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 a 'sales pipeline report' in CRM analytics? → A visual representation of deals at each stage of the sales process
4. 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
5. What is the first stage of CRM implementation? → identifying customers
6. What is 'Field Service' in the Microsoft Dynamics 365 suite? → A module for managing and dispatching field technicians for on-site service delivery
7. What is the 'Unified Interface' in Microsoft Dynamics 365? → A responsive web design framework providing consistent experience across devices
8. Which Microsoft product did Dynamics 365 Sales evolve from? → Microsoft Dynamics CRM
9. What is 'churn rate' in CRM customer analytics? → The percentage of customers who stop doing business with a company in a period
10. What does 'opportunity probability' represent in CRM pipeline management? → The estimated likelihood (%) that a deal will close successfully
11. What is 'customer satisfaction score' (CSAT) in CRM service metrics? → A rating customers provide after a support interaction measuring their satisfaction
12. What does 'MQL' stand for in HubSpot marketing terminology? → Marketing Qualified Lead
13. Which Salesforce tool is used to import large volumes of data into or out of Salesforce? → Data Loader
14. What is 'data lineage' in CRM data management? → Documentation of where data originated, how it was transformed, and where it flows
15. Under GDPR, how long can a CRM store personally identifiable information (PII) about EU citizens? → Only for the duration necessary for the specified purpose
16. Which CRM integration protocol is most commonly used to implement Single Sign-On (SSO) with enterprise identity providers like Azure AD? → SAML 2.0
17. What does 'pipeline coverage ratio' indicate in CRM sales analytics? → How much pipeline value exists relative to the sales quota for the period
18. In HubSpot, what is the 'Conversations Inbox'? → A centralized shared inbox for team communication with contacts
19. 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
20. In HubSpot, what is a 'Property'? → A field that stores information about a CRM record
21. What is the primary database object used to store company accounts in Salesforce CRM? → Account
22. What is 'marketing attribution' in CRM reporting? → Determining which marketing activities contributed to customer acquisition and revenue
23. What does 'data integrity' mean in CRM systems? → Ensuring CRM data is accurate, consistent, and trustworthy throughout its lifecycle
24. What does 'Customer Voice' (formerly Forms Pro) in Dynamics 365 provide? → An enterprise survey and feedback management tool integrated with Dynamics 365 CRM data
25. Under HIPAA, which type of CRM data requires the highest level of protection? → Protected Health Information (PHI)
26. In the context of CRM data compliance, what does 'data residency' refer to? → The physical or geographic location where customer data is stored
27. What is 'Lead Scoring' in HubSpot? → Assigning numerical values to contacts based on their attributes and behaviors
28. What is the primary purpose of an audit trail in a CRM system? → To track and record all changes made to records for accountability and compliance
29. What is 'User Acceptance Testing' (UAT) in CRM implementations? → Testing performed by end users to verify the system meets business requirements
30. What kind of license does HubSpot CRM employ? → Public Domain License