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Home - HubSpot Service Hub Software Certification Exam Answers

HubSpot Service Hub Software Certification Exam Answers

True or false? Cross-object reporting exists in the service analytics tool.

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

Customer portal is a _______ offering.

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?

________ is for folks who need to create basic, out-of-the-box reporting.

Agent collision detection tells you when another agent is ________.

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.

What’s the difference between service analytics and the report builder?

True or false? You can create cross-object reports from the report builder.

What is channel switching?

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

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

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

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

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

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

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

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

What type of feedback survey can you add to your live chat?

Custom views in the conversations inbox lets you _________.

If you’re setting up Service Hub reports for the first time, where should you start?

Reports bucketed under the “conversation overview” category give you insight into:

If you’ve never set up service reports in HubSpot before, start with _________.

If your support reps have trouble prioritizing tickets, consider _______.

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

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

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

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

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

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

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

How often should a customer effort score survey be used?

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

How do you calculate NPS?

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

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

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?

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

What is an advocate?

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

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

In terms of customer support, what does triage mean?

All of the following are stages of troubleshooting EXCEPT:

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

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