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Customer Relationship Management (CRM) Software exerise 1

Build your content management vocabulary with this exercise. Understanding these terms will help you work with content teams, manage digital platforms, and follow discussions about web content strategy.



📚 Key vocabulary
editorial calendar — a planning tool used to schedule and organize content creation and publication over time
taxonomy — a classification system for organizing content into categories and subcategories on a platform
workflow — a defined sequence of steps for creating, reviewing, approving, and publishing content
content audit — a systematic review of all existing content to assess its quality, accuracy, and performance
version control — a system for tracking changes to content files and reverting to previous versions if needed
metadata tagging — the practice of adding descriptive labels to content to improve searchability and organization
CMS administrator — the person responsible for managing user access, configuration, and maintenance of a content management system
publishing workflow — the series of steps content goes through from creation to public release
content lifecycle — the stages a piece of content passes through, from planning and creation to archiving or deletion
digital asset management — the storage, organization, and retrieval of digital files such as images, videos, and documents


READY TO PRACTICE? LET’S GO!

Choose the correct response to complete each sentence.



1. This new CRM system will hopefully increase our __________________________ ( = help us to become more productive).
  productivity
  inclination
  propensity

2. This new software will provide us with the __________________________ we need to help customers quickly.
  tolls
  tools
  tails

3. By __________________________ certain processes ( = not doing them manually), we save a lot of time.
  automating
  automation
  automatic

4. The new CRM software will allow us to create trouble tickets for each __________________________ ( = problem) that comes up.
  idea
  issue
  info

5. When you __________________________ an open ticket, you're following the progress of the open ticket.
  trick
  trap
  track

6. P1: Are the open tickets __________________________ by case number? P2: No, they're __________________________ by date.
  errant
  aroused
  arranged

7. To find out more about the team's performance = To gain __________________________ into the team's performance
  visibility or insight
  vis-a-vis or inform
  virulence or inspect

8. To __________________________ a case means to send the case to someone (like a manager, boss, etc.) for review. After you __________________________ the case to the appropriate person, you should send an email to that person notifying him/her of this.
  escape
  escalate
  scale

9. After you __________________________ an issue ( = solve a problem), make sure you close the ticket.
  respond
  revoke
  resolve

10. P1: I need to access the CRM system from home. P2: No problem, you can access the system __________________________.
  remotely
  remedially
  remorsefully


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