Question 1

What is interactive voice response (IVR) ?

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 these.E) B) and D)
F) None of the above

Question 2

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 theseE) All of the above
F) A) and D)

Question 3

What increases real-time information sharing among supply chain partners focusing on reducing response time to unexpected events?

Accepted Answer

A)  Supply chain event management
B)  Selling chain management
C)  Collaborative engineering
D)  Collaborative demand planningE) A) and C)
F) None of the above

Question 4

Collaborative ___________ planning helps organizations reduce their investment in inventory, while improving customer satisfaction through product availability.

Accepted Answer

The answer of Collaborative ___________ planning helps organizations reduce their...

Question 5

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?

Accepted Answer

A)  Analytical CRM
B)  Operational CRM
C)  Website personalization
D)  All of theseE) A) and B)
F) A) and D)

Question 6

What accesses organizational databases that track similar issues or questions and automatically generates the details to the CSR, who can then relay them to the customer?

Accepted Answer

A)  Contact center
B)  Web-based self-service
C)  Call scripting
D)  Website personalizationE) C) and D)
F) B) and C)

Question 7

_____________ ERP components are the traditional components included in most ERP systems and they primarily focus on internal operations.

Accepted Answer

The answer of _____________ ERP components are the traditional components...

Question 8

Which industries will want to keep using CRM as a major strategic focus in the future?

Accepted Answer

A)  Industries whose products are unique
B)  Industries whose products are difficult to differentiate
C)  Industries whose products are exclusive
D)  Industries whose products are distinctiveE) C) and D)
F) A) and D)

Question 9

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...

Question 10

Why is CRM one of the most valuable assets a company can acquire?

Accepted Answer

A)  Because organizations have not been successful in implementing SCM systems, they have turned their resources toward CRM.
B)  CRM has proven to increase customer loyalty and retention and an organization's profitability.
C)  It is easy for a company to steal its competitors' loyal and devoted customers; therefore, companies need a viable process for targeting competitors' customers.
D)  Without CRM, it is impossible to effectively manage or cross-sell products to customers.E) B) and C)
F) C) and D)

Question 11

What compiles customer information from a variety of sources and segments the information for different marketing campaigns?

Accepted Answer

A)  Campaign management system
B)  Cross-selling
C)  Up-selling
D)  List generatorE) B) and D)
F) None of the above

Question 12

From the following list, which component would include a credit-management feature?

Accepted Answer

A)  Accounting and finance components
B)  Production and managerial management components
C)  Human resource components
D)  Production and materials management componentsE) A) and B)
F) B) and D)

Question 13

___________ CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.

Accepted Answer

The answer of ___________ CRM supports back-office operations and strategic...

Question 14

Which component can help an organization determine such things as the identification of individuals who are likely to leave the company unless additional compensation or benefits are provided?

Accepted Answer

A)  Accounting and finance components
B)  Production and managerial management components
C)  Human resource components
D)  Production and materials management componentsE) B) and D)
F) A) and B)

Question 15

A contact center (or call center)  is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints.A contact center is one of the best assets a customer-driven organization can have.Why?

Accepted Answer

A)  Contact centers can identify suppliers who are in desperate need of assistance.
B)  Maintaining a high level of customer support is critical to obtaining and retaining customers.
C)  Contact centers are the only place to find answers to questions or solutions to customer problems.
D)  Most contact centers use analytical modeling technologies that provide business intelligence.E) C) and D)
F) A) and B)

Question 16

___________ CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

Accepted Answer

The answer of ___________ CRM supports traditional transactional processing for...

Question 17

What can analytical CRM modeling tools discover?

Accepted Answer

A)  Identify opportunities for expanding customer relationships
B)  Identify opportunities for cross-selling
C)  Identify opportunities for up-selling
D)  All of theseE) A) and B)
F) B) and C)

Question 18

Which of the following is not one of the three phases in the evolution of CRM?

Accepted Answer

A)  Reporting
B)  Analyzing
C)  Processing
D)  PredictingE) A) and D)
F) A) and B)

Question 19

Business intelligence is both a core and extended ERP component.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is not a current CRM trend?

Accepted Answer

A)  Partner relationship management
B)  Supplier relationship management
C)  Employee relationship management
D)  Distributor relationship managementE) None of the above
F) C) and D)

Exam 8: Enterprise Applications: Business Communications

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

Correct AnswerverifiedShow Answer

What increases real-time information sharing among supply chain partners focusing on reducing response time to unexpected events?

Correct AnswerverifiedShow Answer

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?

Correct AnswerverifiedShow Answer

Which component can help an organization determine such things as the identification of individuals who are likely to leave the company unless additional compensation or benefits are provided?

Correct AnswerverifiedShow Answer

Why is CRM one of the most valuable assets a company can acquire?

Correct AnswerverifiedShow Answer

Which of the following is not a current CRM trend?

Correct AnswerverifiedShow Answer

What is interactive voice response (IVR) ?

Correct AnswerverifiedShow Answer

A contact center (or call center) is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints.A contact center is one of the best assets a customer-driven organization can have.Why?

Correct AnswerverifiedShow Answer

What accesses organizational databases that track similar issues or questions and automatically generates the details to the CSR, who can then relay them to the customer?

Correct AnswerverifiedShow Answer

Business intelligence is both a core and extended ERP component.

Correct AnswerverifiedShow Answer

What compiles customer information from a variety of sources and segments the information for different marketing campaigns?

Correct AnswerverifiedShow Answer

From the following list, which component would include a credit-management feature?

Correct AnswerverifiedShow Answer

___________ CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

Correct AnswerverifiedShow Answer

What can analytical CRM modeling tools discover?

Correct AnswerverifiedShow Answer

Which industries will want to keep using CRM as a major strategic focus in the future?

Correct AnswerverifiedShow Answer

___________ CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.

Correct AnswerverifiedShow Answer

Which of the following is not one of the three phases in the evolution of CRM?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

_____________ ERP components are the traditional components included in most ERP systems and they primarily focus on internal operations.

Correct AnswerverifiedShow Answer

Collaborative ___________ planning helps organizations reduce their investment in inventory, while improving customer satisfaction through product availability.

Correct AnswerverifiedShow Answer

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