CRM CRM Customer Service and Support

Question 1

What is a 'support ticket' (also called a 'case') in CRM customer service?

Accepted Answer

A logged record of a customer issue or request being tracked to resolution

Answer

An invoice sent to a customer for services rendered

Answer

A scheduled follow-up call reminder for a sales rep

Answer

A document recording a customer's purchase history

Question 2

What does 'omnichannel support' mean in the context of CRM customer service?

Accepted Answer

Providing seamless customer service across multiple channels like phone, email, chat, and social media

Answer

Offering multiple payment methods on the company's e-commerce site

Answer

Using multiple CRM software platforms simultaneously

Answer

Broadcasting the same marketing message across all advertising channels

Question 3

What is an 'SLA' (Service Level Agreement) in CRM customer support?

Accepted Answer

A defined commitment specifying response and resolution time targets for support cases

Answer

A legal contract between the CRM vendor and the customer

Answer

An internal document describing sales commission structures

Answer

A data backup policy required by CRM compliance standards

Question 4

What is 'case escalation' in CRM customer service workflows?

Accepted Answer

Transferring a case to a higher-tier agent or manager when it cannot be resolved at the current level

Answer

Closing a case when the customer has not responded for 7 days

Answer

Automatically sending survey links when a case is resolved

Answer

Raising the priority of a case when the SLA deadline approaches

Question 5

What is a 'knowledge base' in CRM customer service?

Accepted Answer

A searchable repository of articles, FAQs, and solutions that agents and customers can reference

Answer

A database of all customer contact information and purchase history

Answer

A training manual for newly hired customer service representatives

Answer

A collection of competitive intelligence reports about rival products

Question 6

What does 'first contact resolution' (FCR) measure in customer service CRM analytics?

Accepted Answer

The percentage of support cases resolved on the first interaction without follow-up

Answer

The number of new customers acquired through referrals in a period

Answer

The speed at which a CRM system responds to API calls

Answer

The percentage of contacts created in the CRM on their first inquiry