Question 1

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 systemE) None of the above
F) A) and B)

Question 2

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 campaignE) B) and D)
F) None of the above

Question 3

Which of the following will help an organization maintain consistent business operations?

Accepted Answer

A)  Marketing, sales, and accounting departments decide to use the same vendor for a new system.
B)  Sales decides to implement a new system without considering other departments.
C)  A new office policy states that all managers can implement their own policies for purchasing supplies and materials.
D)  Marketing decides to save customer's email addresses in the marketing system, even though other organizational systems do not have this capability.E) B) and C)
F) A) and B)

Question 4

Which of the following is a common customer service CRM metric?

Accepted Answer

A)  Number of new prospective customers
B)  Number of marketing campaigns
C)  Average time to resolution
D)  Revenue generated by marketing campaignsE) All of the above
F) B) and D)

Question 5

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 technologiesE) None of the above
F) A) and D)

Question 6

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

Accepted Answer

A)  Forward integration
B)  Forward data interchange
C)  Backward integration
D)  Backward data interchangeE) All of the above
F) A) and D)

Question 7

Which activities do production and materials management components perform?

Accepted Answer

A)  Track employee information including payroll, benefits, compensation, and performance assessment, and assume 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 theseE) C) and D)
F) None of the above

Question 8

Which of the following questions 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 theseE) A) and D)
F) All of the above

Question 9

What is McDonald's performing when it asks its customers if they would like to super-size their meals?

Accepted Answer

A)  Campaign management
B)  Cross-selling
C)  Up-selling
D)  Down-sellingE) A) and C)
F) B) and C)

Question 10

What is predictive dialing?

Accepted Answer

A)  It automatically dials outbound calls; when someone answers, the call is forwarded to an available agent.
B)  It 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 theseE) C) and D)
F) All of the above

Question 11

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 systemE) All of the above
F) None of the above

Question 12

_________ management systems maintain customer contact information and identify prospective customers for future sales.

Accepted Answer

The answer of _________ management systems maintain customer contact information...

Question 13

___________ relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection.

Accepted Answer

The answer of ___________ relationship management focuses on keeping suppliers...

Question 14

Accounting and finance components manage accounting data and ______________ processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.

Accepted Answer

The answer of Accounting and finance components manage accounting data...

Question 15

Where would you find the suppliers' suppler in a typical supply chain?

Accepted Answer

A)  Upstream
B)  Downstream
C)  In the middle
D)  Not on the supply chainE) C) and D)
F) B) and D)

Question 16

Human resource components have the ability to identify employees who are likely to ________ the company.

Accepted Answer

The answer of Human resource components have the ability to...

Question 17

What targets sales opportunities by finding new customers or companies for future sales?

Accepted Answer

A)  Sales management system
B)  Contact management system
C)  Opportunity management system
D)  Sales force automation systemE) All of the above
F) B) and C)

Question 18

What is an organization performing when it asks questions such as, "Why was customer revenue so high"?

Accepted Answer

A)  CRM reporting technologies
B)  CRM analyzing technologies
C)  CRM processing technologies
D)  CRM predicting technologiesE) A) and B)
F) None of the above

Question 19

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

Accepted Answer

The answer of ___________ management systems guide users through marketing...

Question 20

Which of the following questions represents a CRM reporting technology example?

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 theseE) B) and C)
F) None of the above

Exam 8: Enterprise Applications: Business Communications

What is McDonald's performing when it asks its customers if they would like to super-size their meals?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Human resource components have the ability to identify employees who are likely to ________ the company.

Correct AnswerverifiedShow Answer

Which activities do production and materials management components perform?

Correct AnswerverifiedShow Answer

What helps an organization identify its customers across applications?

Correct AnswerverifiedShow Answer

Accounting and finance components manage accounting data and ______________ processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

_________ management systems maintain customer contact information and identify prospective customers for future sales.

Correct AnswerverifiedShow Answer

Which of the following will help an organization maintain consistent business operations?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Where would you find the suppliers' suppler in a typical supply chain?

Correct AnswerverifiedShow Answer

What targets sales opportunities by finding new customers or companies for future sales?

Correct AnswerverifiedShow Answer

What is an organization performing when it asks questions such as, "Why was customer revenue so high"?

Correct AnswerverifiedShow Answer

___________ relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following questions represents a CRM analyzing technology question?

Correct AnswerverifiedShow Answer

Which of the following questions represents a CRM reporting technology example?

Correct AnswerverifiedShow Answer

Which of the following is a common marketing CRM metric?

Correct AnswerverifiedShow Answer

Which of the following is a common customer service CRM metric?

Correct AnswerverifiedShow Answer

What is predictive dialing?

Correct AnswerverifiedShow Answer

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