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.