________ is for folks who need to create basic, out-of-the-box reporting.
- The report builder
- Service analytics
- The report library
- The report synthesizer
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Hubspot Service Hub Software Certification 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.
Some questions:
Improve the customer experience
Establish listening posts
Collect customer feedback
Understand customer sentiment
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
Today
Tomorrow
Next week
Next year
Customer effort score
Customer satisfaction survey
Net promoter score
Customer advocacy score
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.
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
After every support interaction
Quarterly
Monthly
After every milestone
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
Define your customer journey
Align survey methods and goals
Collect feedback
Analyze feedback
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
Net promoter score
Customer satisfaction survey
Customer acknowledgment survey
Customer effort score
promoters
detractors
passives
marketing team
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
Reporting
Automation
Knowledge base
Tickets
answer a generic question
answer a complicated question
insert a knowledge base article
transfer the email
To escalate a ticket
As an FYI
To transfer ticket ownership
To email the customer
A reusable text block
An email template
The bit of text on a ticket record
A ticket
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
employee
promoter
renewal
marketer
Feeling and thinking
Doing and looking for
Doing and feeling
Doing and planning to do
Average ticket response time
Average ticket response time by rep
Ticket volume by category
All of the above
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
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
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
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
Streamline intake
Provide feedback
Improve experiences with reporting
Triage customer issues
conversations or tickets
your email client
knowledge base
your website
Understand the issue
Find relevant context
Diagnose the problem
Ask for help
Gathering support inquiries
Responding to support inquiries
Reporting and analyzing on support inquiries
Categorizing and routing support inquiries
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
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.
Whenever you get an influx of new customers
When your business practices change
Quarterly
Whenever you get negative feedback
the stages a customer goes through with your company
where your customers physically are
how your prospects become your customers
how your customers renew
Use questions as titles
Use bullet points
Use a casual tone
Use screenshots and GIFs
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
Offer related articles to readers
Restrict knowledge base articles
Add videos to articles
Suggest articles to be written
Ticket close total by rep
Ticket totals over time
Ticket totals by source
Knowledge base article views
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
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
Gather intake
Route tickets
Monitor all social media
Respond to support inquiries
expected value
first value
second impression
extended impression
By persona
By product or service
By author
By customer stage
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.
Make a call
Send an email
Create an internal task for yourself or a colleague
Start a video chat
editing
records customization
views
pipelines
help desk
domain
brain
Conversations inbox
confidence
empathy
products
roadmaps
Net promoter score
Custom feedback survey
Customer effort score
Customer satisfaction survey
Customer effort score
Customer satisfaction survey
Net promoter score
Customer leadership score
First impression
Delighted value
First value
Intended value
It’s immediate
It provides a paper trail
You can insert screenshots and gifs
It’s conversational
respond to support inquiries
receive support inquiries
triage support inquiries
acknowledge support inquiries
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
gets the outcome they expected
renews their account
gets more than they expected
tells their network about your product or service
Any time you get negative feedback on an article
Monthly
Whenever products or service change pertaining to the article
Quarterly
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
It’s an easy way to answer complicated questions.
It’s immediate.
It’s easy to convey tone.
All of the above
views
editing
stores
records customization
To save money
To learn who your advocates are
To understand what your customers think of you
To know what to improve upon
Customer effort score
Net promoter score
Customer satisfaction survey
None of the above
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
Help desk
Customer feedback surveys
Project management
Knowledge base
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
By vmartinez
________ is for folks who need to create basic, out-of-the-box reporting.
By vmartinez
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 _____.
By vmartinez
True or false? All customer portals are password protected.
By vmartinez
True or false? Cross-object reporting exists in the service analytics tool.
By vmartinez
True or false? You can create cross-object reports from the report builder.
By vmartinez
All of the following are benefits of email support EXCEPT: