Practice Test Geeks(CCRM) Certified Client Relationship Manager Practice Test
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CRM Technology Flashcards

7 cards from real CCRM practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 CRM Technology flashcards as text

  1. What is the primary benefit of integrating a CRM with a telephony system (CTI)?

    Answer: It displays the caller's CRM record automatically when a call comes in and logs call details

    Computer Telephony Integration (CTI) enables screen-pop functionality, automatically surfacing the caller's CRM record and logging call duration and notes.

  2. Which CRM module is most commonly used by customer service teams to track and resolve customer issues?

    Answer: Case/ticket management module

    The case or ticket management module lets service agents log, track, escalate, and resolve customer issues with full interaction history.

  3. What does 'API-first CRM' mean in a technology context?

    Answer: The CRM is built with robust APIs so it can easily integrate with other business tools and platforms

    An API-first CRM is architected so that all features are accessible via APIs, making integration with third-party tools seamless and scalable.

  4. A CRM dashboard shows 'average deal size' trending downward over six months. What is the most appropriate first step?

    Answer: Analyze which deal stages or rep segments are contributing to smaller deal sizes to identify root cause

    Drilling into the data by segment or stage helps identify whether the trend is due to discounting practices, product mix shifts, or specific rep behaviors.

  5. What is 'role-based access control' (RBAC) in a CRM system?

    Answer: A security model that grants CRM access and data visibility based on a user's job role

    RBAC restricts or grants CRM functionality and data visibility based on predefined roles, ensuring users only see and edit what their position requires.

  6. In CRM terminology, what is a 'touchpoint'?

    Answer: Any interaction or point of contact between the customer and the company

    A touchpoint is any instance of customer-company interaction—whether an email, call, website visit, or in-person meeting—recorded and tracked in the CRM.

  7. Which approach best describes 'omnichannel CRM' strategy?

    Answer: Providing a seamless, consistent customer experience across all channels with unified data

    Omnichannel CRM ensures that customer data and context are shared across all channels—phone, email, chat, social—so every interaction is informed and consistent.