Question
A chain of retail stores uses software to manage telephone calls from customers. The system was recently upgraded. Customers interacted with the original system using their phone keypad. Customers interact with the upgraded system using their voice.
The upgraded system (but not the original system) stores all information from the calling session in a database for future reference. This includes the customer’s telephone number and any information provided by the customer (name, address, order number, credit card number, etc.).
The original system and the upgraded system are described in the following flowcharts. Each flowchart uses the following blocks.
Based on the flowcharts above, answer the following questions (you can highlight your answer).
**After each question give an explanation as to the rationale you used to come up with that response.
Which of the following is most likely to be a benefit of storing the information from each calling session in a database?
A. The company can analyze the calling session data and thereby make better business decisions.
B. The company can ensure that customer information is protected from misuse.
C. The company can reduce the costs associated with data storage.
D. The company can reduce its need for data compression.
Rationale for your answer: (why did you pick the answer you chose?)
Of the following potential benefits, which is LEAST likely to be provided by the upgraded system?
A. Human representatives will not be needed to respond to some inquiries.
B. The company will be able to provide a human representative for any incoming call.
C. Customers are likely to spend less time listening to information not relevant to their issue.
D. Customers will be unable to mistakenly select the incorrect department for their particular issue.
Rationale for your answer: (why did you pick the answer you chose?)
Which of the following is the most likely data privacy concern of the upgraded system?
A. Customers’ personal information could be compromised if an unauthorized individual gains access to
the call session database.
B. Storing information in the call session database makes it easy for individuals to trick the system using
malicious links.
C. The system design increases the chance that customers will unknowingly install malware on their
devices that will share their data with unauthorized individuals.
D. The system design makes it easy for unauthorized individuals to acquire customers’ private encryption
keys.
Rationale for your answer: (why did you pick the answer you chose?)
4) The upgraded system uses a directory containing additional information not supplied by the customer.
The directory is used to help direct calls effectively.
Which of the following is LEAST likely to be included in the directory?
A. A list of common issues and whether each issue requires a human representative
B. A list of common keywords or phrases and a corresponding issue for each keyword or phrase
C. A list of computers the company owns and the computers’ corresponding IP addresses
D. A list of human representatives and the corresponding department for each representative
Rationale for your answer: (why did you pick the answer you chose?)
5) To direct a call to the appropriate destination, which of the following input data is needed by the
upgraded system that was NOT needed by the original system?
Audio signal of the customer’s voice
The customer’s keypad selection
The customer’s phone number
A. I only
B. II only
C. I and III only
D. I, II, and III
Rationale for your answer: (why did you pick the answer you chose?)
A chain of retail stores uses software to manage telephone calls from customers. The system was recently upgraded. Customers interacted with the original system using their phone keypad. Customers interact with the upgraded system using their voice.
The upgraded system (but not the original system) stores all information from the calling session in a database for future reference. This includes the customer’s telephone number and any information provided by the customer (name, address, order number, credit card number, etc.).
The original system and the upgraded system are described in the following flowcharts. Each flowchart uses the following blocks.
Based on the flowcharts above, answer the following questions (you can highlight your answer).
**After each question give an explanation as to the rationale you used to come up with that response.
Which of the following is most likely to be a benefit of storing the information from each calling session in a database?
A. The company can analyze the calling session data and thereby make better business decisions.
B. The company can ensure that customer information is protected from misuse.
C. The company can reduce the costs associated with data storage.
D. The company can reduce its need for data compression.
Rationale for your answer: (why did you pick the answer you chose?)
Of the following potential benefits, which is LEAST likely to be provided by the upgraded system?
A. Human representatives will not be needed to respond to some inquiries.
B. The company will be able to provide a human representative for any incoming call.
C. Customers are likely to spend less time listening to information not relevant to their issue.
D. Customers will be unable to mistakenly select the incorrect department for their particular issue.
Rationale for your answer: (why did you pick the answer you chose?)
Which of the following is the most likely data privacy concern of the upgraded system?
A. Customers’ personal information could be compromised if an unauthorized individual gains access to
the call session database.
B. Storing information in the call session database makes it easy for individuals to trick the system using
malicious links.
C. The system design increases the chance that customers will unknowingly install malware on their
devices that will share their data with unauthorized individuals.
D. The system design makes it easy for unauthorized individuals to acquire customers’ private encryption
keys.
Rationale for your answer: (why did you pick the answer you chose?)
4) The upgraded system uses a directory containing additional information not supplied by the customer.
The directory is used to help direct calls effectively.
Which of the following is LEAST likely to be included in the directory?
A. A list of common issues and whether each issue requires a human representative
B. A list of common keywords or phrases and a corresponding issue for each keyword or phrase
C. A list of computers the company owns and the computers’ corresponding IP addresses
D. A list of human representatives and the corresponding department for each representative
Rationale for your answer: (why did you pick the answer you chose?)
5) To direct a call to the appropriate destination, which of the following input data is needed by the
upgraded system that was NOT needed by the original system?
Audio signal of the customer’s voice
The customer’s keypad selection
The customer’s phone number
A. I only
B. II only
C. I and III only
D. I, II, and III
Rationale for your answer: (why did you pick the answer you chose?)
The upgraded system (but not the original system) stores all information from the calling session in a database for future reference. This includes the customer’s telephone number and any information provided by the customer (name, address, order number, credit card number, etc.).
The original system and the upgraded system are described in the following flowcharts. Each flowchart uses the following blocks.
Based on the flowcharts above, answer the following questions (you can highlight your answer).
**After each question give an explanation as to the rationale you used to come up with that response.
Which of the following is most likely to be a benefit of storing the information from each calling session in a database?
A. The company can analyze the calling session data and thereby make better business decisions.
B. The company can ensure that customer information is protected from misuse.
C. The company can reduce the costs associated with data storage.
D. The company can reduce its need for data compression.
Rationale for your answer: (why did you pick the answer you chose?)
Of the following potential benefits, which is LEAST likely to be provided by the upgraded system?
A. Human representatives will not be needed to respond to some inquiries.
B. The company will be able to provide a human representative for any incoming call.
C. Customers are likely to spend less time listening to information not relevant to their issue.
D. Customers will be unable to mistakenly select the incorrect department for their particular issue.
Rationale for your answer: (why did you pick the answer you chose?)
Which of the following is the most likely data privacy concern of the upgraded system?
A. Customers’ personal information could be compromised if an unauthorized individual gains access to
the call session database.
B. Storing information in the call session database makes it easy for individuals to trick the system using
malicious links.
C. The system design increases the chance that customers will unknowingly install malware on their
devices that will share their data with unauthorized individuals.
D. The system design makes it easy for unauthorized individuals to acquire customers’ private encryption
keys.
Rationale for your answer: (why did you pick the answer you chose?)
4) The upgraded system uses a directory containing additional information not supplied by the customer.
The directory is used to help direct calls effectively.
Which of the following is LEAST likely to be included in the directory?
A. A list of common issues and whether each issue requires a human representative
B. A list of common keywords or phrases and a corresponding issue for each keyword or phrase
C. A list of computers the company owns and the computers’ corresponding IP addresses
D. A list of human representatives and the corresponding department for each representative
Rationale for your answer: (why did you pick the answer you chose?)
5) To direct a call to the appropriate destination, which of the following input data is needed by the
upgraded system that was NOT needed by the original system?
Audio signal of the customer’s voice
The customer’s keypad selection
The customer’s phone number
A. I only
B. II only
C. I and III only
D. I, II, and III
Rationale for your answer: (why did you pick the answer you chose?)
A chain of retail stores uses software to manage telephone calls from customers. The system was recently upgraded. Customers interacted with the original system using their phone keypad. Customers interact with the upgraded system using their voice.
The upgraded system (but not the original system) stores all information from the calling session in a database for future reference. This includes the customer’s telephone number and any information provided by the customer (name, address, order number, credit card number, etc.).
The original system and the upgraded system are described in the following flowcharts. Each flowchart uses the following blocks.
Based on the flowcharts above, answer the following questions (you can highlight your answer).
**After each question give an explanation as to the rationale you used to come up with that response.
Which of the following is most likely to be a benefit of storing the information from each calling session in a database?
A. The company can analyze the calling session data and thereby make better business decisions.
B. The company can ensure that customer information is protected from misuse.
C. The company can reduce the costs associated with data storage.
D. The company can reduce its need for data compression.
Rationale for your answer: (why did you pick the answer you chose?)
Of the following potential benefits, which is LEAST likely to be provided by the upgraded system?
A. Human representatives will not be needed to respond to some inquiries.
B. The company will be able to provide a human representative for any incoming call.
C. Customers are likely to spend less time listening to information not relevant to their issue.
D. Customers will be unable to mistakenly select the incorrect department for their particular issue.
Rationale for your answer: (why did you pick the answer you chose?)
Which of the following is the most likely data privacy concern of the upgraded system?
A. Customers’ personal information could be compromised if an unauthorized individual gains access to
the call session database.
B. Storing information in the call session database makes it easy for individuals to trick the system using
malicious links.
C. The system design increases the chance that customers will unknowingly install malware on their
devices that will share their data with unauthorized individuals.
D. The system design makes it easy for unauthorized individuals to acquire customers’ private encryption
keys.
Rationale for your answer: (why did you pick the answer you chose?)
4) The upgraded system uses a directory containing additional information not supplied by the customer.
The directory is used to help direct calls effectively.
Which of the following is LEAST likely to be included in the directory?
A. A list of common issues and whether each issue requires a human representative
B. A list of common keywords or phrases and a corresponding issue for each keyword or phrase
C. A list of computers the company owns and the computers’ corresponding IP addresses
D. A list of human representatives and the corresponding department for each representative
Rationale for your answer: (why did you pick the answer you chose?)
5) To direct a call to the appropriate destination, which of the following input data is needed by the
upgraded system that was NOT needed by the original system?
Audio signal of the customer’s voice
The customer’s keypad selection
The customer’s phone number
A. I only
B. II only
C. I and III only
D. I, II, and III
Rationale for your answer: (why did you pick the answer you chose?)
Answers
Answered by
GPT-4o mini
### Question 1
**Which of the following is most likely to be a benefit of storing the information from each calling session in a database?**
- **A. The company can analyze the calling session data and thereby make better business decisions.**
**Rationale for your answer:**
I selected option A because storing information allows the company to analyze customer interactions and gather insights on trends, preferences, and common issues. This data can lead to better business decisions, such as improving customer service processes and tailoring product offerings to meet customer needs. Options B, C, and D do not directly relate to the primary benefit of storing session data for analysis and decision-making.
---
### Question 2
**Of the following potential benefits, which is LEAST likely to be provided by the upgraded system?**
- **B. The company will be able to provide a human representative for any incoming call.**
**Rationale for your answer:**
I chose option B because the upgraded system, which uses voice interaction, is designed to handle many inquiries without human representatives, thus potentially reducing the need for human input for certain queries. While it may still provide human representatives for complex issues, it is contradictory to suggest that the system ensures a human will be available for every call. Options A, C, and D suggest actual improvements in efficiency and customer experience that are more directly associated with the upgraded system.
---
### Question 3
**Which of the following is the most likely data privacy concern of the upgraded system?**
- **A. Customers’ personal information could be compromised if an unauthorized individual gains access to the call session database.**
**Rationale for your answer:**
I selected option A as it directly addresses a significant risk associated with storing sensitive customer data. If unauthorized access occurs, personal information such as credit card numbers and addresses could be compromised, leading to identity theft or fraud. Options B, C, and D relate to different types of vulnerabilities that are less relevant to the context of data privacy as it pertains to stored customer information.
---
### Question 4
**Which of the following is LEAST likely to be included in the directory?**
- **C. A list of computers the company owns and the computers’ corresponding IP addresses.**
**Rationale for your answer:**
I chose option C because the directory's purpose is to aid in call direction rather than technical network components like computer IP addresses. The other options are directly relevant to processing customer calls and managing representative allocations, making them more pertinent to the upgraded system's functionality.
---
### Question 5
**To direct a call to the appropriate destination, which of the following input data is needed by the upgraded system that was NOT needed by the original system?**
- **A. I only (Audio signal of the customer’s voice)**
**Rationale for your answer:**
I selected option A because the original system relied on keypad input for navigation, while the upgraded system utilizes voice recognition, requiring an audio signal for processing. The customer’s keypad selection (option II) was used in the original system, and the customer’s phone number (option III) was also collected by both systems. Thus, only the audio signal is a new requirement for the upgraded system.
**Which of the following is most likely to be a benefit of storing the information from each calling session in a database?**
- **A. The company can analyze the calling session data and thereby make better business decisions.**
**Rationale for your answer:**
I selected option A because storing information allows the company to analyze customer interactions and gather insights on trends, preferences, and common issues. This data can lead to better business decisions, such as improving customer service processes and tailoring product offerings to meet customer needs. Options B, C, and D do not directly relate to the primary benefit of storing session data for analysis and decision-making.
---
### Question 2
**Of the following potential benefits, which is LEAST likely to be provided by the upgraded system?**
- **B. The company will be able to provide a human representative for any incoming call.**
**Rationale for your answer:**
I chose option B because the upgraded system, which uses voice interaction, is designed to handle many inquiries without human representatives, thus potentially reducing the need for human input for certain queries. While it may still provide human representatives for complex issues, it is contradictory to suggest that the system ensures a human will be available for every call. Options A, C, and D suggest actual improvements in efficiency and customer experience that are more directly associated with the upgraded system.
---
### Question 3
**Which of the following is the most likely data privacy concern of the upgraded system?**
- **A. Customers’ personal information could be compromised if an unauthorized individual gains access to the call session database.**
**Rationale for your answer:**
I selected option A as it directly addresses a significant risk associated with storing sensitive customer data. If unauthorized access occurs, personal information such as credit card numbers and addresses could be compromised, leading to identity theft or fraud. Options B, C, and D relate to different types of vulnerabilities that are less relevant to the context of data privacy as it pertains to stored customer information.
---
### Question 4
**Which of the following is LEAST likely to be included in the directory?**
- **C. A list of computers the company owns and the computers’ corresponding IP addresses.**
**Rationale for your answer:**
I chose option C because the directory's purpose is to aid in call direction rather than technical network components like computer IP addresses. The other options are directly relevant to processing customer calls and managing representative allocations, making them more pertinent to the upgraded system's functionality.
---
### Question 5
**To direct a call to the appropriate destination, which of the following input data is needed by the upgraded system that was NOT needed by the original system?**
- **A. I only (Audio signal of the customer’s voice)**
**Rationale for your answer:**
I selected option A because the original system relied on keypad input for navigation, while the upgraded system utilizes voice recognition, requiring an audio signal for processing. The customer’s keypad selection (option II) was used in the original system, and the customer’s phone number (option III) was also collected by both systems. Thus, only the audio signal is a new requirement for the upgraded system.