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C954 WGU 2026\2027 QUESTIONS AND
ANSWERS.
1. A company has tasked the IT manager with installing
communication e-business tools.
Which unified communication component will provide real-time
responses?
A. Email
B. Webinar
C. Instant messaging
D. Podcasting CORRECT ANSWER - C. Instant messaging
2. A company needs to manage the creation, storage, editing,
and publication of its website content. It needs a tool that
includes web-based publishing, search, navigation, and
indexing to organize information. Which tool should the
company use?
A. Customer relationship management
B. Enterprise resource planning
C. IT incident management
D. Content management system CORRECT ANSWER - D.
Content management system
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3. Which software allows a company to track its end users'
shopping and buying behaviors to help increase loyalty,
retention, and profits?
A. Customer relationship management
B. Content management system
C. Enterprise resource planning
D. Suite ticketing CORRECT ANSWER - A. Customer
relationship management
4. A marketing department has a goal to increase customer
satisfaction.
Which two primary operational customer relationship
management (CRM) technologies can help achieve this goal?
Choose 2 answers.
A. List generator
B. Cross-selling or upselling
C. Uplift modeling
D. Data mining CORRECT ANSWER - A. List generator B.
Cross-selling or upselling
5. What is used in IT to identify and analyze daily business
activities such as payroll?
A. Executive information systems
B. Managerial support systems
C. Transaction processing systems
D. Decision support systems CORRECT ANSWER - C.
Transaction processing systems
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6. A company wants to bring production closer to customers,
eliminating steps in the supply chain by using inexpensive
types of hardware business tools.
Which item best promotes mass customization, small
production batches, and consumable inventory and also allows
customer feedback?
A. RFID tags
B. Drones
C. Robotics
D. 3D printers CORRECT ANSWER - D. 3D printers
7. What are two core components of enterprise resource planning
(ERP)??Choose 2 answers.
A. Accounting
B. Business intelligence
C. Finance
D. Customer relationship management CORRECT ANSWER -
A. Accounting C. Finance
8. What are two extended enterprise resource planning (ERP)
components???Choose 2 answers.
A. Accounting
B. Business intelligence
C. Finance
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D. Customer relationship management CORRECT ANSWER -
B. Business intelligence
E. Customer relationship management
9. What is a function of analytical customer relationship
management (CRM)?
A. It supports back-office operations and strategic analysis, and
it includes all systems that do not deal directly with the
customers.
B. It is used to create list generators, manage campaigns, and
aid in cross-selling and upselling.
C. It supports traditional transactional processing for day-to-day
front-office operations or systems that deal directly with the
customers.
D. It connects disparate systems. CORRECT ANSWER - A. It
supports back-office operations and strategic analysis, and it
includes all systems that do not deal directly with the
customers.
10. Organizations are discovering a wave of other key business
areas where it is beneficial to take advantage of building strong
relationships.
Which emerging areas in customer relationship management
(CRM) include other relationship management tools?
A. Supplier relationship management (SRM), partner relationship
management (PRM), and employee relationship management
(ERM)
C954 WGU 2026\2027 QUESTIONS AND
ANSWERS.
1. A company has tasked the IT manager with installing
communication e-business tools.
Which unified communication component will provide real-time
responses?
A. Email
B. Webinar
C. Instant messaging
D. Podcasting CORRECT ANSWER - C. Instant messaging
2. A company needs to manage the creation, storage, editing,
and publication of its website content. It needs a tool that
includes web-based publishing, search, navigation, and
indexing to organize information. Which tool should the
company use?
A. Customer relationship management
B. Enterprise resource planning
C. IT incident management
D. Content management system CORRECT ANSWER - D.
Content management system
, Page | 2
3. Which software allows a company to track its end users'
shopping and buying behaviors to help increase loyalty,
retention, and profits?
A. Customer relationship management
B. Content management system
C. Enterprise resource planning
D. Suite ticketing CORRECT ANSWER - A. Customer
relationship management
4. A marketing department has a goal to increase customer
satisfaction.
Which two primary operational customer relationship
management (CRM) technologies can help achieve this goal?
Choose 2 answers.
A. List generator
B. Cross-selling or upselling
C. Uplift modeling
D. Data mining CORRECT ANSWER - A. List generator B.
Cross-selling or upselling
5. What is used in IT to identify and analyze daily business
activities such as payroll?
A. Executive information systems
B. Managerial support systems
C. Transaction processing systems
D. Decision support systems CORRECT ANSWER - C.
Transaction processing systems
, Page | 3
6. A company wants to bring production closer to customers,
eliminating steps in the supply chain by using inexpensive
types of hardware business tools.
Which item best promotes mass customization, small
production batches, and consumable inventory and also allows
customer feedback?
A. RFID tags
B. Drones
C. Robotics
D. 3D printers CORRECT ANSWER - D. 3D printers
7. What are two core components of enterprise resource planning
(ERP)??Choose 2 answers.
A. Accounting
B. Business intelligence
C. Finance
D. Customer relationship management CORRECT ANSWER -
A. Accounting C. Finance
8. What are two extended enterprise resource planning (ERP)
components???Choose 2 answers.
A. Accounting
B. Business intelligence
C. Finance
, Page | 4
D. Customer relationship management CORRECT ANSWER -
B. Business intelligence
E. Customer relationship management
9. What is a function of analytical customer relationship
management (CRM)?
A. It supports back-office operations and strategic analysis, and
it includes all systems that do not deal directly with the
customers.
B. It is used to create list generators, manage campaigns, and
aid in cross-selling and upselling.
C. It supports traditional transactional processing for day-to-day
front-office operations or systems that deal directly with the
customers.
D. It connects disparate systems. CORRECT ANSWER - A. It
supports back-office operations and strategic analysis, and it
includes all systems that do not deal directly with the
customers.
10. Organizations are discovering a wave of other key business
areas where it is beneficial to take advantage of building strong
relationships.
Which emerging areas in customer relationship management
(CRM) include other relationship management tools?
A. Supplier relationship management (SRM), partner relationship
management (PRM), and employee relationship management
(ERM)
