Practice Test GeeksCRM - Software Practice Test
← All CRM Flashcard Decks

CRM Customer Service and Support Flashcards

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

Read the first 6 CRM Customer Service and Support flashcards as text

  1. What is 'customer satisfaction score' (CSAT) in CRM service metrics?

    Answer: A rating customers provide after a support interaction measuring their satisfaction

    CSAT is a customer-provided rating — typically 1-5 or a simple thumbs up/down — collected via post-interaction surveys to measure satisfaction with a support experience.

  2. What is 'Net Promoter Score' (NPS) and how is it used in CRM?

    Answer: A metric measuring customer loyalty by asking how likely they are to recommend the company

    NPS asks customers to rate 0-10 how likely they are to recommend the company; CRM systems track NPS scores per account to identify promoters, passives, and detractors.

  3. What is 'case routing' in CRM customer service automation?

    Answer: Automatically assigning incoming support cases to the right agent or team based on defined rules

    Case routing automation assigns new support cases to the appropriate agent or queue based on rules like issue type, customer tier, language, or agent skill set.

  4. What is a 'self-service portal' in CRM customer support?

    Answer: A customer-facing website where users can submit tickets, track cases, and search the knowledge base

    A self-service portal lets customers log in to submit and track their own support cases, find knowledge base articles, and resolve common issues without agent involvement.

  5. What does 'average handle time' (AHT) measure in CRM call center analytics?

    Answer: The average total time an agent spends on a single support interaction including after-call work

    Average Handle Time measures the mean total time spent on each support interaction — including talk time, hold time, and after-call documentation — as an efficiency indicator.

  6. What is 'sentiment analysis' used for in CRM customer service?

    Answer: Automatically detecting the emotional tone of customer communications to prioritize responses

    Sentiment analysis uses AI to detect positive, neutral, or negative emotional tones in customer emails, chats, or reviews, helping teams prioritize frustrated customers or flag churn risks.