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

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?

Accepted Answer

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

Answer

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?

Accepted Answer

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

Answer

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?

Accepted Answer

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

Answer

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?

Accepted Answer

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

Answer

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.

CRM - Software Practice Test

CRM - Software Practice Test

CRM CRM Customer Service and Support