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Author Question: Because they collect and organize consumer data and make it easier to share it, CRM systems have ... (Read 51 times)

vinney12

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on: Jul 7, 2018
Because they collect and organize consumer data and make it easier to share it, CRM systems have come under fire for ________ and ethical violations.
 
  A) security
  B) information
  C) privacy
  D) business

Question 2

Describe the three tiers of the typical support process.
 
  What will be an ideal response?


cadimas

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Reply #1 on: Jul 7, 2018
Answer to Question 1

C

Answer to Question 2

The first tier is the Help Desk or Call Center. This group is on the front line and helps to diagnose the severity of the problem. They will handle straight-forward problems such as users having trouble with their passwords or navigating the new system. If they can't handle the problem, it will be escalated to Tier 2 support. This is where the subject matter experts are used. They will usually handle questions about process integration and data flow in the new system. If the tier 2 SMEs can't handle the issue, it is escalated to Tier 3 support which may be a combination of technical staff with vendor support staff. These problems may require considerable research and patching to fix.


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