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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 a 'support ticket' (also called a 'case') in CRM customer service?

    Answer: A logged record of a customer issue or request being tracked to resolution

    A support ticket or case is a CRM record that captures a customer's issue, tracks its status, and documents all interactions until the issue is resolved.

  2. What does 'omnichannel support' mean in the context of CRM customer service?

    Answer: Providing seamless customer service across multiple channels like phone, email, chat, and social media

    Omnichannel support integrates all customer communication channels into a unified CRM view, so agents have full context regardless of which channel the customer uses.

  3. What is an 'SLA' (Service Level Agreement) in CRM customer support?

    Answer: A defined commitment specifying response and resolution time targets for support cases

    An SLA in customer support defines the maximum time allowed for first response and case resolution, creating accountability and setting customer expectations.

  4. What is 'case escalation' in CRM customer service workflows?

    Answer: Transferring a case to a higher-tier agent or manager when it cannot be resolved at the current level

    Case escalation is the process of transferring an unresolved support case to a more experienced agent, specialist, or manager with the authority or knowledge to resolve it.

  5. What is a 'knowledge base' in CRM customer service?

    Answer: A searchable repository of articles, FAQs, and solutions that agents and customers can reference

    A CRM knowledge base is a centralized library of support articles and troubleshooting guides that agents use to resolve cases faster and customers use for self-service.

  6. What does 'first contact resolution' (FCR) measure in customer service CRM analytics?

    Answer: The percentage of support cases resolved on the first interaction without follow-up

    First Contact Resolution measures how often support agents resolve a customer's issue completely during the first interaction, a key indicator of service efficiency and customer satisfaction.