Question 1

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)  ReturnE) A) and B)
F) A) and C)

Question 2

____________ integration is the integration of a company's existing management information systems.

Accepted Answer

The answer of ____________ integration is the integration of a...

Question 3

What is automatic call distribution?

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 aboveE) All of the above
F) B) and C)

Question 4

___________ office operations deal directly with the customer.

Accepted Answer

The answer of ___________ office operations deal directly with the...

Question 5

What is the ability to view all areas up and down the supply chain in real time?

Accepted Answer

A)  Bullwhip effect
B)  Demand planning software
C)  Supply chain visibility
D)  Supply chain execution softwareE) All of the above
F) B) and C)

Question 6

Walmart and Procter & Gamble (P&G) implemented a tremendously successful SCM system.The system linked Wal-Mart's _____________ centers directly to P&G's _____________ centers.

Accepted Answer

A)  Manufacturing;distribution
B)  Distribution;manufacturing
C)  Stores;distribution
D)  Distribution;storesE) A) and C)
F) A) and B)

Question 7

Elogistics manage the transportation and storage of goods.

Accepted Answer

A) True 
 B)False

Question 8

Which extended ERP component collects information used throughout an organization,organizes it,and applies analytical tools to assist managers with decisions?

Accepted Answer

A)  Business intelligence
B)  Ebusiness
C)  Customer relationship management
D)  Supply chain managementE) B) and C)
F) A) and D)

Question 9

Which activities do human resource components perform?

Accepted Answer

A)  Track employee information including payroll,benefits,compensation,performance assessment,and assumes 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 the aboveE) A) and B)
F) A) and C)

Question 10

Integrations are achieved by using ___________.

Accepted Answer

The answer of Integrations are achieved by using ___________....

Question 11

Call scripting occurs when a customer service representatives answers customer inquiries and solves problems by email and IMing.

Accepted Answer

A) True 
 B)False

Question 12

Call scripting systems gather product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.

Accepted Answer

A) True 
 B)False

Question 13

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) A) and B)
F) A) and C)

Question 14

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 aboveE) A) and B)
F) A) and C)

Question 15

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) A) and B)
F) B) and C)

Question 16

What is data integration?

Accepted Answer

A)  The integration of data from multiple sources,which provides a unified view of all data.
B)  Takes information entered into a given system and sends it automatically to all downstream systems and processes.
C)  Takes information entered into a given system and sends it automatically to all upstream systems and processes.
D)  The integration of a company's existing management information systems.E) All of the above
F) A) and B)

Question 17

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

Accepted Answer

A) True 
 B)False

Question 18

What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects?

Accepted Answer

A)  Supplier relationship management
B)  Partner relationship management
C)  Employee relationship management
D)  None of the aboveE) A) and B)
F) B) and C)

Question 19

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) B) and D)
F) A) and C)

Question 20

In the basic supply chain,source refers to building relationships with suppliers to procure raw materials.

Accepted Answer

A) True 
 B)False

Exam 8: Enterprise Applications: Business Communications

____________ integration is the integration of a company's existing management information systems.

Correct AnswerverifiedShow Answer

Call scripting occurs when a customer service representatives answers customer inquiries and solves problems by email and IMing.

Correct AnswerverifiedShow Answer

___________ office operations deal directly with the customer.

Correct AnswerverifiedShow Answer

In the basic supply chain,source refers to building relationships with suppliers to procure raw materials.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

What is automatic call distribution?

Correct AnswerverifiedShow Answer

What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects?

Correct AnswerverifiedShow Answer

Integrations are achieved by using ___________.

Correct AnswerverifiedShow Answer

Elogistics manage the transportation and storage of goods.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Walmart and Procter & Gamble (P&G) implemented a tremendously successful SCM system.The system linked Wal-Mart's _____________ centers directly to P&G's _____________ centers.

Correct AnswerverifiedShow Answer

Call scripting systems gather product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.

Correct AnswerverifiedShow Answer

Which activities do human resource components perform?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which extended ERP component collects information used throughout an organization,organizes it,and applies analytical tools to assist managers with decisions?

Correct AnswerverifiedShow Answer

What is the ability to view all areas up and down the supply chain in real time?

Correct AnswerverifiedShow Answer

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

Correct AnswerverifiedShow Answer

What is data integration?

Correct AnswerverifiedShow Answer

What is interactive voice response (IVR) ?

Correct AnswerverifiedShow Answer

What helps an organization identify its customers across applications?

Correct AnswerverifiedShow Answer

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Walmart and Procter & Gamble (P&G) implemented a tremendously successful SCM system.The system linked Wal-Mart's _ centers directly to P&G's _ centers.

Correct Answer
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