Information-Technology-Management Exam Dumps - WGU Information Technology Management QGC2

Comprehensive and Detailed Explanation From Exact Extract:

A CRM system facilitates collaboration among sales, marketing, and customer service teams by acting as a centralized platform where customer-related information is stored, updated, and shared. This centralized sharing platform allows all teams to:

Access the same up-to-date customer profiles, interaction history, and preferences

See previous communications, issues, and opportunities related to each customer

Coordinate activities (such as campaigns, sales follow-ups, and support cases) based on a unified view of the customer

Avoid duplicated efforts and conflicting messages

By providing this shared environment, CRM ensures that each team’s actions are informed by the same data, improving coordination and the overall customer experience.

Option A (Managing campaign workflow approvals) is a specific marketing process, not the broader cross-team collaboration capability.

Option B (Assigning shared customer tasks) can be a useful function, but it is one feature inside the broader concept of collaborating via a centralized platform.

Option C (Tracking internal communication metrics) focuses on measurement rather than enabling day-to-day collaboration around customer information.

Therefore, the way a CRM system most directly facilitates collaboration among sales, marketing, and customer service is by providing a centralized sharing platform for customer data and interactions.

Comprehensive and Detailed Explanation From Exact Extract:

In operations and supply chain management, unnecessary movement of people, materials, and equipment is classified as a form of waste. Reducing this movement improves both efficiency and safety:

Fewer material and equipment moves mean less time lost in transportation and handling.

Shorter and clearer paths reduce the chance of collisions, accidents, or injuries, improving workplace safety.

Streamlined flow supports faster throughput, fewer bottlenecks, and more predictable operations.

This aligns with process and layout design principles that seek to minimize motion and transport to improve operational performance.

Why the other options are incorrect:

B. It reduces the need to train employees in multiple roles.Cross-training is related to staffing strategy, not directly to physical movement reduction.

C. It allows for more variation in workflow paths.Good process design usually aims for less variation, not more, to improve control and predictability.

D. It enables greater flexibility in resource allocation.Flexibility can be influenced by many factors; reducing movement mainly targets efficiency and safety, not directly resource allocation flexibility.

Embedded operating systems are lightweight operating systems designed for specialized hardware with specific functions. These are often Linux-based and optimized for devices such as point-of-sale (POS) systems, industrial controllers, smart appliances, and medical devices. They provide stability, security, and resource efficiency in environments where the device is dedicated to one or a few specialized tasks.

Option A: Refers to general-purpose desktop OS (e.g., Windows, macOS), not specialized.

Option B: Refers to Chrome OS, which is designed for laptops and cloud computing.

Option D: Refers to mobile OS (Android/iOS), focused on consumer use, not industrial or specialized embedded devices.

Thus, the correct answer is a Linux-based embedded operating system.

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.

References and Documents of Information Technology Management:

"ERP for Organizational Efficiency" (Forrester Research).

ITIL 4 Foundation: Enterprise Systems Overview (Axelos).

In a bus topology, all devices share a single central cable (backbone). If this cable fails, the entire network becomes inoperable. This topology is simple and cost-effective but lacks redundancy.

IT sustainability focuses on reducing environmental impact and promoting energy efficiency in technology use. This is achieved through measures such as:

Using energy-efficient hardware

Implementing green data center practices

Adjusting power management settings

Extending equipment life cycles where possible

These practices lower energy consumption, reduce waste, and support corporate social responsibility goals.

Option B: Incorrect—frequent replacement of devices increases e-waste and is not sustainable.

Option C: Incorrect—expanding data centers generally increases environmental footprint.

Option D: Incorrect—using high-performance hardware for all tasks wastes energy when simpler systems would suffice.

Therefore, IT sustainability is improved by using efficient hardware and power settings.

Comprehensive and Detailed Explanation From Exact Extract:

In a customer relationship management (CRM) system, workflow automation is the feature that handles digitalized customer support processes, including ticket creation, routing, escalation, and status updates. It automates repetitive service tasks based on predefined business rules.

Key points about workflow automation in CRM:

Automatically routes support tickets to the appropriate agent, team, or queue based on category, priority, or customer type.

Triggers escalation rules when tickets remain unresolved beyond a set time or when the issue severity is high.

Sends notifications and alerts to agents, supervisors, and sometimes customers.

Ensures that support processes are consistent, trackable, and efficient.

Why the other options are incorrect:

B. Response queue analytics – This focuses on measuring and analyzing queue performance (like response times and backlog), not actually routing or escalating tickets.

C. Channel preference management – This manages or records which communication channels (email, chat, phone, social media) a customer prefers. It does not handle ticket routing or escalation workflows.

D. Interaction history management – This stores and organizes past interactions (emails, calls, chats) but does not automate support processes.

Therefore, the CRM feature that includes digitalized processes such as ticket routing and escalation is workflow automation.

Authentication is the process of validating a user’s identity before granting access to a system or resource. Examples include passwords, biometrics, and multifactor authentication.

Option A (Confidentiality): Ensures data is only accessible to authorized users, not the identity check itself.

Option B (Authorization): Occurs after authentication, determining what resources a verified user may access.

Option C (Accounting): Tracks user activity for auditing purposes.

Thus, the step that validates identity is Authentication.