13. Besides using traditional password to authenticate, other technology to authenticate the user includes: a. biometric b. thumb impression c. facial recognition d. all of the above 14. Service metrics in CRM application includes: a. Average time to resolve customer issue as measured in the tool. b. Number of cases closed each day c. customer retention rate d. all of the above 15. Analytical CRM helps retail websites like Wal-Mart by a tracking customer behavior and offer more of what they want b. tracing inactive customers and offer discount coupons to re-engage them c. a and b d. none 16. An organization's IT security program includes: a. Secure the locations of IT infrastructure with controlled access b. displaying sensitive data in insecure area c. allowing third party vendors to keep sensitive data d. All of the above 17. is the device that facilitates the receipt and transfer of messages between two devices connected in a Local Area Network (LAN). a. Router b. Hub c. Switch d Fiber Optics cable