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121 CRM feature · Quizzes and qualification

Make the next conversation better informed while keeping consequential decisions human.

Use a structured quiz to help someone navigate choices or share useful context, without presenting a score as expert judgement. The capability is described from official product evidence; its availability, configuration and any usage charges for a particular 121 account still need to be confirmed before reliance.

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Fictional product demonstration

See quizzes and qualification in the context of real customer work.

This coded interface uses realistic fictional data to explain the operating pattern; it is not a screenshot of a live customer account.

121

Northstar Joinery

Follow up consistently, with people in control

AR
OverviewContactsInboxPipelineAutomation

Follow up consistently, with people in control

Build the sequence, review each decision and test an exception before activation.

Draft v0.4

This example stays on this page and does not send messages or change CRM data.

Illustrative 121 interfaceAll people, organisations, dates and activity are fictional. Any figures are illustrative. Controls demonstrate interaction patterns, not enabled account features.

How it helps

See how the feature supports the work.

Each part has a clear job. It becomes useful when it fits the way customers already move through the business and your team knows when to step in.

Capability 01

Quizzes

Builds scored or categorised question experiences with supported result pages and workflow triggers.

How it works
Publishes or collects information through a configured visitor-facing page, form or content experience.
Why use it
Creates an interactive assessment when the scoring and interpretation are properly designed.
Plan for
Generated or templated content is not automatically accurate, accessible, compliant or ready to publish.
Your team owns
A person must review content, test the journey and explicitly publish or change live assets.
Capability 02

Contacts

Stores a person or lead with contact details, activity, ownership and related records.

How it works
Stores or organises supported business data under configured fields, permissions and record rules.
Why use it
Gives a team one place to understand who a customer is and what has happened.
Plan for
The platform does not make imported, duplicated or incomplete data accurate without review.
Your team owns
A data owner must define the record model and resolve quality, ownership and access exceptions.
Capability 03

Conditions and branches

Routes a record through different configured steps when relevant data or events differ.

How it works
Runs an ordered sequence only after its configured trigger and conditions are met.
Why use it
Lets one process handle common variations without pretending every customer is the same.
Plan for
Automation follows its configuration; it cannot repair poor data, unclear rules or an unavailable external service.
Your team owns
A process owner must approve, test, monitor and pause or correct faulty automation.
Capability 04

Custom fields

Adds structured fields to supported record types so a business can capture information it actually needs.

How it works
Stores or organises supported business data under configured fields, permissions and record rules.
Why use it
Replaces important notes and spreadsheet columns with searchable, reusable data.
Plan for
The platform does not make imported, duplicated or incomplete data accurate without review.
Your team owns
A data owner must define the record model and resolve quality, ownership and access exceptions.

Use it with purpose

What good quizzes and qualification looks like

A fictional training business uses a short knowledge quiz to suggest topics for discussion, not to certify competence. The useful outcome is a record that another person can understand and continue, not simply another automated event.

Define the safe purpose

Decide whether the quiz supports education, routing or preparation and state what it cannot decide.

Write understandable questions

Use plain language, appropriate answer choices and accessible feedback.

Route the result

Connect relevant responses to the record and an appropriate next action.

Configuration decisions

Decide the operating rules before switching quizzes and qualification on

A credible setup begins with ownership, eligibility and exception decisions. Those choices should be written in plain English and tested with realistic fictional data.

Set scoring boundaries

Explain how scores are calculated and avoid unsupported diagnostic or eligibility conclusions.

Review data sensitivity

Do not collect health, legal or other sensitive information without an approved need and controls.

Human review point

Test every path

Check branching, completion, mobile use and what happens when answers are missing.

From configuration to daily use

Keep the rule, the owner and the exception visible

The second view shows how the capability connects to work a person can review and continue.

121 CRM · Connected operations

Book discovery

October · illustrative availability

MTWTFSS1234567891011121314
11:3014:00

Appointment sequence

Booked

Calendar entry created

1 day before

Reminder scheduled

Exception

Owner reviews a reply

Journey summary

New

24

Illustrative

Owned

21

Illustrative

Due

4

Illustrative

Website
Referral
Direct
Illustrative exampleAll dates, counts and workflow states are fictional. Availability and behaviour depend on the agreed setup.

Practical example

Follow one example from signal to next action

A fictional training business uses a short knowledge quiz to suggest topics for discussion, not to certify competence. The example shows the role of the CRM while keeping the consequential decision with a person.

Visitor starts

Ravi opens a fictional course-topic quiz.

Answers recorded

Five non-sensitive preferences are captured.

Human judgement

Result explained

The page suggests two topics without claiming certainty.

Person follows up

An adviser discusses the actual learning need.

Boundaries and checks

Plan for the limits of quizzes and qualification

Product capability is only one part of a dependable process. Data quality, provider configuration, consent, permissions and staff cover still matter.

Data and context

A quiz result is not professional advice, diagnosis or guaranteed qualification.

Account and provider setup

Branching can produce misleading outcomes if questions are ambiguous.

Keep a person accountable

Human responsibility

Account availability and publishing setup must be confirmed.

Questions about this page

Useful answers, without the sales fog.

1. Is quizzes and qualification confirmed as included in every 121 CRM account?

No. The underlying capability is evidenced in official product documentation, but 121 plan entitlement, sub-account configuration, connected providers and usage charges have not been assumed. Confirm the intended setup before relying on it.

2. What should we decide before configuring quizzes and qualification?

Start with three decisions: set scoring boundaries, review data sensitivity, test every path. Then test ordinary, missing-data and exception cases with fictional records.

3. What is a practical way to measure whether quizzes and qualification is helping?

Measure whether the intended customer work becomes visible and owned. For this page, review define the safe purpose, write understandable questions, route the result rather than treating clicks, sends or record counts as proof of business value.

4. Can quizzes and qualification be fully automated?

No. Account availability and publishing setup must be confirmed. Automation can coordinate repeatable steps, while people remain responsible for judgement, exceptions, consent and correcting the record.

Read all CRM questions

Continue the journey

Customer surveysForms and lead captureWorkflow branchesLanding pages

Delegate the work. Keep the human.

Ready to organise the customer journey?

Subscribe through the approved secure checkout, or review pricing and responsibilities before you decide.

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121 CRM

Your customers. Your conversations. Your business. Organised around clear ownership and human decisions.