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WGU Information-Technology-Management Exam Questions
WGU Information Technology Management QGC2 (Page 6 )

Updated On: 27-Feb-2026
Page 6 of 43
PDF with 210 Questions

Which information system facilitates the sharing of data between the human resources and purchasing department in the same corporation?

  1. Executive support (ES)
  2. Geographic information system (GIS)
  3. Enterprise resource planning (ERP)
  4. Customer relationship management (CRM)

Answer(s): C

Explanation:

Definition of ERP Systems:

ERP systems facilitate data sharing and process integration across multiple departments within an organization, such as HR and purchasing.

These systems improve coordination and decision-making by maintaining a single source of truth.

Example of ERP Usage:

If the HR department needs to coordinate with the purchasing team for new employee resources,

ERP ensures both have access to relevant information like budgets and procurement requirements.

Incorrect Options Analysis:

A . Executive Support (ES): Caters to strategic decision-making, not operational collaboration.

B . Geographic Information System (GIS): Deals with spatial and geographical data, not departmental coordination.

D . Customer Relationship Management (CRM): Manages customer interactions, not internal department processes.

and Documents of Information Technology Management:

"ERP for Organizational Efficiency" (Forrester Research).

ITIL 4 Foundation: Enterprise Systems Overview (Axelos).



Which system serves as an organization's backbone in providing fundamental decision-making support?

  1. Enterprise resource planning (ERP)
  2. Supply change management (SCM)
  3. Unified communications (UC)
  4. Customer relationship management (CRM)

Answer(s): A

Explanation:

ERP as an Organizational Backbone:

ERP provides a centralized platform for integrating and automating core business functions.

It supports decision-making by delivering comprehensive, real-time data insights to managers and stakeholders.

Key Role of ERP in Decision Support:

ERP systems enhance data consistency, accuracy, and availability, enabling informed decision-making at all levels of the organization.

Incorrect Options Analysis:

B . Supply Chain Management (SCM): Focuses on supply chain optimization, not overall decision support.

C . Unified Communications (UC): Enhances communication, not decision-making processes.

D . Customer Relationship Management (CRM): Targets customer interaction, not overarching business operations.

and Documents of Information Technology Management:

"ERP as the Backbone of Decision Support" (Harvard Business Review).

ITIL Service Management Guides: ERP Best Practices (Axelos).



An inventory manager is using a company's customer relationship management (CRM) system to determine how much inventory to pre-order for an upcoming sales promotion.

Which phase of CRM does this describe?

  1. Predicting
  2. Defining
  3. Reporting
  4. Analyzing

Answer(s): A

Explanation:

Understanding CRM Phases:

CRM systems encompass phases such as reporting, analyzing, and predicting to support business operations and decision-making.

The predicting phase uses historical data to forecast future trends, behaviors, or requirements.

Application in the Scenario:

The inventory manager is using CRM data to forecast how much inventory to pre-order for a sales promotion, aligning with the predicting phase.

This involves evaluating past sales trends and customer behaviors to anticipate demand.

Why Other Options Are Incorrect:

Option B (Defining): This phase does not exist in CRM processes.

Option C (Reporting): Reporting provides data summaries but does not forecast future needs.

Option D (Analyzing): Analyzing focuses on identifying patterns but stops short of prediction.

CRM Process Phases ­ Gartner

"Predictive Analytics in CRM" ­ Salesforce



A manager asks a team member to identify the top five customers by total dollars spent on the company's services in the past calendar year.
Which phase of the customer relationship management (CRM) system does this represent?

  1. Distributing
  2. Analyzing
  3. Predicting
  4. Reporting

Answer(s): D

Explanation:

Understanding Reporting in CRM:

The reporting phase of CRM involves extracting data to generate summaries and insights.

Reports help in understanding customer activities, such as identifying top customers based on spending.

Application in the Scenario:

The manager requests a report listing the top five customers by total spending, a classic example of CRM reporting.

Why Other Options Are Incorrect:

Option A (Distributing): Distributing is not a CRM phase.

Option B (Analyzing): Analyzing involves identifying trends or patterns, not generating a simple report.

Option C (Predicting): Predicting is forward-looking and does not match the scenario of reviewing past data.

CRM Reporting Capabilities Overview ­ Forrester

Reporting vs Analysis in CRM Systems ­ HubSpot



Which operational customer relationship management (CRM) technology maintains customer data and identifies prospective customers for future sales?

  1. Cross-selling
  2. Campaign management
  3. Call scripting
  4. Contact management

Answer(s): D

Explanation:

Operational CRM Overview:

Operational CRM technologies support day-to-day customer interactions and data management.

Contact management is the specific technology used to store customer information, track interactions, and manage future sales opportunities.

Application in the Scenario:

Maintaining customer data and identifying prospective customers for future sales are core functions of contact management systems in CRM.

Why Other Options Are Incorrect:

Option A (Cross-selling): Cross-selling is a sales strategy, not a CRM technology.

Option B (Campaign management): Campaign management focuses on organizing marketing campaigns.

Option C (Call scripting): Call scripting aids in customer interactions but does not manage customer data.

Operational CRM Tools Overview ­ Zoho CRM

Contact Management Best Practices ­ Salesforce






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