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
Hubspot Service Hub Software Certification Answers
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.
- 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_________.
- Agent collision detection tells you when another agent is ________.
- True or false? You can access conversations from the HubSpot mobile app.
- What is channel switching?
- Custom views in the conversations inbox lets you _________.
- What type of feedback survey can you add to your live chat?
- 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:
- Which report(s) do you use to decide which knowledge base articles to write?
- 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.
- If your support reps have trouble prioritizing tickets, consider _______.
- All of the following are benefits of email support EXCEPT:
- True or false? You can create cross-object reports from the report builder.
- True or false? Cross-object reporting exists in the service analytics tool.
- True or false? All customer portals are password protected.
- 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 _____.
- ________ is for folks who need to create basic, out-of-the-box reporting.
- A customer portal helps customers do all of the following EXCEPT:
- What information can a user see in their customer portal?
- What’s the difference between service analytics and the report builder?
- If you’ve never set up service reports in HubSpot before, start with _________.
- Reports bucketed under the “conversation overview” category give you insight into:
- Customer portal is a _______ offering.
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
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
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
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
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
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
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
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
If your support reps have trouble prioritizing tickets, consider _______.
If your support reps have trouble prioritizing tickets, consider _______.
- Creating a “high priority” view.
- Setting SLAs.
- Using automation to move tickets to different stages.
- All of the above.
Explanation: The correct answer is ‘All of the above.’ When support representatives encounter difficulties in prioritizing tickets effectively, implementing multiple strategies can enhance their efficiency and streamline the ticket management process. Creating a ‘high priority’ view allows support reps to quickly identify and focus on tickets that require immediate attention, ensuring that critical issues are addressed promptly. Setting Service Level Agreements (SLAs) establishes clear guidelines for response and resolution times, helping prioritize tickets based on their urgency and importance. By defining SLAs, support teams can ensure that they allocate resources appropriately and meet customer expectations for timely resolution. Additionally, leveraging automation to move tickets to different stages based on predefined criteria further enhances efficiency by automating repetitive tasks and ensuring that tickets are routed to the appropriate teams or individuals for resolution. By combining these approaches, support organizations can optimize their ticket prioritization processes, improve response times, and enhance overall customer satisfaction. Therefore, the statement that all of the listed strategies should be considered if support reps have trouble prioritizing tickets is correct, as it acknowledges the multifaceted nature of effective ticket management and the value of implementing complementary strategies to address prioritization challenges comprehensively.
True or false? You cannot edit the look and feel of your customer portal.
True or false? You cannot edit the look and feel of your customer portal.
- True
- False
Explanation: The selected answer, ‘False,’ is correct. It is false that you cannot edit the look and feel of your customer portal. In fact, most modern customer support platforms, including HubSpot, offer extensive customization options for the customer portal to align it with your brand identity and provide a seamless user experience. These customization features typically allow you to personalize the portal’s appearance by adding your company logo, choosing brand colors, and customizing the layout and design elements such as fonts and styling. Additionally, you can often customize the content displayed on the portal’s pages, including the home page, ticket submission forms, knowledge base articles, and support resources. By customizing the look and feel of your customer portal, you can create a cohesive and branded experience for your customers, reinforcing your company’s identity and enhancing user engagement and satisfaction. Therefore, the statement that you cannot edit the look and feel of your customer portal is false, as modern customer support platforms provide robust customization options to tailor the portal to your specific brand requirements and preferences.
A customer portal is a __________.
A customer portal is a __________.
- home base where customers can view, open, and reply to support tickets.
- place where customers can open tickets, but not reply to them.
- HubSpot account for folks who don’t have paid seats.
- place where your customers can buy your products or services.
Explanation: The selected answer, ‘home base where customers can view, open, and reply to support tickets,’ accurately describes what a customer portal entails. A customer portal serves as a centralized platform where customers can access various self-service options related to their support needs. It allows customers to view their support history, including past interactions and ticket statuses, empowering them with visibility and transparency into their inquiries. Additionally, customers can open new support tickets directly from the portal, providing a convenient and accessible channel for requesting assistance. Moreover, the ability for customers to reply to support tickets within the portal fosters seamless communication between customers and support teams, enabling efficient collaboration and resolution of issues. By offering a customer portal, businesses enhance the overall customer experience by providing self-service capabilities and empowering customers to manage their support interactions independently. Therefore, the description provided aligns with the functionalities and benefits typically associated with a customer portal, making it the correct answer option.
If you’re setting up Service Hub reports for the first time, where should you start?
If you’re setting up Service Hub reports for the first time, where should you start?
- Service analytics
- Customer report builder
- Report library
- Sales analytics
Explanation: The selected answer, ‘Service analytics,’ is the correct starting point when setting up Service Hub reports for the first time. Service analytics provides a comprehensive overview of key performance metrics and insights related to your customer service operations, making it an ideal starting point for understanding your team’s performance, identifying trends, and gaining actionable insights. By accessing service analytics, you can explore metrics such as ticket volume, response times, resolution rates, customer satisfaction scores, and more, allowing you to assess the effectiveness of your support efforts and identify areas for improvement. Additionally, service analytics often offers customizable dashboards and reports tailored to your specific service metrics, making it easier to track progress over time and make data-driven decisions to optimize your service operations. Therefore, starting with service analytics provides a foundational understanding of your customer service performance and sets the stage for leveraging data-driven insights to enhance the overall customer experience and drive business success within the Service Hub platform.
Which report(s) do you use to decide which knowledge base articles to write?
Which report(s) do you 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
Explanation: The report(s) you use to decide which knowledge base articles to write is Ticket volume by category. Understanding the distribution of ticket volume by category provides valuable insights into the most common or recurring issues faced by customers, thereby guiding the creation of relevant knowledge base articles to address these issues proactively. By analyzing ticket volume by category, support teams can identify trends, patterns, and areas where customers frequently encounter challenges or require assistance. This data-driven approach ensures that knowledge base articles are prioritized based on customer needs and preferences, leading to more effective self-service resources and a reduction in support ticket volume over time. While average ticket response time and average ticket response time by rep are important metrics for assessing support team performance and efficiency, they do not directly inform decisions about which knowledge base articles to write. Instead, these metrics focus on the speed and quality of support interactions, which can be optimized separately from knowledge base content creation. Therefore, the correct answer is Ticket volume by category.