Question 1

Supply chain event management applies technology to the activities in the order life cycle from inquiry to sale.

Accepted Answer

A) True 
 B)False

Question 2

Interactive voice response directs customers to use touch-tone phones or keywords to navigate or provide information.

Accepted Answer

A) True 
 B)False

Question 3

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

Question 4

Which of the following is an extended ERP component?

Accepted Answer

A) business intelligence 
B) ebusiness 
C) customer relationship management 
D) All of these are correct.

Question 5

What can effective and efficient supply chain management systems enable an organization to accomplish?

Accepted Answer

A) increase the power of its buyers 
B) increase its supplier power 
C) increase switching costs to increase the threat of substitute products or services 
D) All of these are correct.

Question 6

RFM stands for Regency, Frequency, and Monetary.

Accepted Answer

A) True 
 B)False

Question 7

Inbound logistics acquires raw materials and resources and distributes them to manufacturing as required.

Accepted Answer

A) True 
 B)False

Question 8

Software customization modifies existing software according to the business's or user's requirements.

Accepted Answer

A) True 
 B)False

Question 9

In the basic supply chain, plan refers to preparing to manage all resources required to meet demand.

Accepted Answer

A) True 
 B)False

Question 10

What is call scripting?

Accepted Answer

A) a place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone 
B) customers use the web to find answers to their questions or solutions to their problems 
C) a system that gathers product details and issue resolution information, which 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 11

Supply chain visibility ensures supply chain cohesion by automating the different activities of the supply chain.

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A) accounting 
B) CRM 
C) sales 
D) human resources

Question 13

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

Question 14

Call scripting occurs when customer service representatives answer customer inquiries and solve problems by email and IMing.

Accepted Answer

A) True 
 B)False

Question 15

Campaign management systems guide users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis.

Accepted Answer

A) True 
 B)False

Question 16

What is 3D printing?

Accepted Answer

A) a process that builds-layer by layer in an additive process-a three-dimensional solid object from a digital model 
B) the use of electronic tags and labels to identify objects wirelessly over short distances 
C) unmanned aircraft that can fly autonomously, or without a human 
D) the focus on creating artificial intelligence devices that can move and react to sensory input

Question 17

Which of the following is a common marketing CRM metric?

Accepted Answer

A) number of new prospective customers 
B) average number of service calls per day 
C) average time to resolution 
D) cost per interaction by marketing campaign

Question 18

Supplier relationship management (SRM) focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects.

Accepted Answer

A) True 
 B)False

Question 19

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) routes inbound calls to available agents 
D) All of these are correct.

Question 20

Customer order cycle time is the time it takes to manufacture a product and deliver it to the retailer.

Accepted Answer

A) True 
 B)False

Exam 8: Enterprise Applications: Business Communications

Supply chain event management applies technology to the activities in the order life cycle from inquiry to sale.

Interactive voice response directs customers to use touch-tone phones or keywords to navigate or provide information.

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

Which of the following is an extended ERP component?

What can effective and efficient supply chain management systems enable an organization to accomplish?

RFM stands for Regency, Frequency, and Monetary.

Inbound logistics acquires raw materials and resources and distributes them to manufacturing as required.

Software customization modifies existing software according to the business's or user's requirements.

In the basic supply chain, plan refers to preparing to manage all resources required to meet demand.

What is call scripting?

Supply chain visibility ensures supply chain cohesion by automating the different activities of the supply chain.

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

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

Call scripting occurs when customer service representatives answer customer inquiries and solve problems by email and IMing.

Campaign management systems guide users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis.

What is 3D printing?

Which of the following is a common marketing CRM metric?

Supplier relationship management (SRM) focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects.

What is automatic call distribution?

Customer order cycle time is the time it takes to manufacture a product and deliver it to the retailer.