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Customer Relationship Management (CRM) Flashcards

7 cards from real Call Center practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 7 Customer Relationship Management (CRM) flashcards as text

  1. A customer's case was escalated to tier 2 yesterday. Today they call for a status update. What should the agent check first in the CRM?

    Answer: The open case's current status and latest notes

    Checking the open case's status and notes lets the agent give an accurate, current update without re-escalating.

  2. Which is a key benefit of CRM workflow automation, such as auto-creating follow-up tasks?

    Answer: It ensures promised callbacks and follow-ups are not forgotten

    Automated tasks and reminders guarantee that commitments made to customers are tracked and completed.

  3. What does CTI stand for in the context of call center CRM systems?

    Answer: Computer Telephony Integration

    Computer Telephony Integration connects the phone system to the CRM, enabling features like screen pops and click-to-dial.

  4. A customer opted out of marketing calls last month, but an outbound campaign list still includes them. What CRM safeguard should have prevented this?

    Answer: Suppression of do-not-contact flagged records from campaign lists

    Do-not-contact flags must automatically suppress records from outbound lists to honor opt-outs and comply with regulations.

  5. Which situation shows a collaborative CRM working as intended?

    Answer: Sales, support, and billing teams all see and update the same shared customer record

    Collaborative CRM shares customer information across departments so every team works from the same record.

  6. Customer Lifetime Value (CLV) in a CRM estimates what?

    Answer: The total revenue a customer is expected to generate over the whole relationship

    CLV projects the total profit or revenue a customer will bring across the entire duration of the relationship.

  7. After resolving a call, the agent selects 'Resolved - Billing Adjustment' and closes the case, and the CRM sends the customer a satisfaction survey. This automatic survey trigger is an example of what?

    Answer: An event-driven workflow tied to case closure

    The survey fires automatically because the case-closure event triggered a predefined CRM workflow.