Mixed Deck — All CRM Topics Flashcards

What is the primary purpose of a CRM's 'email sequence' or 'drip campaign' feature?

Answer: Automatically send a series of emails to prospects over time

Drip campaigns automatically deliver pre-written emails at scheduled intervals to nurture leads through the sales funnel.

What does a 'time-to-close' report in CRM analytics reveal?

Answer: The average number of days it takes to move a deal from creation to closed-won

A time-to-close report shows the average sales cycle length, helping teams identify whether their deals are accelerating or stalling and benchmark against historical performance.

What is 'Field Service' in the Microsoft Dynamics 365 suite?

Answer: A module for managing and dispatching field technicians for on-site service delivery

Dynamics 365 Field Service manages the scheduling, dispatching, and tracking of field technicians who deliver on-site services.

What is the purpose of role-based access control (RBAC) in a CRM system?

Answer: To ensure users only see and edit data relevant to their job function

RBAC restricts CRM data visibility and editing permissions based on a user's role, protecting sensitive information and ensuring data integrity.

What is 'social CRM'?

Answer: Integrating social media channels into CRM to track and engage customers

Social CRM combines traditional CRM with social media listening and engagement tools so companies can interact with customers on platforms like Twitter and LinkedIn.

Which of these features does HubSpot CRM not have?

Answer: Ability to send mass emails to unregistered addresses

HubSpot CRM is designed to manage relationships with known contacts and leads within its database, focusing on inbound methodologies. Sending mass emails to unregistered addresses is typically associated with spamming or cold outreach, which goes against the principles of building opted-in relationships that HubSpot CRM promotes. Its features are geared towards nurturing existing relationships and leads, not unsolicited mass communication.

What is 'data deduplication' in CRM systems?

Answer: The process of identifying and merging duplicate records to maintain data quality

Data deduplication finds and merges duplicate records (same contact entered twice) to maintain clean, accurate CRM data.

What is a 'Solution' in Microsoft Dynamics 365 / Dataverse?

Answer: A packaged set of customizations and components that can be transported between environments

A Solution in Dynamics 365 is a container for customizations (entities, forms, workflows, etc.) that can be exported and imported across environments.

What is 'Zapier' in the context of CRM integration?

Answer: A no-code automation platform that connects CRM with thousands of other apps through automated workflows

Zapier is a no-code automation platform that connects CRM with thousands of other applications through trigger-action workflows without requiring custom code.

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

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.

Which year was HubSpot CRM launched as a free standalone product?

Answer: 2014

HubSpot launched its free CRM product in 2014, separating it from its paid marketing platform.

A tester runs the same set of CRM test cases repeatedly without adding new ones. Over time, fewer bugs are found. This is called the:

Answer: Pesticide paradox

The pesticide paradox describes how repeated use of the same tests makes them less effective at finding new defects over time.

What is 'attribution reporting' in HubSpot Marketing Hub used for?

Answer: Determining which marketing touchpoints contributed to a contact becoming a customer

Attribution reports show which channels, campaigns, or content pieces influenced deal creation or revenue.

What is 'change management' in the context of a CRM rollout?

Answer: A structured approach to transitioning people and processes to adopt the new system

Change management in a CRM rollout involves communication, training, and support strategies that help employees embrace and adapt to the new system and workflows.

What is 'closed-loop marketing reporting' in CRM?

Answer: Connecting marketing activities to sales outcomes to show which marketing efforts generate actual revenue

Closed-loop marketing reporting connects marketing activities all the way through to revenue by linking CRM sales data with marketing campaign data.

What is a 'dashboard' in CRM software?

Answer: A visual display of key metrics and reports on a single screen

A CRM dashboard is a customizable screen that aggregates multiple reports and key performance indicators into a single visual interface for quick monitoring.

What is 'CRM data archiving' and why is it important?

Answer: Moving older, inactive CRM records to lower-cost storage while keeping them accessible

CRM data archiving moves inactive or historical records to separate storage, reducing active database size while preserving data access for compliance and reference.

Which CRM component manages the histories and profiles of contacts?

Answer: Sales

The sales component of CRM is specifically designed to manage and track customer interactions, sales leads, opportunities, and the entire sales pipeline. It maintains detailed histories and profiles of contacts to help sales teams understand customer needs, personalize communication, and close deals more effectively. This functionality is central to optimizing sales processes.

In HubSpot, a 'ticket' object is most commonly used to track what?

Answer: Customer support requests or issues that need resolution

Tickets represent individual customer support cases and move through stages (e.g., New, In Progress, Closed) in a support pipeline.

Which Microsoft product did Dynamics 365 Sales evolve from?

Answer: Microsoft Dynamics CRM

Dynamics 365 Sales is the evolution of Microsoft Dynamics CRM, which was first released in 2003.