HubSpot Service Hub Software Certification Answers

Exam Name: HubSpot Service Hub Software Certification Exam Exam URL: https://academy.hubspot.com/courses/hubspot-service-software Credit: https://academy.hubspot.com/ All rights and credit go to HubSpot as they are the sole owner and original creator of the test.
  • Scenario: Your boss wants to assess how customers feel after a technician visited their home. Which survey should your boss use?
  • True or false? Each team within your company should have their own customer journey map.
  • 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.
  • Fill in the blank: Creating a customer journey map will help you identify the journey from customer to ______.
  • True or false? You should write new knowledge base articles every day.
  • Intake is how you _____.
  • All of the following are benefits of email support EXCEPT:
  • You want to understand how your customer support team is performing. The best feedback survey to use is:
  • You should include all of the following stages in your customer journey map EXCEPT:
  • Your manager wants to know who your primary persona is. The best feedback survey to use is:
  • All of following are appropriate ways you can encourage folks to fill out your feedback surveys EXCEPT:
  • You should use custom feedback surveys when you want to understand ________.
  • True or false? Customer effort score is measured on a three-point scale.
  • Which of the following is NOT a step when establishing listening posts?
  • If you want to know what your customer thinks about their sales experience, which feedback survey should you use?
  • True or false? You could use an NPS survey to assess overall sentiment of your employees.
  • True or false? A visitor can start a conversation with a chatbot, and then that chatbot can transfer the conversation to a human.
  • How do you calculate NPS?
  • According to the prioritization matrix, customer issues that are high impact and high cost should be prioritized:
  • Fill in the blank: Companies use customer journey maps to build _______ for their customers.
  • How often should a customer effort score survey be used?
  • What is an advocate?
  • When setting up your knowledge base in HubSpot, you need to connect your _______.
  • Which of the following is NOT an example of an advocacy action?
  • Which of the following is NOT a stage in HubSpot’s feedback framework?
  • True or false? Regardless of how long it takes, you should respond to every single customer feedback survey you receive.
  • All of the following are stages of troubleshooting EXCEPT:
  • True or false? Most people prefer using self-service compared to phone support.
  • True or false? Knowledge base articles should be casual, personable, and anecdotal.
  • Fill in the blank: With ticket ________, you are able to edit ticket properties according to which team owns the ticket.
  • You can do all of the following from a ticket record EXCEPT:
  • An example of an intended value milestone is when the customer expected to get her fridge fixed, ________.
  • True or false? Through ticket automation, you can move a ticket from one stage to another based on an email response.
  • Which of the following is NOT an appropriate way to categorize your knowledge base articles?
  • Fill in the blank: A knowledge base is a ______.
  • Which report(s) do yo use to decide which knowledge base articles to write?
  • True or false? You should only ask a customer to become an advocate over the phone.
  • True or false? It’s a best practice to send your NPS survey to customers monthly.
  • Fill in the blank: With HubSpot’s help desk, you can streamline and manage your intake within ______.
  • With ticket ______, you are able to filter down your tickets
  • How often should you revisit your customer journey map to ensure it’s kept up to date?
  • Fill in the blank: The primary goal of a customer journey map is to ______.
  • A help desk does all of the following EXCEPT:
  • True or false? You should only reach out to your detractors.
  • The four key moments to keep in mind when customer journey mapping are: First impression, ___________, intended value, extended value
  • When should you use multiple ticket pipelines?
  • When should you consider using a chatbot?
  • When should a company create multiple customer journey maps?
  • What is a snippet?
  • All of the following are reasons to @ mention someone on a ticket record EXCEPT:
  • True or false? Experiencing lower ticket volume is a good indicator that your knowledge base is working well.
  • Which of the following is a benefit of live chat?
  • The extended value stage is when you _______.
  • With Service Hub, you can complete all of the following tasks EXCEPT:
  • True or false? It’s a good idea to write your knowledge base titles as questions.
  • True or false? Your leadership team should be the ones to create the customer journey map.
  • An example of a customer using self-service is when they:
  • In terms of customer support, what does triage mean?
  • You should use a call-out in a knowledge base article to:
  • In HubSpot, help desk is comprised of all of the following tools EXCEPT:
  • True or false? The only way to move tickets to different stages is manually.
  • How often should you edit your knowledge base articles?
  • In order to assess customer service agent performance, which of the following reports should you look at?
  • True or false? When setting up your Conversations email inbox, you should connect your personal email.
  • An example of an extended value milestone is when a customer:
  • The HubSpot knowledge base tool can do all of the following EXCEPT:
  • Which of the following is a benefit of phone support?
  • True of false? You can edit the NPS question in HubSpot.
  • Fill in the blank: You should use a customer effort score instead of a customer satisfaction survey when you want to understand __________.
  • Fill in the blank: Reach out to your ______ to ask them to complete advocacy actions.
  • True or false? Customer journey maps are only useful for customer-facing individuals.
  • True or false? A knowledge base is a type of self-service.
  • A service level agreement is a(n).
  • Which of the following is an appropriate knowledge base title?
  • Fill in the blank: When creating a customer journey map, you should map out what your customer is ______ and ________.
  • True or false? You should only include four stages in your customer journey map.
  • In terms of a customer journey map, what does intended value refer to?
  • Which of the following is NOT a best practice when creating knowledge base articles?
  • Fill in the blank: When responding to a customer, you should use an email template to______.
  • True or false? Your leadership team should be the ones to create the customer journey map.

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