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 does 'digital preservation' primarily aim to ensure? → Long-term access to digital records regardless of technological change
2. What is the primary function of an audit trail in electronic records management? → To provide a chronological log of all system activities, accesses, and modifications
3. What differentiates quantitative from qualitative data in CRM? → Quantitative is numerical; qualitative is descriptive and categorical
4. What is the triple constraint in CRM project management? → The interdependent relationship between scope, time, and cost
5. Which disposition method involves permanently removing records from active use by either destruction or transfer to an archives? → Final disposition
6. What is the purpose of performance feedback in CRM? → Providing actionable information for improvement and growth
7. Which of the following is an example of a 'transitory' record that typically warrants a very short retention period? → Routine email asking about a meeting time
8. What is a milestone in CRM project management? → A significant event marking progress at a key point in the timeline
9. Under California's CCPA, which of the following rights is granted to California consumers regarding their personal information? → The right to know what personal data is collected and to opt out of its sale
10. Which standard provides guidance on metadata for records management systems? → ISO 23081
11. Which of the following is NOT a primary value category used in records appraisal? → Aesthetic value
12. What is a risk matrix used for in CRM practice? → Evaluating risks by plotting likelihood against impact severity
13. What is the critical path in CRM project scheduling? → The longest sequence of dependent tasks determining minimum duration
14. Under the GDPR, a data subject's 'right to erasure' is also known as the: → Right to be forgotten
15. Which law governs access to public records in the U.S.? → FOIA
16. Which category of vital records primarily protects the rights and interests of employees and individuals? → Rights and interests records
17. What is financial forecasting in CRM practice? → Predicting future conditions based on historical data and trends
18. What is conflict resolution in CRM leadership? → Addressing disagreements constructively to find acceptable solutions
19. Which file format is most widely recommended for the long-term preservation of text-based electronic records? → PDF/A
20. What does data integrity mean in CRM practice? → Accuracy, consistency, and reliability of data throughout its lifecycle
21. A 'functional classification scheme' organizes records based on which of the following? → The business functions and activities that generated the records
22. What is a 'Recovery Time Objective' (RTO) in business continuity planning? → The maximum acceptable time to restore a business function after a disruption
23. Which approach BEST supports long-term digital preservation of records? → Converting records to open, non-proprietary formats and regularly migrating them
24. What is a work breakdown structure in CRM practice? → Hierarchical decomposition of deliverables into manageable work packages
25. Why is data visualization important in CRM reporting? → It makes complex patterns easier to understand and communicate
26. Under the Sarbanes-Oxley Act (SOX), public companies must retain audit work papers and related records for a minimum of: → 7 years
27. What is succession planning in CRM management? → Developing internal talent for future key leadership positions
28. How should sensitive paper records be disposed? → Shredded or destroyed securely.
29. An organization's records retention policy conflicts with a state privacy law requiring earlier deletion of personal data. How should this conflict be resolved? → The more protective legal requirement takes precedence; consult legal counsel
30. What is the consequence of non-compliance with records laws? → Legal penalties and reputational damage.