HubSpot Service Hub Software Certification Exam Answers 2024

Exam Name: HubSpot Service Hub Software Certification Exam

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1. True or false? Through ticket automation, you can move a ticket from one stage to another based on an email response.
2. True or false? A visitor can start a conversation with a chatbot, and then that chatbot can transfer the conversation to a human.
3. True or false? Most people prefer using self-service compared to phone support.
4. True or false? You could use an NPS survey to assess overall sentiment of your employees.
5. True or false? Customer effort score is measured on a three-point scale.
6. True or false? It’s a good idea to write your knowledge base titles as questions.
7. True or false? Experiencing lower ticket volume is a good indicator that your knowledge base is working well.
8. True or false? It’s a best practice to send your NPS survey to customers monthly.
9. True or false? You should only ask a customer to become an advocate over the phone.
10. True or false? Regardless of how long it takes, you should respond to every single customer feedback survey you receive.
11. True or false? You should only reach out to your detractors.
12. True of false? You can edit the NPS question in HubSpot.
13. True or false? Your leadership team should be the ones to create the customer journey map.
14. True or false? You should only include four stages in your customer journey map.
15. True or false? Customer journey maps are only useful for customer-facing individuals.
16. True or false? When setting up your Conversations email inbox, you should connect your personal email.
17. True or false? The only way to move tickets to different stages is manually.
18. True or false? Knowledge base articles should be casual, personable, and anecdotal.
19. Which of the following is NOT a stage in HubSpot’s feedback framework?
20. What is an advocate?
21. According to the prioritization matrix, customer issues that are high impact and high cost should be prioritized:
22. If you want to know what your customer thinks about their sales experience, which feedback survey should you use?
23. You should use custom feedback surveys when you want to understand ________.
24. Which of the following is NOT an example of an advocacy action?
25. How often should a customer effort score survey be used?
26. How do you calculate NPS?
27. Which of the following is NOT a step when establishing listening posts?
28. All of following are appropriate ways you can encourage folks to fill out your feedback surveys EXCEPT:
29. Scenario: Your boss wants to assess how customers feel after a technician visited their home. Which survey should your boss use?
30. Fill in the blank: Reach out to your ______ to ask them to complete advocacy actions.
31. Fill in the blank: You should use a customer effort score instead of a customer satisfaction survey when you want to understand __________.
32. In HubSpot, help desk is comprised of all of the following tools EXCEPT:
33. Fill in the blank: When responding to a customer, you should use an email template to______.
34. All of the following are reasons to @ mention someone on a ticket record EXCEPT:
35. What is a snippet?
36. When should a company create multiple customer journey maps?
37. Fill in the blank: Creating a customer journey map will help you identify the journey from customer to ______.
38. Fill in the blank: When creating a customer journey map, you should map out what your customer is ______ and ________.
39. Which report(s) do yo use to decide which knowledge base articles to write?
40. Which of the following is a benefit of phone support?
41. When should you consider using a chatbot?
42. When should you use multiple ticket pipelines?
43. A service level agreement is a(n)
44. A help desk does all of the following EXCEPT:
45. Fill in the blank: With HubSpot’s help desk, you can streamline and manage your intake within ______.
46. All of the following are stages of troubleshooting EXCEPT:
47. In terms of customer support, what does triage mean?
48. Fill in the blank: The primary goal of a customer journey map is to ______.
49. The extended value stage is when you _______.
50. How often should you revisit your customer journey map to ensure it’s kept up to date?
51. A customer journey map is a representation of:
52. Which of the following is NOT a best practice when creating knowledge base articles?
53. Which of the following is an appropriate knowledge base title?
54. The HubSpot knowledge base tool can do all of the following EXCEPT:
55. In order to assess customer service agent performance, which of the following reports should you look at?
56. You should use a call-out in a knowledge base article to:
57. Fill in the blank: A knowledge base is a ______.
58. With Service Hub, you can complete all of the following tasks EXCEPT:
59. The four key moments to keep in mind when customer journey mapping are: First impression, ___________, intended value, extended value
60. Which of the following is NOT an appropriate way to categorize your knowledge base articles?
61. An example of an intended value milestone is when the customer expected to get her fridge fixed, ________.
62. You can do all of the following from a ticket record EXCEPT:
63. Fill in the blank: With ticket ________, you are able to edit ticket properties according to which team owns the ticket.
64. When setting up your knowledge base in HubSpot, you need to connect your _______.
65. Fill in the blank: Companies use customer journey maps to build _______ for their customers.
66. Your manager wants to know who your primary persona is. The best feedback survey to use is:
67. You want to understand how your customer support team is performing. The best feedback survey to use is:
68. You should include all of the following stages in your customer journey map EXCEPT:
69. All of the following are benefits of email support EXCEPT:
70. Intake is how you _____.
71. In terms of a customer journey map, what does intended value refer to?
72. An example of an extended value milestone is when a customer:
73. How often should you edit your knowledge base articles?
74. An example of a customer using self-service is when they:
75. Which of the following is a benefit of live chat?
76. With ticket ______, you are able to filter down your tickets
77. All of the following are reasons to collect feedback EXCEPT:
78. Which survey asks the following question: How easy was it for you to handle your issue?
79. Which of the following is an example of when you should use a restricted knowledge base?
80. Which of the following tools is NOT included in HubSpot’s Service Hub?
81. True or false? When writing custom feedback surveys, use a variety of open-ended and closed-ended questions.
82. What’s a good NPS score?
83. Fill in the blank: You should use NPS instead of customer satisfaction survey when you want to understand __________.
84. True or false? A knowledge base is a type of self-service.
85. True or false? You should write new knowledge base articles every day.
86. True or false? Your customer journey map should be written from the perspective of your customer.
87. 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.
88. True or false? Each team within your company should have their own customer journey map.
89. Which report(s) do you use to decide which knowledge base articles to write?
90. If you’re setting up Service Hub reports for the first time, where should you start?
91. A customer portal is a __________.
92. True or false? You cannot edit the look and feel of your customer portal.
93. If your support reps have trouble prioritizing tickets, consider _______.
94. All of the following are benefits of email support EXCEPT:
95. True or false? You can create cross-object reports from the report builder.
96. True or false? Cross-object reporting exists in the service analytics tool.
97. True or false? All customer portals are password protected.
98. 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 _____.
99. ________ is for folks who need to create basic, out-of-the-box reporting.
100. A customer portal helps customers do all of the following EXCEPT:
101. What information can a user see in their customer portal?
102. What’s the difference between service analytics and the report builder?
103. If you’ve never set up service reports in HubSpot before, start with _________.
104. Reports bucketed under the “conversation overview” category give you insight into:
105. Customer portal is a _______ offering.
106. True or false? When connecting your email to help desk, you should connect your personal email.
107. True or false? It’s best practice to match your knowledge base design with the design of your website.
108. Which of the following CANNOT be done from your help desk?
109. Select all that apply. AI allows you to do which of the following in your help desk?
110. Which of the following CANNOT be inserted when responding in the help desk?
111. Fill in the blank: With HubSpot’s help desk, you can streamline intake by_________.
112. Select all that apply. What intake methods can you connect to HubSpot?
113. Select all that apply. You can create SLAs based on which of the following?
114. Select all that apply. AI helps you write your knowledge base articles in which of the following ways?
115. 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:
116. What type of feedback survey can you add to your live chat?
117. Custom views in the conversations inbox lets you _________.
118. What is channel switching?
119. Agent collision detection tells you when another agent is ________.
120. True or false? You can access conversations from the HubSpot mobile app.