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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 'proactive customer service' in CRM strategy?

    Answer: Reaching out to customers before they experience a problem or contact support

    Proactive customer service uses CRM data to identify potential issues and contact customers before they have to reach out, reducing support volume and increasing loyalty.

  2. What is 'customer segmentation' in CRM and how does it benefit service teams?

    Answer: Grouping customers by shared attributes to deliver tailored service experiences

    Customer segmentation groups customers by attributes like industry, purchase history, or tier so service teams can prioritize resources and tailor interactions to each segment's needs.

  3. What is the role of 'macros' or 'canned responses' in CRM customer service?

    Answer: Pre-written response templates that agents can quickly apply to common support cases

    Macros and canned responses are pre-written, reusable reply templates that let agents respond to frequent issue types quickly and consistently, improving speed and quality.

  4. What does 'ticket deflection' mean in CRM customer service strategy?

    Answer: Reducing support ticket volume by enabling customers to self-serve before contacting an agent

    Ticket deflection strategies — like self-service portals, chatbots, and knowledge bases — help customers find answers independently, reducing the number of tickets agents must handle.

  5. What is a '360-degree customer view' in CRM customer service?

    Answer: A complete profile of a customer including their purchase history, support cases, and all interactions

    A 360-degree customer view consolidates all data about a customer — purchases, cases, communications, and preferences — into a single record so agents have full context instantly.

  6. What is 'escalation management' best practice in CRM service workflows?

    Answer: Defining clear criteria and automated triggers for when and how cases escalate to higher support tiers

    Effective escalation management defines objective criteria — like SLA breach or customer tier — and uses CRM automation to trigger escalations consistently without relying on manual judgment.