Question 1

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

10 points
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 (database
spreadsheet)
Database
B. Spreadsheet
Answer : Database

Question 2
Select one answer.
10 points
In terms of customer service issues, which of the following is
the least likely reason for using a robust CRM?
A CRM can provide a more rapid response to queries and
concerns by forwarding the query to the right department.
A CRM can provide a company's marketing department with
information needed to identify and target new customers.
A CRM can optimize the information shared among
departments, resulting in better management of existing
accounts.
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.
Answer : A CRM can provide a company's marketing department
with information needed to identify and target new customers.

Question 3
Select one answer.
10 points
True or false? Data warehousing and data mining mean the same
thing when applied to CRM.
 True
False
Answer : False

Question 4
Select one answer.
10 points
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?
Accidental data loss
Accidental data leak
Intentional data loss
Intentional data leakage
Answer : Accidental data leak

Question 5
Fill in the blanks by selecting one option from each menu.
10 points
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.
Threat
Vulnerability
Answer : Threat

Question 6
Select one answer.
10 points
True or false? Tables are composed of fields, and fields are
composed of records.
True
False
Answer : False (Collection of fields are called as records)

Question 7
Fill in the blanks by selecting one option from each menu.
Part 1: 10 points
Part 2: 10 points
Part 3: 10 points
Part 4: 10 points
40 points
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 Answer - Yes
--YesNo
Query Answer - Yes
--YesNo
Report Answer - No
--YesNo
Wizard Answer - No
--YesNo

Question 8
Select one answer.
10 points
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?
Unauthorized access by insiders
Unprotected personal hardware collection
Theft of database backup tapes or hard drives
Accidental breach resulting from incorrect (but not malicious)
usage
 Answer : Accidental breach resulting from incorrect (but not
malicious) usage

Question 9
Select one answer.
10 points
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?
Mining social media inputs
Keeping valuable staff
Privacy
Cleaning up the data
Answer : Privacy

Question 10
Select one answer.
10 points
True or false? Whether the focus is acquisition, loyalty, retention,
or service, a companys use of CRM results in greater profits for
the company.
True
False
Answer : True

Question 11
Select one answer.
10 points
Which of the following would be an example of a loss of record
integrity within a database?
A faculty member posts the full names and final grades on the
main page of the class's website.
 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).
Your online banking site tells you your password has expired
and requests that you submit a new one to access your
accounts.
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.

Answer : 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).

Question 12
Fill in the blanks by selecting one option from each menu.
Part 1: 10 points
Part 2: 10 points
Part 3: 10 points
Part 4: 10 points
40 points
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. Answer: Yes
--YesNo
You "Friend" or "Like" a page on your favorite social media page
that advertises a product you approve. Answer: Yes
--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. Answer : Yes
--YesNo
When you sign on to your favorite social media website, a number
of sponsored ads appear on your home page. Answer : No
--YesNo

Question 13
Select one answer.
10 points
True or false? Hacking accounts for the least number of all
reported database breaches in 2013.
True
False
Answer : False

Question 14
Select one answer.
10 points
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.
True
False
Answer : False

Question 15
Select one answer.
10 points
Which database model is best used for data warehouses and data
mining?
Object-oriented
Relational
Hierarchical
Multidimensional
Answer : Multidimensional

Question 16
Select one answer.
10 points
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
Answer : True