CRM CRM Customer Service and Support 3

Question 1

What is 'proactive customer service' in CRM strategy?

Accepted Answer

Reaching out to customers before they experience a problem or contact support

Answer

Responding to customer complaints within 24 hours of receipt

Answer

Offering discounts to customers who submit negative reviews

Answer

Automatically closing cases after 30 days without customer response

Question 2

What is 'customer segmentation' in CRM and how does it benefit service teams?

Accepted Answer

Grouping customers by shared attributes to deliver tailored service experiences

Answer

Dividing the CRM database into multiple backup partitions

Answer

Assigning service cases to agents based on alphabetical customer name sorting

Answer

Separating active customers from inactive ones for archive purposes

Question 3

What is the role of 'macros' or 'canned responses' in CRM customer service?

Accepted Answer

Pre-written response templates that agents can quickly apply to common support cases

Answer

Automated scripts that run when the CRM detects a system error

Answer

Batch actions that apply the same update to hundreds of records at once

Answer

Keyboard shortcuts for navigating between CRM screens quickly

Question 4

What does 'ticket deflection' mean in CRM customer service strategy?

Accepted Answer

Reducing support ticket volume by enabling customers to self-serve before contacting an agent

Answer

Transferring tickets from one support queue to another

Answer

Automatically declining support requests that fall outside business hours

Answer

Closing tickets without resolution to improve handle time metrics

Question 5

What is a '360-degree customer view' in CRM customer service?

Accepted Answer

A complete profile of a customer including their purchase history, support cases, and all interactions

Answer

A circular dashboard layout showing all active cases on one screen

Answer

A feature that displays customer location data on a geographic map

Answer

A video conferencing tool integrated into the CRM for face-to-face support

Question 6

What is 'escalation management' best practice in CRM service workflows?

Accepted Answer

Defining clear criteria and automated triggers for when and how cases escalate to higher support tiers

Answer

Requiring all cases to be reviewed by a manager before closure

Answer

Automatically escalating every case after 24 hours regardless of status

Answer

Allowing customers to self-escalate their cases without agent involvement