hardMultiple Select
FC0-U71 Practice Question: A small business needs to manage customer…
A small business needs to manage customer contacts, sales leads, and communication history. Which THREE types of software could be used? (Choose THREE.)
⚠ Common exam trap
Many exam-takers confuse general-purpose tools like spreadsheets or databases with specialized CRM software, not realizing that while spreadsheets can store data, they lack the automated workflow and relationship tracking features of a dedicated CRM.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Customer relationship management (CRM) software.
CRM software (C) is purpose-built to manage customer contacts, sales leads, and communication history, tracking interactions and pipelines in one system. Database software (D) can store and relate customer, lead, and interaction records, supporting queries and reporting for a small business. Spreadsheet software (E) can serve as a lightweight contact/lead tracker with columns for names, statuses, and communication notes, and is commonly used by small businesses without a dedicated CRM. Accounting software (A) focuses on financial transactions, ledgers, and invoicing rather than contact or lead management. Word processing software (B) only creates text documents and lacks structured data management for contacts, leads, or communication history.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Accounting software.
Why it's wrong here
Accounting software tracks ledgers, invoices and financial transactions, holding no contact, lead or communication records. It is tempting because small businesses often buy an integrated suite where accounting sits alongside CRM modules, making it appear part of the same contact-management toolset.
- ✗
Word processing software.
Why it's wrong here
Word processing software produces documents; it stores no structured contact records, lead pipelines or communication logs that can be queried or shared. It is tempting because mail-merge letters and contact lists are drafted in it, but those are static outputs, not a managed customer database.
- ✓
Customer relationship management (CRM) software.
Why this is correct
CRM software directly stores contacts, tracks sales leads through pipelines, and logs communication history in one system, matching all three stated needs. It is purpose-built for exactly this scenario, unlike generic tools that require manual structuring.
- ✓
Database software.
Why this is correct
Database software provides structured storage for contacts, leads, and communication records, letting the business define tables, relationships, and queries. It satisfies the requirement to manage these three data types, though it demands configuration rather than offering ready-made CRM features.
- ✓
Spreadsheet software.
Why this is correct
Spreadsheet software can hold contact lists, lead trackers, and communication logs in tabular rows and columns. It meets the small business's stated needs with minimal cost, though it lacks the relational integrity and automation a dedicated database or CRM provides.
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JA
Written by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
This FC0-U71 practice question is part of Courseiva's free CompTIA certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the FC0-U71 exam.