Topic: Customer Relationship Management (CRM) Software 1

Designed to help you practice vocabulary relating to all aspects of using/talking about software that manages your customer base. Although this quiz is meant for ESL students, it'll be useful to anyone who wants to practice this specialized vocabulary.

Choose the best response to complete each of the sentences below.

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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