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

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?

Accepted Answer

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

Answer

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?

Accepted Answer

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

Answer

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?

Accepted Answer

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

Answer

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?

Accepted Answer

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

Answer

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.

CRM - Software Practice Test

CRM - Software Practice Test

CRM CRM Customer Service and Support 2