CRM Cheat Sheet 2026

The 30 highest-yield CRM facts, distilled from real exam questions. Print it, save it as a PDF, or study it here — free, no sign-up.

1. What is 'role-based training' in CRM implementations? → Customizing CRM training content to each user group's specific tasks and workflows
2. What is a 'funnel report' in CRM analytics used to identify? → Where prospects are dropping out of the sales process
3. What is the primary goal of 'data integrity testing' in a CRM system? → Verifying that data remains accurate and consistent across all operations and integrations
4. What CRM feature allows sales reps to see which companies are visiting their website even without form submissions? → Visitor identification / reverse IP lookup
5. In CRM, what is a '360-degree customer view'? → A complete profile of a customer combining all available data and interaction history
6. What is a 'sales pipeline report' in CRM analytics? → A visual representation of deals at each stage of the sales process
7. What CRM concept did John Freeley and Lyman Wood pioneer in the 1980s with 'contact management' software? → The first computerized contact management systems predating modern CRM
8. A CRM test case fails only in Internet Explorer but passes in Chrome and Firefox. This indicates a need for: → Compatibility testing
9. What is the first stage of CRM implementation? → identifying customers
10. What is the role of 'behavioral events' in HubSpot? → Tracking custom actions users take on your website or product to trigger automations
11. What is 'Field Service' in the Microsoft Dynamics 365 suite? → A module for managing and dispatching field technicians for on-site service delivery
12. What is the 'Unified Interface' in Microsoft Dynamics 365? → A responsive web design framework providing consistent experience across devices
13. Which Microsoft product did Dynamics 365 Sales evolve from? → Microsoft Dynamics CRM
14. What is 'churn rate' in CRM customer analytics? → The percentage of customers who stop doing business with a company in a period
15. What does 'opportunity probability' represent in CRM pipeline management? → The estimated likelihood (%) that a deal will close successfully
16. What is 'customer satisfaction score' (CSAT) in CRM service metrics? → A rating customers provide after a support interaction measuring their satisfaction
17. What does the 'close date' field on a HubSpot deal represent? → The expected or actual date the deal will be or was won/lost
18. What does 'MQL' stand for in HubSpot marketing terminology? → Marketing Qualified Lead
19. Which Salesforce tool is used to import large volumes of data into or out of Salesforce? → Data Loader
20. What is 'data lineage' in CRM data management? → Documentation of where data originated, how it was transformed, and where it flows
21. Which CRM testing approach checks that the system correctly handles 10,000 simultaneous users submitting support tickets? → Load testing
22. Under GDPR, how long can a CRM store personally identifiable information (PII) about EU citizens? → Only for the duration necessary for the specified purpose
23. When automating CRM tests, which scenario is LEAST suitable for automation? → Exploratory testing for a new UI feature
24. Which CRM platform is most commonly used by small businesses in the US due to its free tier and ease of use? → HubSpot CRM
25. Which CRM tool is specifically known for its visual sales pipeline board that resembles a Kanban layout? → Pipedrive
26. Which CRM integration protocol is most commonly used to implement Single Sign-On (SSO) with enterprise identity providers like Azure AD? → SAML 2.0
27. What is the main advantage of a 'cloud-based CRM' over an 'on-premise CRM'? → Accessible from anywhere with internet without local server infrastructure
28. What does 'pipeline coverage ratio' indicate in CRM sales analytics? → How much pipeline value exists relative to the sales quota for the period
29. In HubSpot, what is the 'Conversations Inbox'? → A centralized shared inbox for team communication with contacts
30. What is a 'cohort analysis' in the context of CRM customer reporting? → Grouping customers by a shared characteristic or time period to analyze behavior patterns