CRM CRM Customer Service and Support 1 — Questions and Answers
Question 1: What is a 'support ticket' (also called a 'case') in CRM customer service?
- A logged record of a customer issue or request being tracked to resolution (Correct answer)
- An invoice sent to a customer for services rendered
- A scheduled follow-up call reminder for a sales rep
- A document recording a customer's purchase history
Correct answer: A logged record of a customer issue or request being tracked to resolution
A support ticket or case is a CRM record that captures a customer's issue, tracks its status, and documents all interactions until the issue is resolved.
Question 2: What does 'omnichannel support' mean in the context of CRM customer service?
- Providing seamless customer service across multiple channels like phone, email, chat, and social media (Correct answer)
- Offering multiple payment methods on the company's e-commerce site
- Using multiple CRM software platforms simultaneously
- Broadcasting the same marketing message across all advertising channels
Correct answer: Providing seamless customer service across multiple channels like phone, email, chat, and social media
Omnichannel support integrates all customer communication channels into a unified CRM view, so agents have full context regardless of which channel the customer uses.
Question 3: What is an 'SLA' (Service Level Agreement) in CRM customer support?
- A defined commitment specifying response and resolution time targets for support cases (Correct answer)
- A legal contract between the CRM vendor and the customer
- An internal document describing sales commission structures
- A data backup policy required by CRM compliance standards
Correct answer: A defined commitment specifying response and resolution time targets for support cases
An SLA in customer support defines the maximum time allowed for first response and case resolution, creating accountability and setting customer expectations.
Question 4: What is 'case escalation' in CRM customer service workflows?
- Transferring a case to a higher-tier agent or manager when it cannot be resolved at the current level (Correct answer)
- Closing a case when the customer has not responded for 7 days
- Automatically sending survey links when a case is resolved
- Raising the priority of a case when the SLA deadline approaches
Correct answer: Transferring a case to a higher-tier agent or manager when it cannot be resolved at the current level
Case escalation is the process of transferring an unresolved support case to a more experienced agent, specialist, or manager with the authority or knowledge to resolve it.
Question 5: What is a 'knowledge base' in CRM customer service?
- A searchable repository of articles, FAQs, and solutions that agents and customers can reference (Correct answer)
- A database of all customer contact information and purchase history
- A training manual for newly hired customer service representatives
- A collection of competitive intelligence reports about rival products
Correct answer: A searchable repository of articles, FAQs, and solutions that agents and customers can reference
A CRM knowledge base is a centralized library of support articles and troubleshooting guides that agents use to resolve cases faster and customers use for self-service.
Question 6: What does 'first contact resolution' (FCR) measure in customer service CRM analytics?
- The percentage of support cases resolved on the first interaction without follow-up (Correct answer)
- The number of new customers acquired through referrals in a period
- The speed at which a CRM system responds to API calls
- The percentage of contacts created in the CRM on their first inquiry
Correct answer: The percentage of support cases resolved on the first interaction without follow-up
First Contact Resolution measures how often support agents resolve a customer's issue completely during the first interaction, a key indicator of service efficiency and customer satisfaction.
CRM CRM Customer Service and Support 1
What is a 'support ticket' (also called a 'case') in CRM customer service?