Hubspot Service Hub Software Certification Answershttps://www.certificationanswers.com/en/category/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.
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True or false? Your leadership team should be the ones to create the customer journey map.
True or false? You should only include four stages in your customer journey map.
True or false? Customer journey maps are only useful for customer-facing individuals.
True or false? When setting up your Conversations email inbox, you should connect your personal email.
True or false? The only way to move tickets to diﬀerent stages is manually.
True or false? It's a good idea to write your knowledge base titles as questions.
True or false? Experiencing lower ticket volume is a good indicator that your knowledge base is working well.
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? Regardless of how long it takes, you should respond to every single customer feedback survey you receive.
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:
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
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
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
True of false? You can edit the NPS question in HubSpot.
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 . 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 .
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)
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:
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
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
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
second impression extended impression
True or false? You should only reach out to your detractors.
Which of the following is NOT an appropriate way to categorize your knowledge base articles?
By product or service
By customer stage
True or false? Through ticket automation, you can move a ticket from one stage to another based on an email response. True
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.
When setting up your knowledge base in HubSpot, you need to connect your .
Fill in the blank: Companies use customer journey maps to build for their customers.
conﬁdence empathy products roadmaps
True or false? A visitor can start a conversation with a chatbot, and then that chatbot can transfer the conversation to a human. True
True or false? Knowledge base articles should be casual, personable, and anecdotal.
True or false? Most people prefer using self-service compared to phone support. True
True or false? You could use an NPS survey to assess overall sentiment of your employees. True
True or false? Customer eﬀort score is measured on a three-point scale.
Your manager wants to know who your primary persona is. The best feedback survey to use is:
Custom feedback 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:
All of the following are beneﬁts of email support EXCEPT:
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
True or false? A knowledge base is a type of self-service. True
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
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
True or false? You should write new knowledge base articles every day.
True or false? Your customer journey map should be written from the perspective of your customer. True
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 or false? Each team within your company should have their own customer journey map.
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
None of the above
Which of the following tools is NOT included in HubSpot's Service Hub?
Customer feedback surveys Project management Knowledge base
True or false? When writing custom feedback surveys, use a variety of open-ended and closed-ended questions.
What's a good NPS score? Varies by industry Anything positive
10 or above
20 or above
Fill in the blank: You should use NPS instead of customer satisfaction survey when you want to understand .
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