integration of a company's existing management information systems.

What is data integration?

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

Integrations are achieved by using ___________.

What is interactive voice response (IVR)?

What helps an organization identify its customers across applications?

In the basic supply chain,source refers to building relationships with suppliers to procure raw materials.

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

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

Which activities do human resource components perform?

Walmart and Procter & Gamble (P&G)implemented a tremendously successful SCM system.The system linked Wal-Mart's _____________ centers directly to P&G's _____________ centers.

___________ office operations deal directly with the customer.

What maintains customer contact information and identifies prospective customers for future sales?

Call scripting systems gather product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.

Which extended ERP component collects information used throughout an organization,organizes it,and applies analytical tools to assist managers with decisions?

Management Information Systems: Business Driven MIS

Decisions Processes: Value Driven Business

Ebusiness: Electronic Business Value

Ethics Information Security: MIS Business Concerns

Infrastructures: Sustainable Technologies

Data: Business Intelligence

Networks: Mobile Business

Systems Development and Project Management: Corporate Responsibility

Filters

Walmart and Procter & Gamble (P&G)implemented a tremendously successful SCM system.The system linked Wal-Mart's _ centers directly to P&G's _ centers.