Question 1

The evolution of CRM is reporting, analyzing, and predicting.

Accepted Answer

A) True 
 B)False

Question 2

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

Question 3

Customer order cycle time is the agreed upon time between the purchase of a product and the delivery of the product.

Accepted Answer

A) True 
 B)False

Question 4

Cradle to grave provides materials management support.

Accepted Answer

A) True 
 B)False

Question 5

What allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems?

Accepted Answer

A) Integration 
B) Intelligence 
C) Data interchange 
D) Demand plan 
A) Integration 
B) Intelligence 
C) Data interchange 
D) Demand plan

Question 6

Explain operational and analytical customer relationship management.

Accepted Answer

Customer relationship management (CRM)is

Question 7

3D Printing is a process that builds-layer by layer in an additive process- a three-dimensional solid object from a digital model.

Accepted Answer

A) True 
 B)False

Question 8

What is a place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone?

Accepted Answer

A) Contact center 
B) Web-based Self-service 
C) Call scripting system 
D) Uplift modeling 
A) Contact center 
B) Web-based Self-service 
C) Call scripting system 
D) Uplift modeling

Question 9

Web-based self-service systems allow customers to use the web to find answers to their questions or solutions to their problems.

Accepted Answer

A) True 
 B)False

Question 10

Elogistics manages the transportation and storage of goods.

Accepted Answer

A) True 
 B)False

Question 11

What is a cultural trend that places value on an individual's ability to be a creator of things as well as a consumer of things?

Accepted Answer

A) Computer-aided design/computer-aided manufacturing 
B) Maker movement 
C) Makerspace 
D) RFID electronic product code 
A) Computer-aided design/computer-aided manufacturing 
B) Maker movement 
C) Makerspace 
D) RFID electronic product code

Question 12

Opportunity management CRM systems target sales opportunities by finding new customers or companies for future sales.

Accepted Answer

A) True 
 B)False

Question 13

What is customer relationship management (CRM)?

Accepted Answer

A) The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability. 
B) Integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems)so employees can make decisions by viewing enterprisewide information about all business operations. 
C) A means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability. 
D) Connects the plans, methods, and tools aimed at integrating separate enterprise system. 
A) The management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and corporate profitability. 
B) Integrates all departments and functions throughout an organization into a single IT system (or integrated set of IT systems)so employees can make decisions by viewing enterprisewide information about all business operations. 
C) A means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability. 
D) Connects the plans, methods, and tools aimed at integrating separate enterprise system.

Question 14

A drone is an unmanned aircraft that can fly autonomously, or without a human. Amazon.com is piloting drone aircraft for package deliveries.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is not considered a feature in a contact center?

Accepted Answer

A) Automatic call distribution 
B) Interactive voice response 
C) Predictive dialing 
D) Automatic predictive dialing 
A) Automatic call distribution 
B) Interactive voice response 
C) Predictive dialing 
D) Automatic predictive dialing

Question 16

What is eintegration?

Accepted Answer

A) The use of the Internet to provide customers with the ability to gain personalized information by querying corporate databases and their information sources. 
B) The integration of data from multiple sources, which provides a unified view of all data. 
C) Translates information between disparate systems. 
D) Packages commonly used applications together, reducing the time needed to integrate applications from multiple vendors. 
A) The use of the Internet to provide customers with the ability to gain personalized information by querying corporate databases and their information sources. 
B) The integration of data from multiple sources, which provides a unified view of all data. 
C) Translates information between disparate systems. 
D) Packages commonly used applications together, reducing the time needed to integrate applications from multiple vendors.

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

Interactive voice response routes inbound calls to available agents.

Accepted Answer

A) True 
 B)False

Question 19

What discovers optimal sales channels by selecting the right partners and identifying mutual customers?

Accepted Answer

A) Supplier relationship management 
B) Partner relationship management 
C) Employee relationship management 
D) All of the above 
A) Supplier relationship management 
B) Partner relationship management 
C) Employee relationship management 
D) All of the above

Question 20

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

The evolution of CRM is reporting, analyzing, and predicting.

What is 3D Printing?

Customer order cycle time is the agreed upon time between the purchase of a product and the delivery of the product.

Cradle to grave provides materials management support.

What allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems?

Explain operational and analytical customer relationship management.

3D Printing is a process that builds-layer by layer in an additive process- a three-dimensional solid object from a digital model.

What is a place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone?

Web-based self-service systems allow customers to use the web to find answers to their questions or solutions to their problems.

Elogistics manages the transportation and storage of goods.

What is a cultural trend that places value on an individual's ability to be a creator of things as well as a consumer of things?

Opportunity management CRM systems target sales opportunities by finding new customers or companies for future sales.

What is customer relationship management (CRM)?

A drone is an unmanned aircraft that can fly autonomously, or without a human. Amazon.com is piloting drone aircraft for package deliveries.

Which of the following is not considered a feature in a contact center?

What is eintegration?

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

Interactive voice response routes inbound calls to available agents.

What discovers optimal sales channels by selecting the right partners and identifying mutual customers?

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

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

The evolution of CRM is reporting, analyzing, and predicting.

What is 3D Printing?

Customer order cycle time is the agreed upon time between the purchase of a product and the delivery of the product.

Cradle to grave provides materials management support.

What allows separate systems to communicate directly with each other, eliminating the need for manual entry into multiple systems?

Explain operational and analytical customer relationship management.

3D Printing is a process that builds-layer by layer in an additive process- a three-dimensional solid object from a digital model.

What is a place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone?

Web-based self-service systems allow customers to use the web to find answers to their questions or solutions to their problems.

Elogistics manages the transportation and storage of goods.

What is a cultural trend that places value on an individual's ability to be a creator of things as well as a consumer of things?

Opportunity management CRM systems target sales opportunities by finding new customers or companies for future sales.

What is customer relationship management (CRM)?

A drone is an unmanned aircraft that can fly autonomously, or without a human. Amazon.com is piloting drone aircraft for package deliveries.

Which of the following is not considered a feature in a contact center?

What is eintegration?

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

Interactive voice response routes inbound calls to available agents.

What discovers optimal sales channels by selecting the right partners and identifying mutual customers?

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

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