CRM CRM Customer Service and Support 2 — Questions and Answers
Question 1: What is 'customer satisfaction score' (CSAT) in CRM service metrics?
- A rating customers provide after a support interaction measuring their satisfaction (Correct answer)
- An internal score assigned by managers to evaluate agent performance
- A financial metric comparing revenue per customer account
- A score generated by AI analyzing customer email sentiment
Correct answer: A rating customers provide after a support interaction measuring their satisfaction
CSAT is a customer-provided rating — typically 1-5 or a simple thumbs up/down — collected via post-interaction surveys to measure satisfaction with a support experience.
Question 2: What is 'Net Promoter Score' (NPS) and how is it used in CRM?
- A metric measuring customer loyalty by asking how likely they are to recommend the company (Correct answer)
- A score assigned to prospects based on their likelihood to convert to customers
- A performance rating calculated from sales rep activity data in the CRM
- A metric tracking the net number of new promotions applied to customer accounts
Correct answer: A metric measuring customer loyalty by asking how likely they are to recommend the company
NPS asks customers to rate 0-10 how likely they are to recommend the company; CRM systems track NPS scores per account to identify promoters, passives, and detractors.
Question 3: What is 'case routing' in CRM customer service automation?
- Automatically assigning incoming support cases to the right agent or team based on defined rules (Correct answer)
- Sending all support emails to a single shared inbox for manual assignment
- Archiving resolved cases to an external storage system
- Forwarding customer complaints directly to the sales team
Correct answer: Automatically assigning incoming support cases to the right agent or team based on defined rules
Case routing automation assigns new support cases to the appropriate agent or queue based on rules like issue type, customer tier, language, or agent skill set.
Question 4: What is a 'self-service portal' in CRM customer support?
- A customer-facing website where users can submit tickets, track cases, and search the knowledge base (Correct answer)
- An internal admin panel for CRM configuration by IT staff
- A reporting interface where customers view their purchase analytics
- A customer payment portal integrated with billing software
Correct answer: A customer-facing website where users can submit tickets, track cases, and search the knowledge base
A self-service portal lets customers log in to submit and track their own support cases, find knowledge base articles, and resolve common issues without agent involvement.
Question 5: What does 'average handle time' (AHT) measure in CRM call center analytics?
- The average total time an agent spends on a single support interaction including after-call work (Correct answer)
- The average number of cases handled by each agent per day
- The time it takes for a new case to be assigned after submission
- The average time customers wait in a phone queue before connecting to an agent
Correct answer: The average total time an agent spends on a single support interaction including after-call work
Average Handle Time measures the mean total time spent on each support interaction — including talk time, hold time, and after-call documentation — as an efficiency indicator.
Question 6: What is 'sentiment analysis' used for in CRM customer service?
- Automatically detecting the emotional tone of customer communications to prioritize responses (Correct answer)
- Analyzing sales rep satisfaction with the CRM platform
- Measuring customer interest in specific product features through surveys
- Tracking employee morale through internal HR feedback forms
Correct answer: Automatically detecting the emotional tone of customer communications to prioritize responses
Sentiment analysis uses AI to detect positive, neutral, or negative emotional tones in customer emails, chats, or reviews, helping teams prioritize frustrated customers or flag churn risks.
CRM CRM Customer Service and Support 2
What is 'customer satisfaction score' (CSAT) in CRM service metrics?