Hubspot Service Hub Software Certification Answers

True or false? Your leadership team should be the ones to create the customer journey map.

• True
• False

True or false? You should only include four stages in your customer journey map.

• True
• False

True or false? Customer journey maps are only useful for customer-facing individuals.

• True
• False

True or false? When setting up your Conversations email inbox, you should connect your personal email.

• True
• False

True or false? The only way to move tickets to different stages is manually.

• True
• False

True or false? It’s a good idea to write your knowledge base titles as questions.

True

False

True or false? Experiencing lower ticket volume is a good indicator that your knowledge base is working well.

True

False

True or false? It’s a best practice to send your NPS survey to customers monthly.

True

False

True or false? You should only ask a customer to become an advocate over the phone.

True

False

True or false? Regardless of how long it takes, you should respond to every single customer feedback survey you receive.

True

False

Which of the following is NOT a stage in HubSpot’s feedback framework?

Improve the customer experience

Establish listening posts

Collect customer feedback

Understand customer sentiment

What is an advocate?

Someone who gives you a score of 9 or 10 on your NPS survey

Someone who helps you generate more business

Someone who gets paid for advertising your brand.

An employee on your marketing team

According to the prioritization matrix, customer issues that are high impact and high cost should be prioritized:

Today

Tomorrow

Next week

Next year

If you want to know what your customer thinks about their sales experience, which feedback survey should you use?

Customer effort score

Customer satisfaction survey

Net promoter score

Customer advocacy score

You should use custom feedback surveys when you want to understand ________.

overall customer sentiment.

how easy it was to solve a problem.

the satisfaction of a particular milestone.

something that’s not covered in industry standard surveys.

Which of the following is NOT an example of an advocacy action?

Writing a case study about a customer

Paying your customer to leave you a good review regardless of their actual experience.

Writing a blog post about a customer

Asking a customer to write you a Yelp review

How often should a customer effort score survey be used?

After every support interaction

Quarterly

Monthly

After every milestone

How do you calculate NPS?

Percentage of promoters minus percentage of passives

Percentage of promoters minus percentage of detractors, divided by percentage of passives

Percentage of promoters minus percentage of detractors

Percentage of promoters

Which of the following is NOT a step when establishing listening posts?

Define your customer journey

Align survey methods and goals

Collect feedback

Analyze feedback

All of following are appropriate ways you can encourage folks to fill out your feedback surveys EXCEPT:

Offer incentives like a five dollar gift card

Keep your surveys short and to the point

Email customers daily until they fill out the survey

Offer surveys via multiple channels

Scenario: Your boss wants to assess how customers feel after a technician visited their home. Which survey should your boss use?

Net promoter score

Customer satisfaction survey

Customer acknowledgment survey

Customer effort score

Fill in the blank: Reach out to your ______ to ask them to complete advocacy actions.

promoters

detractors

passives

marketing team

Fill in the blank: You should use a customer effort score instead of a customer satisfaction survey when you want to understand __________.

Ease of completing a task

Overall satisfaction vs. satisfaction at a particular moment

Satisfaction at a particular moment vs. overall satisfaction

Impact of a bug or outage

True of false? You can edit the NPS question in HubSpot.

True

False

In HubSpot, help desk is comprised of all of the following tools EXCEPT:

Reporting

Automation

Knowledge base

Tickets

Fill in the blank: When responding to a customer, you should use an email template to______.

answer a generic question

answer a complicated question

insert a knowledge base article

transfer the email

All of the following are reasons to @ mention someone on a ticket record EXCEPT:

To escalate a ticket

As an FYI

To transfer ticket ownership

To email the customer

What is a snippet?

A reusable text block

An email template

The bit of text on a ticket record

A ticket

When should a company create multiple customer journey maps?

If they sell to multiple personas that go through different processes

If they sell multiple products or services

If they have multiple customer-facing teams

Never

Fill in the blank: Creating a customer journey map will help you identify the journey from customer to ______.

employee

promoter

renewal

marketer

Fill in the blank: When creating a customer journey map, you should map out what your customer is ______ and ________.

Feeling and thinking

Doing and looking for

Doing and feeling

Doing and planning to do

Which report(s) do yo use to decide which knowledge base articles to write?

Average ticket response time

Average ticket response time by rep

Ticket volume by category

All of the above

Which of the following is a benefit of phone support?

It’s cheaper for your company.

Customers can get immediate help for complicated issues.

In general, customers prefer phone support to any other type of support.

All of the above

When should you consider using a chatbot?

If human bandwidth is a constraint

If the cost of making a mistake is low

If you get a lot of standard questions

All of the above

When should you use multiple ticket pipelines?

If your tickets go through different stages

If you provide multiple products or services

If you have multiple customer service agents

If your tickets have different priorities

A service level agreement is a(n)

Ticket pipeline

Commitment between a service provider and a client

Understanding of the amount of time it takes a company to solve a problem

Agreement between two competing companies

A help desk does all of the following EXCEPT:

Streamline intake

Provide feedback

Improve experiences with reporting

Triage customer issues

Fill in the blank: With HubSpot’s help desk, you can streamline and manage your intake within ______.

conversations or tickets

your email client

knowledge base

your website

All of the following are stages of troubleshooting EXCEPT:

Understand the issue

Find relevant context

Diagnose the problem

Ask for help

In terms of customer support, what does triage mean?

Gathering support inquiries

Responding to support inquiries

Reporting and analyzing on support inquiries

Categorizing and routing support inquiries

Fill in the blank: The primary goal of a customer journey map is to ______.

understand the process from becoming a prospect to a customer

ensure your customers continue to buy from you

know the location of your customers

build empathy

The extended value stage is when you _______.

offer your customer more than they were expecting.

renew your customer’s account customer renews with you.

prolong your onboarding process.

give the customer what they want.

How often should you revisit your customer journey map to ensure it’s kept up to date?

Whenever you get an influx of new customers

When your business practices change

Quarterly

Whenever you get negative feedback

A customer journey map is a representation of:

the stages a customer goes through with your company

where your customers physically are

how your prospects become your customers

how your customers renew

Which of the following is NOT a best practice when creating knowledge base articles?

Use questions as titles

Use bullet points

Use a casual tone

Use screenshots and GIFs

Which of the following is an appropriate knowledge base title?

What are the ins and outs of HubSpot?

How do I create a custom feedback survey?

So you wanna build a chatbot…

How to create, send, troubleshoot, and analyze a campaign

The HubSpot knowledge base tool can do all of the following EXCEPT:

Offer related articles to readers

Restrict knowledge base articles

Add videos to articles

Suggest articles to be written

In order to assess customer service agent performance, which of the following reports should you look at?

Ticket close total by rep

Ticket totals over time

Ticket totals by source

Knowledge base article views

You should use a call-out in a knowledge base article to:

draw the reader’s attention to an important detail

tell your reader what articles to read next

host Q&As

ask the reader for feedback

Fill in the blank: A knowledge base is a ______.

blog about a product or service

collection of articles about a product or service

place where customers can contact a company’s support team

collection of reviews about a product or service

With Service Hub, you can complete all of the following tasks EXCEPT:

Gather intake

Route tickets

Monitor all social media

Respond to support inquiries

The four key moments to keep in mind when customer journey mapping are: First impression, ___________, intended value, extended value

expected value

first value

second impression

extended impression

True or false? You should only reach out to your detractors.

True

False

Which of the following is NOT an appropriate way to categorize your knowledge base articles?

By persona

By product or service

By author

By customer stage

True or false? Through ticket automation, you can move a ticket from one stage to another based on an email response.

True

False

An example of an intended value milestone is when the customer expected to get her fridge fixed, ________.

and her fridge is fixed.

and her fridge and sink are fixed.

and the repair person arrives.

but the repair person didn’t show up.

You can do all of the following from a ticket record EXCEPT:

Make a call

Send an email

Create an internal task for yourself or a colleague

Start a video chat

Fill in the blank: With ticket ________, you are able to edit ticket properties according to which team owns the ticket.

editing

records customization

views

pipelines

When setting up your knowledge base in HubSpot, you need to connect your _______.

help desk

domain

brain

Conversations inbox

Fill in the blank: Companies use customer journey maps to build _______ for their customers.

confidence

empathy

products

roadmaps

True or false? A visitor can start a conversation with a chatbot, and then that chatbot can transfer the conversation to a human.

True

False

True or false? Knowledge base articles should be casual, personable, and anecdotal.

True

False

True or false? Most people prefer using self-service compared to phone support.

True

False

True or false? You could use an NPS survey to assess overall sentiment of your employees.

True

False

True or false? Customer effort score is measured on a three-point scale.

True

False

Your manager wants to know who your primary persona is. The best feedback survey to use is:

Net promoter score

Custom feedback survey

Customer effort score

Customer satisfaction survey

You want to understand how your customer support team is performing. The best feedback survey to use is:

Customer effort score

Customer satisfaction survey

Net promoter score

Customer leadership score

You should include all of the following stages in your customer journey map EXCEPT:

First impression

Delighted value

First value

Intended value

All of the following are benefits of email support EXCEPT:

It’s immediate

It provides a paper trail

You can insert screenshots and gifs

It’s conversational

Intake is how you _____.

respond to support inquiries

receive support inquiries

triage support inquiries

acknowledge support inquiries

In terms of a customer journey map, what does intended value refer to?

When customers expectations are exceeded

The customers first experience

When the customer feels confident they will get what they expect

When the customer got what they expected

True or false? A knowledge base is a type of self-service.

True

False

An example of an extended value milestone is when a customer:

gets the outcome they expected

renews their account

gets more than they expected

tells their network about your product or service

How often should you edit your knowledge base articles?

Any time you get negative feedback on an article

Monthly

Whenever products or service change pertaining to the article

Quarterly

An example of a customer using self-service is when they:

live chat with an employee

Search for their inquiry and finds an article

Search for their inquiry and ends up calling the company

emails with an employee

Which of the following is a benefit of live chat?

It’s an easy way to answer complicated questions.

It’s immediate.

It’s easy to convey tone.

All of the above

With ticket ______, you are able to filter down your tickets

views

editing

stores

records customization

True or false? You should write new knowledge base articles every day.

True

False

True or false? Your customer journey map should be written from the perspective of your customer.

True

False

True or false? Even if you have different products or services, you should try and keep them on the same customer journey map if the customer journey is similar.

True

False

True or false? Each team within your company should have their own customer journey map.

True

False

All of the following are reasons to collect feedback EXCEPT:

To save money

To learn who your advocates are

To understand what your customers think of you

To know what to improve upon

Which survey asks the following question: How easy was it for you to handle your issue?

Customer effort score

Net promoter score

Customer satisfaction survey

None of the above

Which of the following is an example of when you should use a restricted knowledge base?

If you only want your customers, not prospects, to access your information

If you don’t want your competitors to access your information

If you only want your customers to see the articles once

A&B

None of the above

Which of the following tools is NOT included in HubSpot’s Service Hub?

Help desk

Customer feedback surveys

Project management

Knowledge base

True or false? When writing custom feedback surveys, use a variety of open-ended and closed-ended questions.

True

False

What’s a good NPS score?

Varies by industry

Anything positive

10 or above

20 or above

Fill in the blank: You should use NPS instead of customer satisfaction survey when you want to understand __________.

Ease of completing a task

Overall satisfaction vs. satisfaction at a particular moment

Satisfaction at a particular moment vs. overall satisfaction

Impact of a bug or outage