Question 1: Fill in the blanks by selecting one option from each menu.

Suppose you need to store and manipulate all data related to customers: names, addresses, items purchased, total purchases for the past year, invoices sent and invoices paid, and shipment records. Your best option for handling this kind of data is a -(databasespreadsheet)

A. Database

B. B. Spreadsheet

Question 2: In terms of customer service issues, which of the following is the least likely reason for using a robust CRM?

A A CRM can provide a more rapid response to queries and concerns by forwarding the query to the right department.

B A CRM can provide a company's marketing department with information needed to identify and target new customers.

C A CRM can optimize the information shared among departments, resulting in better management of existing accounts.

D A CRM can enable members of pertinent departments to have access to all the relevant information, enabling them to answer queries and resolve problems quickly and easily.

Question 3: True or false?Data warehousing and data mining mean the same thing when applied to CRM.

A True

B False

Question 4: An e-mail message to all the members of your department asks each person to reply to the sender with data on his or her recent sales figures. This is data that is normally not shared with others in the department. You accidentally hit the Reply All button instead of replying to just the sender. Which of the following best describes the data issue at play in this situation?

A Accidental data loss

B Accidental data leak

C Intentional data loss

D Intentional data leakage

Question 5: Fill in the blanks by selecting one option from each menu.

Alejandra is using a flash drive that a friend gave to her to copy some financial records from the company database so she can complete a department presentation at home. She does not realize that the flash drive is infected with a virus that enables a malicious hacker to take control of her computer. This is a potential --threatvulnerability to the confidentiality of the data in the files.

A. Threat

B. Vulnerability

Question 6: True or false? Tables are composed of fields, and fields are composed of records.

A True

B False

Question 7: Fill in the blanks by selecting one option from each menu.

Part 1:

Part 2:

Part 3:

Part 4:

Which of the following database functions allows the user to enter or modify data in the records? Select Yes or No for each option.

Data entry form

--YesNo

Query

--YesNo

Report

--YesNo

Wizard

--YesNo

Question 8: You accidentally leave your iPhone in the back of a cab on the way to a meeting. This iPhone is company-owned and contains links to the company's databases. The next day it is discovered that data from the database has been downloaded by someone who does not have authorization to access that data. Which threat best describes this database breach?

A Unauthorized access by insiders

B Unprotected personal hardware collection

C Theft of database backup tapes or hard drives

D Accidental breach resulting from incorrect (but not malicious) usage

Question 9: You make a phone call to your local electricity company with a question about your most recent bill. You are passed from department to department before finally getting to a representative who can address your concerns. Which of the following CRM components needs to be addressed in order to make your contact less time-consuming?

A Mining social media inputs

B Keeping valuable staff

C Privacy

D Cleaning up the data

Question 10: True or false? Whether the focus is acquisition, loyalty, retention, or service, a company's use of CRM results in greater profits for the company.

A True

B False

Question 11: Which of the following would be an example of a loss of record integrity within a database?

A A faculty member posts the full names and final grades on the main page of the class's website.

B Your bank statement is not reflecting a refund that you know was deposited in your account last week (your account balance does reflect the refund).

C Your online banking site tells you your password has expired and requests that you submit a new one to access your accounts.

D You are denied a new credit card because the credit card company checked your credit score and found that it did not meet its minimum standards for new accounts. Your credit report does not show any invalid records.

Question 12: Fill in the blanks by selecting one option from each menu.

Part 1:

Part 2:

Part 3:

Part 4:

Are the following examples of increasing brand awareness through groups or fans? Select Yes or No for each option.

Your instant messaging service attaches a message to the bottom of each message inviting the recipient to sign up for this same service provider.

--YesNo

You "Friend" or "Like" a page on your favorite social media page that advertises a product you approve.

--YesNo

Your friends on a social media site receive messages from you that encourages them to start watching a television series that premiered this past week.

--YesNo

When you sign on to your favorite social media website, a number of sponsored ads appear on your home page.

--YesNo

Question 13: True or false? Hacking accounts for the least number of all reported database breaches in 2013.

A True

B False

Question 14: True or false? Because you have made it a practice to never access the internet while your personal database is open, you can rest assured that your database would likely not be vulnerable to any compromises.

A True

B False

Question 15: Which database model is best used for data warehouses and data mining?

A Object-oriented

B Relational

C Hierarchical

D Multidimensional

Question 16: True or false? You are traveling and use the free Wi-Fi unsecured internet connection in your hotel room. You successfully connect to your company's database using proper encryption software and passwords and work on some data you need for your next client meeting. You have successfully safeguarded your own PII.

True

False