231

34. Which application's primary business benefits include sales forecasts, sales strategies, and marketing campaigns? a) CRM b) SCM c) ERP d) All of these

CRM

15. What helps an organization identify its customers across applications? a) CRM reporting technologies b) CRM analyzing technologies c) CRM processing technologies d) CRM predicting technologies

CRM reporting technologies

10. CRM allows an organization to accomplish all of the following except: a) Provide better customer service. b) Make call centers more efficient. c) Complicate marketing and sales processes. d) Help sales staff close deals faster.

Complicate marketing and sales processes

32. What are systems are used to create the digital designs and then manufacture the products? a) Computer aided design/computer aided manufacturing b) Maker movement c) Makerspace d) RFID electronic product code

Computer aided design/computer aided manufacturing

31. Who are the primary users of SCM systems? a) Sales, marketing, customer service b) Accounting, finance, logistics, and production c) Customers, resellers, partners, suppliers, and distributors d) All of these

Customers, resellers, partners, suppliers, and distributors

38. What is key for business process support that spans functional areas and legacy systems? a) Software customization b) Data integration c) Elogistics d) Eprocurement

Data integration

36. Which application's primary business benefits include forecasting, planning, purchasing, material management, warehousing, inventory, and distribution? a) CRM b) SCM c) ERP d) All of these

ERP

In the world of computing, _______ means acquiring or exchanging copies of protected digital creations without payment or permission from their creator a) empathy b) copyright c) piracy d) licensing

Empathy

26. What are two of the primary features of ebusiness components? a) Eprocurement b) Elogistics c) Eprocurement and elogistics d) None of these

Eprocurement and elogistics

12. Customer order cycle time is the time it takes to manufacture a product and deliver it to the retailer

FALSE

13. Inventory cycle time is the frequency of inventory replacement

FALSE

3. The Internet can completely replace the phone and face to face communications with Customers

FALSE

4. Plan, source, give, get, and return are the five basic supply chain management Components

FALSE

6. Core ERP components are the extra components that meet organizational needs not covered by the core components and primarily focus on external operations

FALSE

6. Opportunity management CRM occurs when a website has stored enough data about a person's likes and dislikes to fashion offers more likely to appeal to that person

FALSE

7. In the basic supply chain, return refers to prepare to manage all resources required to meet demands

FALSE

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

FALSE

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

FALSE

9. Back office operations deal directly with the customer

FALSE

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

FALSE

SEO specialists are normally sought after for their expertise in editing photos and designing layouts for websites

FALSE

14. Many websites have a(n) _______ area that should be checked for common questions and their responses. a) A. AUP b) B. FAQ c) C. DRM d) D. SEO

FAQ

32. What are the primary business benefits of an ERP system? a) Sales forecasts, sales strategies, and marketing campaigns. b) Market demand, resource and capacity constraints, and real time scheduling. c) Forecasting, planning, purchasing, material management, warehousing, inventory, and distribution. d) All of these.

Forecasting, planning, purchasing, material management, warehousing, inventory, and distribution.

20. Which activities do production and materials management components perform? a) Track employee information including payroll, benefits, compensation, and performance assessment and assume responsibility for 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 these

Handle the various aspects of production planning and execution such as demand forecasting, production scheduling, job cost accounting, and quality control.

_______, which are products of the mind, can be quite valuable even though they may not always take on a physical form a) Digital footprints b) Artificial intelligence c) Digital rights d) Intellectual property

Intellectual property

16. Which of the following operational CRM technologies does the marketing department typically use? a) Contact center, webbased selfservice, call scripting b) Contact center, crossselling and upselling, webbased selfservice c) List generator, opportunity management, crossselling and upselling d) List generator, campaign management, crossselling and upselling

List generator, campaign management, crossselling and upselling

16. Which of the following is not a principle of supply chain management? a) Customize the logistics network and focus intensively on the service requirements. b) Listen to signals of market demand and plan accordingly. c) Segment customers by service needs and then tailor services to those particular segments. d) Listen to signals from telecommunications equipment.

Listen to signals from telecommunications equipment

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

Marketing, sales, and accounting departments decide to use the same vendor for a new system.

17. What is enterprise resource planning? a) The analysis and redesign of workflow within and between enterprises. b) A standardized set of activities that accomplish a specific task, such as processing a customer's order. c) A system that integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise wide information on all business operations. d) A system that involves managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.

) A system that integrates all departments and functions throughout an organization into a single IT system so that employees can make decisions by viewing enterprise wide information on all business operations.

28. What is a process that builds layer by layer in an additive process a three dimensional solid object from a digital model? a) 3D Printing b) Robotics c) Drones d) RFID

3d printing

31. What is a makerspace? a) Systems are used to create the digital designs and then manufacture the products. b) A cultural trend that places value on an individual's ability to be a creator of things as well as a consumer of things. c) A community center that provides technology, manufacturing equipment, and educational opportunities to the public that would otherwise be inaccessible or unaffordable. d) Serialization of or the ability to track individual items by using the unique serial number associated with each RFID tag.

A community center that provides technology, manufacturing equipment, and educational opportunities to the public that would otherwise be inaccessible or unaffordable.

30. What is the maker movement? a) Systems used to create the digital designs and then manufacture the products. b) A cultural trend that places value on an individual's ability to be a creator of things as well as a consumer of things. c) A community center that provides technology, manufacturing equipment, and educational opportunities to the public that would otherwise be inaccessible or unaffordable. d) Serialization of or the ability to track individual items by using the unique serial number associated with each RFID tag.

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

22. What is automatic call distribution? a) Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent b) Directs customers to use touchtone phones or keywords to navigate or provide information c) A phone switch routes inbound calls to available agents d) All of these

A phone switch routes inbound calls to available agents

Which of the following examples is most likely to be in the public domain? a) A 20year old song from Canada b) A cartoon film c) An "overtheair" network TV show d) A photo on NASA's website

A photo on NASA's website

24. What is webbased selfservice? a) A place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone. b) A system that allows customers to use the web to find answers to their questions or solutions to their problems. c) A system that gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer. d) A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

A system that allows customers to use the web to find answers to their questions or solutions to their problems.

18. What is an RFID's electronic product code? a) System used to create the digital designs and then manufacture the products. b) A cultural trend that places value on an individual's ability to be a creator of things as well as a consumer of things. c) A community center that provides technology, manufacturing equipment, and educational opportunities to the public that would otherwise be inaccessible or unaffordable. d) Promotion of serialization or the ability to track individual items by using the unique serial number associated with each RFID tag.

Promotion of serialization or the ability to track individual items by using the unique serial number associated with each RFID tag

29. What uses electronic tags and labels to identify objects wirelessly over short distances? a) 3D Printing b) Robotics c) Drones d) RFID

RFID

35. Which application's primary business benefits include market demand, resource and capacity constraints, and real time scheduling? a) CRM b) SCM c) ERP d) All of these

SCM

19. What automates each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts? a) Sales management CRM systems. b) Contact management CRM systems. c) Opportunity management CRM systems. d) All of these.

Sales management CRM systems.

37. What modifies existing software according to the business's or user's requirements? a) Software customization b) Data integration c) Elogistics d) Eprocurement

Software customization

17. Which of the following automates the different steps and stages of the supply chain? a) Bullwhip effect b) Demand planning software c) Supply chain planning software d) Supply chain execution software

Supply chain execution software

1. Consumer behavior, competition, visibility, and speed are the four changes resulting from advances in technology that are driving supply chains

TRUE

1. The primary concern with mobile ERP is security of sensitive data, including trade secrets, financial data, and customer data

TRUE

10. Elogistics manages the transportation and storage of goods

TRUE

10. Inventory cycle time is the time it takes to manufacture a product and deliver it to the Retailer

TRUE

11. Eprocurement is the businesstobusiness (B2B) online purchase and sale of supplies and Services

TRUE

11. Inventory turnover is the frequency of inventory replacement

TRUE

12. Balanced scorecard is a management system, as well as a measurement system, that a firm uses to translate business strategies into executable tasks

TRUE

13. Production and materials management is a core ERP component

TRUE

14. Effective and efficient supply chain management systems can enable an organization to decrease the power of its buyers

TRUE

14. Software customization modifies existing software according to the business's or user's Requirements

TRUE

15. A twotier ERP architecture allows an organization to have an onpremises ERP system along with cloud ERP applications

TRUE

2. Deploy in incremental phases and measure and communicate success is one of the keys to success for SCM

TRUE

2. In the past, departments made decisions independent of each other

TRUE

3. Plan, source, make, deliver, and return are the five basic supply chain management Components

TRUE

3. When a user enters or updates information in one ERP module, it is immediately and automatically updated throughout the entire system

TRUE

4. Customer service and support (CSS) is a part of operational CRM that automates service requests, complaints, product returns, and information requests

TRUE

4. Enterprise resource planning (ERP) integrates all departments and functions throughout an organization into a single MIS system (or integrated set of systems) so employees can make decisions by viewing enterprise wide information about all business operations

TRUE

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

TRUE

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

TRUE

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

TRUE

6. In the basic supply chain, return refers to supporting customers and product returns

TRUE

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

TRUE

8. In the basic supply chain, deliver refers to planning for transportation of goods to Customers

TRUE

8. Production and materials management ERP components handle production planning and execution tasks such as demand forecasting, production scheduling, job cost accounting, and quality control

TRUE

9. Products are distributed to customers and their downstream customers at all levels

TRUE

A web developer creates and maintains websites for organizations

TRUE

Like many businesses, schools have acceptable use policies (AUPs) to describe the appropriate use of their computers

TRUE

Many companies are creating a position for social media strategists, who are experts in sales and marketing using the World Wide Web and social media tools

TRUE

Most population centers now have a municipal or private program that encourages the recycling of old and broken computers and peripherals

TRUE

Nothing posted to social media services or anywhere else on the Internet should be considered private

TRUE

Your public, online activity may not only affect your ability to be hired, but it could also place you at risk of losing your job if you make your company look negative or careless

TRUE

24. What is customer order cycle time? a) An unfilled customer order for a product that is out of stock. b) The time it takes to manufacture a product and deliver it to the retailer. c) The agreed upon time between the purchase of a product and the delivery of the product. d) The frequency of inventory replacement.

The agreed upon time between the purchase of a product and the delivery of the product.

Today's videos games are quite complex and require programming for user interaction, realistic motion and physics, and even intelligent character behavior

True

26. What are drones? 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.

Unmanned aircraft that can fly autonomously, or without a human

25. What is RFID? a) A process that builds—layer by layer in an additive process—a threedimensional 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.

Uses electronic tags and labels to identify objects wirelessly over short distances.

22. Which component is a credit management feature typically included in? a) Accounting and finance components b) Production and managerial management components c) Human resource components d) Production and materials management components

a) Accounting and finance components

21. Which activities do human resource components perform? a) Track employee information including payroll, benefits, compensation, and performance assessment and assume responsibility for 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 these

a) Track employee information including payroll, benefits, compensation, and performance assessment and assume responsibility for compliance with the legal requirements of multiple jurisdictions and tax authorities.

11. Which of the following represents operational CRM? a) Supports traditional transactional processing. b) Supports daytoday frontoffice operations. c) Supports operations that deal directly with the customers. d) All of these.

all of these

13. What can analytical CRM modeling tools discover? a) Identify opportunities for expanding customer relationships. b) Identify opportunities for cross selling. c) Identify opportunities for up selling. d) All of these.

all of these

19. Which of the following is one of the business areas of supply chain management? a) Logistics b) Procurement c) Materials management d) All of these

all of these

24. Which of the following is an extended ERP component? a) Business intelligence b) Ebusiness c) Customer relationship management d) All of these

all of these

27. Which of the following describes an ERP system? a) ERP systems provide a foundation for collaboration between departments. b) ERP systems enable people in different business areas to communicate. c) ERP systems have been widely adopted in large organizations to store critical knowledge used to make the decisions that drive the organization's performance. d) All of these.

all of these

28. Which of the following describes ERP systems? a) ERP systems provide a foundation for collaboration between departments. b) ERP systems enable people in different business areas to communicate. c) ERP systems have been widely adopted in large organizations to store critical knowledge used to make the decisions that drive the organization's performance. d) All of these.

all of these

30. Which of the following occurs when everyone involved in sourcing, producing, and delivering the company's product works with the same information? a) Redundancies are eliminated. b) The amount of time wasted is reduced. c) Misinformation is removed. d) All of these.

all of these

12. What supports back office operations and strategic analysis and includes all systems that do not deal directly with the customers? a) Analytical CRM b) Operational CRM c) Personalization d) All of these

analytical CRM

21. _______ occurs when computers or machines can perform the work that was once done by a human. a) A. Automation b) B. Outsourcing c) C. Telecommuting d) D. Green computing

automation

21. Which of the following metrics represents an unfilled customer order for a product that is out of stock? a) Back order b) Inventory cycle time c) Customer order cycle time d) Inventory turnover

back order

22. _______ is an application of biology that uses living organisms to manufacture new products or improve existing ones. a) A. AI b) B. SEO c) C. Nanotechnology d) D. Biotechnology

biotechnology

15. The __________ effect occurs when distorted product demand information passes from one entity to the next throughout the supply chain. a) negative demand b) distortion c) chaos d) bullwhip

bullwhip

20. What is it called when distorted product demand information ripples from one partner to the next throughout the supply chain? a) Bullwhip effect b) Demand planning systems c) Supply chain planning systems d) Supply chain execution systems

bullwhip effect

25. Which extended ERP component collects information used throughout an organization, organizes it, and applies analytical tools to assist managers with decisions? a) Business intelligence b) Ebusiness c) Customer relationship management d) Supply chain management

business intelligence

18. Which of the following is not one of the three most common core ERP components focusing on internal operations? a) Accounting and finance b) Production and materials management c) Business intelligence d) Human resources

c) Business intelligence

23. 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? a) Accounting and finance components b) Production and managerial management components c) Human resource components d) Production and materials management components

c) Human resource components

19. Which activities do accounting and finance components perform? a) Track employee information including payroll, benefits, compensation, and performance assessment and assume responsibility for 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 these

c) Manage accounting data and financial processes within the enterprise with functions such as general ledger, accounts payable, accounts receivable, budgeting, and asset management.

30. A _______ excels when it comes to installing, configuring, and supporting computer systems. a) network administrator b) software engineer c) database administrator d) computer support specialist

computer support specialist

29. Which of the following is a component ERP vendors offer to differentiate themselves in the marketplace? a) Accounting. b) CRM. c) Sales. d) Human resources.

crm

22. Which of the below metrics represents the agreed upon time between the purchase of a product and the delivery of the product? a) Back order b) Inventory cycle time c) Customer order cycle time d) Inventory turnover

customer order cycle time

28. A _______ is responsible for configuring, maintaining, and securing an organization's database. a) A. network administrator b) B. software engineer c) C. database administrator d) D. computer support specialist

database administrator

39. What manages the transportation and storage of goods? a) Software customization b) Data integration c) Elogistics d) Eprocurement

elogistics

40. What is the businesstobusiness (B2B) online purchase and sale of supplies and services? a) Software customization b) Data integration c) Elogistics d) Eprocurement

eprocurement

2. The business world is shifting from customer focus to product focus

false

CRM is a technology based on the premise that those organizations that understand the needs of individual customers are best positioned to achieve sustainable competitive advantage in the future

false

19. Today's web browsers include a feature that will delete all of your browsing _______ with a single click. a) A. settings b) B. history c) C. connections d) D. IPs

history

24. _______ robots are those that are created to imitate the appearance or capabilities of humans. a) A. Biotech b) B. Humanoid c) C. Turing d) D. Intellectual

humanoid

17. What compiles customer information from a variety of sources and segments the information for different marketing campaigns? a) Campaign management system b) Crossselling c) Upselling d) List generator

list generator

18. _______ are files that record activities and events on a computer. a) A. Digital footprints b) B. Policies c) C. Logs d) D. Threads

logs

23. _______ involves the creation or manipulation of matter at the smallest possible scale. a) A. AI b) B. SEO c) C. Nanotechnology d) D. Biotechnology

nanotechnology

13. The term _______ refers to the set of online behaviors that are considered polite and proper. a) A. netiquette b) B. fair use c) C. acceptable use d) D. attribution

netiquette

29. A _______ is responsible for configuring and maintaining networks and communication systems. a) network administrator b) software engineer c) database administrator d) computer support specialist

network administrator

20. What targets sales opportunities by finding new customers or companies for future sales? a) Sales management system b) Contact management system c) Opportunity management system d) Sales force automation system

opportunity management system

17. Posting a message to a discussion forum that is completely off topic or appears to be promoting something may be considered _______ by the user community. a) A. cyberbullying b) B. flaming c) C. spam d) D. netiquette

spam

27. A _______ specializes in developing plans and recommendations that meet the software and system needs of an organization. a) A. network administrator b) B. systems analyst c) C. social media strategist d) D. computer support specialist

systems analyst

16. When using a discussion forum, placing your message in the correct _______ will maximize your chances of getting a reply. a) A. FAQ b) B. thread c) C. log d) D. domain

thread

15. _______ is the act of being annoying and antagonistic in online social interactions. a) A. Piracy b) B. Attribution c) C. Flaming d) D. Trolling

trolling

26. Which of the following is a popular test of a system's ability to think? a) A. Empathy test b) B. Turing test c) C. Benchmark d) D. PassMark

turing test

18. What is McDonald's performing when it asks its customers if they would like to supersize their meals? a) Campaign management b) Crossselling c) Upselling d) Downselling

upselling

21. What allows customers to use the web to find answers to their questions or solutions to their problems? a) Contact center b) Webbased selfservice c) Call scripting d) Website personalization

webbased self service

14. What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person? a) Operational CRM b) Analytical CRM c) Website personalization d) List generators CRM

website personalization

20. _______ is a global, online organization that offers whistleblowers an anonymous way of posting information and submitting evidence. a) A. OLPC b) B. DMCA c) C. MtGox d) D. WikiLeaks

wikileaks

25. ______ systems can include anything from sophisticated programs that answer questions to futuristic robots that can think and act like humans. a) A. AI b) B. Biotechnology c) C. Nanotechnology d) D. SEO

AI

33. Who are the primary users of ERP systems? a) Sales, marketing, customer service. b) Accounting, finance, logistics, and production. c) Customers, resellers, partners, suppliers, and distributors. d) All of these.

Accounting, finance, logistics, and production.

23. What is a back order? a) An unfilled customer order for a product that is out of stock. b) Bhe time it takes to manufacture a product and deliver it to the retailer. c) The agreed upon time between the purchase of a product and the delivery of the product. d) The frequency of inventory replacement.

An unfilled customer order for a product that is out of stock

27. What are robotics? 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) Artificial intelligence devices that can move and react to sensory input.

Artificial intelligence devices that can move and react to sensory input

23. What is predictive dialing? 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) All of these

Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent