Question 1

Which of the following is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints?

Accepted Answer

A)  Contact center
B)  Web-based self-service
C)  Call scripting
D)  Website personalization

Question 2

McDonald's is _________ selling when it asks their customers if they would like an apple pie with their meal.

Accepted Answer

The answer of McDonald's is _________ selling when it asks...

Question 3

What allows an organization to reduce product development costs?

Accepted Answer

A)  Supply chain event management
B)  Selling chain management
C)  Collaborative engineering
D)  Collaborative demand planning

Question 4

_________ and materials management is one of the three most common core ERP components.

Accepted Answer

The answer of _________ and materials management is one of...

Question 5

Collaborative demand planning reduces inventory investments,while improving customer satisfaction.

Accepted Answer

A) True 
 B)False

Question 6

Production and materials management ERP components track employee information including payroll,benefits,compensation,and performance assessment and ensure compliance with all laws.

Accepted Answer

A) True 
 B)False

Question 7

Sales,marketing,and customer service are the primary users of ______ systems.

Accepted Answer

The answer of Sales,marketing,and customer service are the primary users...

Question 8

What is a current or existing system that will become the base for upgrading or integrating with a new system?

Accepted Answer

A)  Legitimate system
B)  Legacy system
C)  List generator system
D)  All of the above

Question 9

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

Question 10

A _________ integration takes information entered into a given system and sends it automatically to all downstream systems and processes.

Accepted Answer

The answer of A _________ integration takes information entered into...

Question 11

Which question below represents a CRM predicting technology question?

Accepted Answer

A)  Why did sales not meet forecasts?
B)  What customers are at risk of leaving?
C)  What is the total revenue by customer?
D)  All of the above

Question 12

Which question below represents a CRM analyzing technology question?

Accepted Answer

A)  Why did sales not meet forecasts?
B)  What customers are at risk of leaving?
C)  What is the total revenue by customer?
D)  All of the above

Question 13

Which of the following is not one of the three main links in the supply chain?

Accepted Answer

A)  Materials flow from suppliers and their "downstream" suppliers at all levels
B)  Transformation of materials into semifinished and finished products - the organization's own production processes
C)  Distribution of products to customers and their "downstream" customers at all levels
D)  None of the above

Question 14

A ___________ integration takes information entered into a given system and sends it automatically to all upstream systems and processes.

Accepted Answer

The answer of A ___________ integration takes information entered into...

Question 15

A _________ integration takes information entered into a given system and sends it automatically to all upstream systems and processes.

Accepted Answer

The answer of A _________ integration takes information entered into...

Question 16

List ____________ compile customer information from a variety of sources and segment the information for different marketing campaigns.

Accepted Answer

generators...

Question 17

Back-office operations deal directly with the customer.

Accepted Answer

A) True 
 B)False

Question 18

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 19

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 20

What is the integration of a company's existing management information systems?

Accepted Answer

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

Exam 8: Enterprise Applications: Business Communications

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

Correct AnswerverifiedShow Answer

Collaborative demand planning reduces inventory investments,while improving customer satisfaction.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Sales,marketing,and customer service are the primary users of ______ systems.

Correct AnswerverifiedShow Answer

A _________ integration takes information entered into a given system and sends it automatically to all upstream systems and processes.

Correct AnswerverifiedShow Answer

Back-office operations deal directly with the customer.

Correct AnswerverifiedShow Answer

A _________ integration takes information entered into a given system and sends it automatically to all downstream systems and processes.

Correct AnswerverifiedShow Answer

Production and materials management ERP components track employee information including payroll,benefits,compensation,and performance assessment and ensure compliance with all laws.

Correct AnswerverifiedShow Answer

_________ and materials management is one of the three most common core ERP components.

Correct AnswerverifiedShow Answer

Which of the following is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints?

Correct AnswerverifiedShow Answer

Which question below represents a CRM predicting technology question?

Correct AnswerverifiedShow Answer

Which of the following is not one of the three main links in the supply chain?

Correct AnswerverifiedShow Answer

What is the integration of a company's existing management information systems?

Correct AnswerverifiedShow Answer

Which question below represents a CRM analyzing technology question?

Correct AnswerverifiedShow Answer

List ____________ compile customer information from a variety of sources and segment the information for different marketing campaigns.

Correct Answerverifiedgenerators...View AnswerShow Answer

What allows an organization to reduce product development costs?

Correct AnswerverifiedShow Answer

A ___________ integration takes information entered into a given system and sends it automatically to all upstream systems and processes.

Correct AnswerverifiedShow Answer

McDonald's is _________ selling when it asks their customers if they would like an apple pie with their meal.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

What is a current or existing system that will become the base for upgrading or integrating with a new system?

Correct AnswerverifiedShow Answer

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generators...
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