CRM CRM Customer Service and Support 2

Question 1

What is 'customer satisfaction score' (CSAT) in CRM service metrics?

Accepted Answer

A rating customers provide after a support interaction measuring their satisfaction

Answer

An internal score assigned by managers to evaluate agent performance

Answer

A financial metric comparing revenue per customer account

Answer

A score generated by AI analyzing customer email sentiment

Question 2

What is 'Net Promoter Score' (NPS) and how is it used in CRM?

Accepted Answer

A metric measuring customer loyalty by asking how likely they are to recommend the company

Answer

A score assigned to prospects based on their likelihood to convert to customers

Answer

A performance rating calculated from sales rep activity data in the CRM

Answer

A metric tracking the net number of new promotions applied to customer accounts

Question 3

What is 'case routing' in CRM customer service automation?

Accepted Answer

Automatically assigning incoming support cases to the right agent or team based on defined rules

Answer

Sending all support emails to a single shared inbox for manual assignment

Answer

Archiving resolved cases to an external storage system

Answer

Forwarding customer complaints directly to the sales team

Question 4

What is a 'self-service portal' in CRM customer support?

Accepted Answer

A customer-facing website where users can submit tickets, track cases, and search the knowledge base

Answer

An internal admin panel for CRM configuration by IT staff

Answer

A reporting interface where customers view their purchase analytics

Answer

A customer payment portal integrated with billing software

Question 5

What does 'average handle time' (AHT) measure in CRM call center analytics?

Accepted Answer

The average total time an agent spends on a single support interaction including after-call work

Answer

The average number of cases handled by each agent per day

Answer

The time it takes for a new case to be assigned after submission

Answer

The average time customers wait in a phone queue before connecting to an agent

Question 6

What is 'sentiment analysis' used for in CRM customer service?

Accepted Answer

Automatically detecting the emotional tone of customer communications to prioritize responses

Answer

Analyzing sales rep satisfaction with the CRM platform

Answer

Measuring customer interest in specific product features through surveys

Answer

Tracking employee morale through internal HR feedback forms