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Hubspot Service Hub Software Certification Answers

Hubspot Service Hub Software Certification Answers

Hubspot Service Hub Software Answers

The Service Hub Software Certification demonstrates your ability to execute an inbound service strategy using HubSpot's Service Hub. This certification course consists of six lessons that discuss customer journey mapping, and HubSpot tools such as help desk, knowledge base, and customer feedback.

  • There are 60 questions.
  • It should take 1 hour to complete.
  • You must answer 45 questions correctly to pass.
  • You must wait 12 hours between attempts.
  • You have 3 hours to finish the exam.

 

 

Questions:

-True or false? A visitor can start a conversation with a chatbot, and then that chatbot can transfer the conversation to a human.
-True or false? The only way to move tickets to different stages is manually.
-True or false? Knowledge base articles should be casual, personable, and anecdotal.
-True or false? It's a good idea to write your knowledge base titles as questions.
-True or false? Most people prefer using self-service compared to phone support.
-True or false? It's a best practice to send your NPS survey to customers monthly.
-True or false? You should only ask a customer to become an advocate over the phone.
-True or false? You could use an NPS survey to assess overall sentiment of your employees.
-True or false? When writing custom feedback surveys, use a variety of open-ended and closed-ended questions.
-True or false? Customer effort score is measured on a three-point scale.
-True or false? Regardless of how long it takes, you should respond to every single customer feedback survey you receive.
-You want to understand how easy it is for your customers to get their questions answered from your support team. The appropriate feedback survey to use is:
-What is an advocate?
-According to the prioritization matrix, customer issues that are high impact and high cost should be prioritized:
-If you want to know what your customer thinks about their sales experience, which feedback survey should you use?
-You should use custom feedback surveys when you want to understand ________.
-Which of the following is NOT an example of an advocacy action?
-How often should a customer effort score survey be used?
-What's a good NPS score?
-All of following are appropriate ways you can encourage folks to fill out your feedback surveys EXCEPT:
-Scenario: Your boss wants to assess how customers feel after a technician visited their home. Which survey should your boss use?
-Which survey asks the following question: How easy was it for you to handle your issue?
-Fill in the blank: You should use a customer effort score instead of a customer satisfaction survey when you want to understand __________.
-In HubSpot, help desk is comprised of all of the following tools EXCEPT:
-Fill in the blank: When responding to a customer, you should use an email template to______.
-All of the following are reasons to @ mention someone on a ticket record EXCEPT:
-Which report(s) do you use to decide which knowledge base articles to write?
-Which of the following is a benefit of phone support?
-All of the following are benefits of email support EXCEPT:
-When should you consider using a chatbot?
-When should you use multiple ticket pipelines?
-A help desk does all of the following EXCEPT:
-All of the following are stages of troubleshooting EXCEPT:
-Which of the following is NOT a best practice when creating knowledge base articles?
-Which of the following is an appropriate knowledge base title?
-The HubSpot knowledge base tool can do all of the following EXCEPT:
-You should use a call-out in a knowledge base article to:
-Fill in the blank: A knowledge base is a ______.
-True or false? A knowledge base is a type of self-service.
-Which of the following tools is NOT included in HubSpot's Service Hub?
-True or false? You should only reach out to your detractors.
-An example of a customer using self-service is when they:
-Which of the following is NOT an appropriate way to categorize your knowledge base articles?
-Which of the following is a benefit of live chat?
-True or false? You should write new knowledge base articles every day.
-When setting up your knowledge base in HubSpot, you need to connect your _______.
-If you're setting up Service Hub reports for the first time, where should you start?
-A customer portal is a __________.
-True or false? You cannot edit the look and feel of your customer portal.
-A customer portal helps customers do all of the following EXCEPT:
-True or false? All customer portals are password protected.
-What information can a user see in their customer portal?
-What's the difference between service analytics and the report builder?
-In Service Hub, you can set SLAs based on how long it takes your reps to first respond to a ticket and/or how long it takes reps to _____.
-True or false? You can access conversations from the HubSpot mobile app.
-Agent collision detection tells you when another agent is ________.
-What is channel switching?
-Custom views in the conversations inbox lets you _________.
-What type of feedback survey can you add to your live chat?
-If you've never set up service reports in HubSpot before, start with _________.
-True or false? When setting up your Conversations email inbox, you should connect your personal email.
-True or false? Experiencing lower ticket volume is a good indicator that your knowledge base is working well.
-Your manager wants to know who your primary persona is. The best feedback survey to use is:
-Which of the following is NOT a stage in HubSpot's feedback framework?
-All of the following are reasons to collect feedback EXCEPT:
-How do you calculate NPS?
-Fill in the blank: You should use NPS instead of customer satisfaction survey when you want to understand __________.
-True of false? You can edit the NPS question in HubSpot.
-What is a snippet?
-A service level agreement is a(n)
-Which of the following is an example of when you should use a restricted knowledge base?
-True or false? Through ticket automation, you can move a ticket from one stage to another based on an email response.
-You can do all of the following from a ticket record EXCEPT:
-True or false? Cross-object reporting exists in the service analytics tool.
-Customer portal is a _______ offering.
-________ is for folks who need to create basic, out-of-the-box reporting.
-True or false? You can create cross-object reports from the report builder.
-If your support reps have trouble prioritizing tickets, consider _______.
-Intake is how you _____.
-Fill in the blank: With HubSpot's help desk, you can streamline and manage your intake within ______.
-In terms of customer support, what does triage mean?
-In order to assess customer service agent performance, which of the following reports should you look at?
-How often should you edit your knowledge base articles?
-With ticket ______, you are able to filter down your tickets
-Reports bucketed under the "conversation overview" category give you insight into:
-Fill in the blank: Reach out to your ______ to ask them to complete advocacy actions.
-With Service Hub, you can complete all of the following tasks EXCEPT:
-Fill in the blank: With ticket ________, you are able to edit ticket properties according to which team owns the ticket.
-Which of the following is NOT a step when establishing listening posts?
-True or false? When connecting your email to help desk, you should connect your personal email.
-Select all that apply. You can create SLAs based on which of the following?
-True or false? It’s best practice to match your knowledge base design with the design of your website.
-Which of the following CANNOT be done from your help desk?
-Select all that apply. AI helps you write your knowledge base articles in which of the following ways?
-Select all that apply. What intake methods can you connect to HubSpot?
-Select all that apply. AI allows you to do which of the following in your help desk?
-Which of the following CANNOT be inserted when responding in the help desk?
-Fill in the blank: With HubSpot's help desk, you can streamline intake by_________.

 

 

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

 

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

 

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

 

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

 

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.

 

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

confidence

empathy

products

roadmaps

 

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

 

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

 

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

 

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

 

 

 

 

 

How often should you edit your knowledge base articles?

By

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

 

Explanation:

The correct answer is ” correct: trueWhenever products or service change pertaining to the article.” Editing knowledge base articles should be done whenever there are changes to the products or services that are relevant to the content of the article. Knowledge base articles serve as a repository of information for customers to find answers to their queries or troubleshoot issues related to products or services. When there are updates, enhancements, or changes to the products or services offered by a company, it’s crucial to ensure that the knowledge base articles accurately reflect these changes to provide customers with the most up-to-date and relevant information. By regularly reviewing and updating articles in response to product or service changes, companies can maintain the accuracy and effectiveness of their knowledge base, ultimately improving customer satisfaction and reducing the likelihood of confusion or frustration. Therefore, the statement that knowledge base articles should be edited whenever products or services change pertaining to the article is correct, as it emphasizes the importance of keeping the content of the knowledge base aligned with the latest offerings and developments within the company.

 

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

By

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

 

Explanation:

The correct answer is ” correct: trueOverall satisfaction vs. satisfaction at a particular moment.” NPS, or Net Promoter Score, serves as a valuable metric when the goal is to grasp customers’ sentiments over time rather than at isolated instances. While traditional customer satisfaction surveys might focus on specific interactions or transactions, NPS delves deeper into the overarching sentiment by gauging customers’ likelihood to recommend a product or service. It offers insights into the holistic satisfaction levels, considering the cumulative experiences and impressions customers have had with a brand. This holistic view enables businesses to assess long-term loyalty and advocacy, identifying areas for improvement and gauging the effectiveness of strategies aimed at enhancing overall customer satisfaction. Therefore, when the objective is to comprehend the broader satisfaction trends and loyalty drivers rather than momentary feedback, NPS proves to be a more suitable tool.

 

Fill in the blank: With HubSpot’s help desk, you can streamline intake by_________.

By

Fill in the blank: With HubSpot’s help desk, you can streamline intake by_________.

  • Connecting multiple channels to help desk
  • Connecting your personal and team email client
  • Creating a knowledge base
  • Creating a customer portal website

 

Explanation:

With HubSpot’s help desk, you can streamline intake by **connecting multiple channels to help desk**. Integrating various communication channels such as email, live chat, social media, and phone support with the help desk centralizes customer inquiries and requests in one unified platform, facilitating efficient management and response. By connecting multiple channels, customer interactions are consolidated, ensuring that support teams have full visibility into all incoming inquiries, regardless of the channel used by the customer. This integration eliminates the need to switch between different tools or platforms to address customer issues, improving response times and overall customer satisfaction. Additionally, having all communication channels connected to the help desk enables comprehensive tracking and reporting, providing valuable insights into support performance and customer trends. Therefore, connecting multiple channels to the help desk optimizes intake processes, streamlining support operations and enhancing the overall customer experience.

 

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

By

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

  • promoters
  • detractors
  • passives
  • marketing team

 

Explanation:

To effectively engage individuals in advocacy actions, it’s crucial to reach out to your **promoters**. Promoters are individuals who already hold a positive view of your cause, product, or organization. They are enthusiastic supporters who are likely to actively participate in advocacy efforts, such as spreading the word, mobilizing others, or taking direct action. By targeting promoters, you’re tapping into a pool of motivated individuals who are willing to champion your cause and amplify your message, ultimately increasing the impact of your advocacy efforts. Conversely, detractors are unlikely to support your cause, passives may lack the enthusiasm to take action, and while the marketing team may assist in promoting advocacy initiatives, they are not necessarily the primary audience for completing advocacy actions themselves. Therefore, reaching out to promoters ensures that you’re engaging with individuals who are most likely to contribute meaningfully to your advocacy goals.

 

True or false? It’s best practice to match your knowledge base design with the design of your website.

By

True or false? It’s best practice to match your knowledge base design with the design of your website.

  • True
  • False

 

Explanation: True. Aligning the design of your knowledge base with the design of your website is considered a best practice for several reasons. First and foremost, consistency in design creates a seamless and cohesive user experience for visitors navigating between your website and knowledge base. When users encounter a consistent design language, including colors, typography, and layout, they feel more comfortable and confident in their interactions, leading to better engagement and comprehension of the content. Moreover, matching the design of your knowledge base with your website reinforces brand identity and fosters brand recognition. A unified design aesthetic across all digital touchpoints strengthens brand perception and trustworthiness. Additionally, a consistent design makes it easier for users to transition between the website and knowledge base, reducing cognitive load and improving overall usability. Therefore, ensuring harmony between the design elements of your website and knowledge base contributes to a more positive user experience and reinforces your brand image, making it an advisable best practice.

Which of the following CANNOT be inserted when responding in the help desk?

By

Which of the following CANNOT be inserted when responding in the help desk?

  • A snippet
  • An email template
  • A knowledge base
  • A ticket

 

Explanation: When responding in the help desk, you cannot insert a ticket. The purpose of responding within a help desk system is to address customer inquiries, resolve issues, or provide assistance based on existing resources or information. Snippets, email templates, and knowledge base articles are commonly used tools to streamline responses by providing pre-written or standardized content that can be quickly inserted into replies. Snippets offer short, reusable text fragments for common responses or phrases, while email templates provide pre-formatted structures for consistent communication. Knowledge base articles serve as comprehensive resources to address specific topics or questions in detail. However, inserting a ticket into a response would be redundant and impractical, as tickets typically represent customer inquiries or issues that are being addressed rather than being inserted into responses themselves. Therefore, while snippets, email templates, and knowledge base articles are valuable resources for enhancing response efficiency and effectiveness within the help desk, inserting a ticket is not applicable in this context.