Product, Process and Systems Knowledge (CRM software, dialer basics, data entry)
Domain 7 tests product, process and system accuracy: what you support, how the workflow runs, and how cleanly you use CRM and dialer tools.
Product and process
Know features, benefits, eligibility, price, terms and common failure modes. Follow the SOP and escalation matrix; know the SLA for response and resolution. Use the knowledge base for approved wording. A process map shows inputs, steps, owners and outputs; a bottleneck is a step that delays the rest.
CRM and dialer basics
Typical CRM objects are account, contact, case or ticket, activity and note. Record category, sub-category, disposition, timestamp and a factual note. Search for duplicates by phone and email before creating a record. Preview dialing shows the record first; progressive dials when the agent is ready; predictive dialing forecasts availability and can abandon calls. CTI can pop the customer screen. After-call work (wrap time) must be short and accurate.
Worked example
A caller gives a mobile number already in CRM. The agent should search, open the existing contact, update the new email, log the interaction against the open case and avoid creating a duplicate. Reasoning: duplicates split history, distort reports and can cause the customer to repeat information.
Traps
Sharing passwords or leaving a logged-in screen unattended; choosing 'resolved' when work is pending; writing opinions in notes instead of facts; skipping mandatory fields; using personal devices or apps for customer data.