Question 1

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

Question 2

What made-to-order views can analytical CRM tools slice-and-dice customer information into?

Accepted Answer

A) Customer value 
B) Customer spending 
C) Customer segmentation 
D) All of the above

Question 3

___________ 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 4

Which application's primary business benefits include market demand,resource and capacity constraints,and real-time scheduling?

Accepted Answer

A) CRM 
B) SCM 
C) ERP 
D) All of the above

Question 5

Who are the primary users of ERP systems?

Accepted Answer

A) Sales,marketing,customer service 
B) Accounting,finance,logistics,and production 
C) Customers,resellers,partners,suppliers,and distributors 
D) All of the above

Question 6

Call scripting falls under the category of the sales department's CRM tools.

Accepted Answer

A) True 
 B)False

Question 7

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

Accepted Answer

A) Contact center,web-based self-service,call scripting 
B) Contact center,cross-selling and up-selling,web-based self-service 
C) List generator,opportunity management,cross-selling and up-selling 
D) List generator,campaign management,cross-selling and up-selling

Question 8

List generator,________ management,and cross-selling/up-selling are the three primary operational CRM technologies used in the marketing department.

Accepted Answer

The answer of List generator,________ management,and cross-selling/up-selling are the three...

Question 9

Integrations provide enterprisewide support and data access for a firm's operations and business processes.

Accepted Answer

A) True 
 B)False

Question 10

What are two of the primary features of ebusiness components?

Accepted Answer

A) Eprocurement 
B) Elogistics 
C) Eprocurement and elogistics 
D) None of the above

Question 11

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

Question 12

Contact center,web-based self-service,and __________ scripting are the three primary operational CRM technologies used in the customer service department.

Accepted Answer

The answer of Contact center,web-based self-service,and __________ scripting are the...

Question 13

The bullwhip effect occurs when distorted product-demand information ripples from one partner to the next throughout the supply chain.

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) Forward integration 
B) Forward data interchange 
C) Backward integration 
D) Backward data interchange

Question 15

What connects the plans,methods,and tools aimed at integrating separate enterprise systems?

Accepted Answer

A) Enterprise systems 
B) Enterprise application integration 
C) Middleware 
D) Enterprise application integration middleware

Question 16

Production and materials management ERP components handle production planning and execution tasks such as demand forecasting,production scheduling,job cost accounting,and quality control.

Accepted Answer

A) True 
 B)False

Question 17

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

Question 18

Demand planning systems generate demand forecasts using statistical tools and forecasting techniques,so companies can respond faster and more effectively to consumer demands through supply chain enhancements.

Accepted Answer

A) True 
 B)False

Question 19

What takes a new approach to middleware by packaging commonly used applications together,reducing the time needed to integrate applications from multiple vendors?

Accepted Answer

A) Enterprise systems 
B) Enterprise application integration 
C) Middleware 
D) Enterprise application integration middleware

Question 20

What is the integration of data from multiple sources,which provides a unified view of all data?

Accepted Answer

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

Exam 8: Enterprise Applications: Business Communications

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

What made-to-order views can analytical CRM tools slice-and-dice customer information into?

___________ 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.

Which application's primary business benefits include market demand,resource and capacity constraints,and real-time scheduling?

Who are the primary users of ERP systems?

Call scripting falls under the category of the sales department's CRM tools.

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

List generator,________ management,and cross-selling/up-selling are the three primary operational CRM technologies used in the marketing department.

Integrations provide enterprisewide support and data access for a firm's operations and business processes.

What are two of the primary features of ebusiness components?

What is interactive voice response (IVR) ?

Contact center,web-based self-service,and __________ scripting are the three primary operational CRM technologies used in the customer service department.

The bullwhip effect occurs when distorted product-demand information ripples from one partner to the next throughout the supply chain.

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

What connects the plans,methods,and tools aimed at integrating separate enterprise systems?

Production and materials management ERP components handle production planning and execution tasks such as demand forecasting,production scheduling,job cost accounting,and quality control.

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

Demand planning systems generate demand forecasts using statistical tools and forecasting techniques,so companies can respond faster and more effectively to consumer demands through supply chain enhancements.

What takes a new approach to middleware by packaging commonly used applications together,reducing the time needed to integrate applications from multiple vendors?

What is the integration of data from multiple sources,which provides a unified view of all data?