2023 Hubspot Exam Answers Free : HubSpot Service Hub Software Certification Exam Answers
HubSpot Service Hub Software Certification Exam Answers Free

Exam Name: HubSpot Service Hub Software Certification Exam
Exam URL: https://academy.hubspot.com/courses/hubspot-service-software
1. Which report(s) do you 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
2.Customer portal is a _______ offering.
- knowledge base
- help desk
- customer feedback
- self-service
3. True or false? Cross-object reporting exists in the service analytics tool.
- True
- False
4.A customer portal is a __________.
- home base where customers can view, open, and reply to support tickets.
- place where customers can open tickets, but not reply to them.
- HubSpot account for folks who don’t have paid seats.
- place where your customers can buy your products or services.
5.True or false? You cannot edit the look and feel of your customer portal.
- True
- False
6.A customer portal helps customers do all of the following EXCEPT:
- access answers your support team has previously given.
- respond to conversations on their own terms.
- live chat with a support rep.
- know the status of their support tickets.
7. True or false? All customer portals are password protected.
- True
- False
8. What information can a user see in their customer portal?
- How long a rep has to respond to the ticket before an SLA breach
- Ticket replies from customer service agents
- How many other customers have filed a similar ticket
- All of the above
9.________ is for folks who need to create basic, out-of-the-box reporting.
- The report builder
- Service analytics
- The report library
- The report synthesizer
10.True or false? You can create cross-object reports from the report builder
- True
- False
11.What’s the difference between service analytics and the report builder?
- Service analytics has out-of-the-box reports; the report builder requires you to build every report from scratch.
- The report builder has out-of-the-box reports; service analytics requires you to build every report from scratch.
- Service analytics has in-depth reports; the report builder has more generalized reports.
- Service analytics is generally for managers; report builder is for reps.
12. 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 _____.
- close the ticket.
- send the CSAT survey.
- respond to the second customer interaction.
- work on a new ticket.
13.True or false? You can access conversations from the HubSpot mobile app.
- True
- False
14.Agent collision detection tells you when another agent is ________.
- working on the same message.
- about to bump into you on the street.
- available for live chat.
- unavailable for live chat.
15. What is channel switching?
- Switching between responding to a customer and leaving a comment on the customer’s record in conversations.
- Another name for customer portal.
- Going from live chat to Facebook Messenger to email on a single thread.
- Switching from using conversations on desktop to using conversations on your mobile device.
16. If your support reps have trouble prioritizing tickets, consider _______.
- Creating a “high priority” view.
- Setting SLAs.
- Using automation to move tickets to different stages.
- All of the above.
17.If you’ve never set up service reports in HubSpot before, start with _________.
- The report builder
- The report library
- Service analytics
- The report customizer
18.Reports bucketed under the “conversation overview” category give you insight into:
- How your customers are changing over time.
- How effective your knowledge base is.
- How productive your reps are.
- All of the above.
19. If you’re setting up Service Hub reports for the first time, where should you start?
- Service analytics
- Customer report builder
- Report library
- Sales analytics
20.Custom views in the conversations inbox lets you _________.
- Choose which of HubSpot’s predetermined views to pin.
- Create your own views based on ticket and conversation properties.
- Drag and drop conversations to HubSpot’s predetermined views.
- Customize the font of your emails and live chat.
21.What type of feedback survey can you add to your live chat?
- CES
- NPS
- CSAT
- Custom survey
22.True or false? Your leadership team should be the ones to create the customer journey map.
- True
- False
23.True or false? You should only include four stages in your customer journey map.
- True
- False
24.True or false? Customer journey maps are only useful for customer-facing individuals.
- True
- False
25. True or false? When setting up your Conversations email inbox, you should connect your personal email.
- True
- False
26. True or false? The only way to move tickets to different stages is manually.
- True
- False
27.True or false? It’s a good idea to write your knowledge base titles as questions.
- True
- False
28.True or false? Experiencing lower ticket volume is a good indicator that your knowledge base is working well.
- True
- False
29.True or false? It’s a best practice to send your NPS survey to customers monthly.
- True
- False
30.True or false? You should only ask a customer to become an advocate over the phone.
- True
- False
31.True or false? Regardless of how long it takes, you should respond to every single customer feedback survey you receive.
- True
- False
32. 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
33. 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
34.According to the prioritization matrix, customer issues that are high impact and high cost should be prioritized:
- Today
- Tomorrow
- Next week
- Next year
35.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
36.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.
37.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
38.How often should a customer effort score survey be used?
- After every support interaction
- Quarterly
- Monthly
- After every milestone
39.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
40.Which of the following is NOT a step when establishing listening posts?
- Define your customer journey
- Align survey methods and goals
- Collect feedback
- Analyze feedback
41.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
42. 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
43. Fill in the blank: Reach out to your ______ to ask them to complete advocacy actions.
- promoters
- detractors
- passives
- marketing team
44. 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
45. True of false? You can edit the NPS question in HubSpot.
- True
- False
46. In HubSpot, help desk is comprised of all of the following tools EXCEPT:
- Reporting
- Automation
- Knowledge base
- Tickets
47. 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
48. 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
49.What is a snippet?
- A reusable text block
- An email template
- The bit of text on a ticket record
- A ticket
50.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
51. Fill in the blank: Creating a customer journey map will help you identify the journey from customer to ______.
- employee
- promoter
- renewal
- marketer
52. 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
53.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
54. 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
55. 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
56.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
57.A service level agreement is a(n)
- Ticket pipeline
- 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
58. A help desk does all of the following EXCEPT:
- Streamline intake
- Provide feedback
- Improve experiences with reporting
- Triage customer issues
59.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
60.All of the following are stages of troubleshooting EXCEPT:
- Understand the issue
- Find relevant context
- Diagnose the problem
- Ask for help
61. 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
62.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
- build empathy
63.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.
64.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
- Quarterly
- Whenever you get negative feedback
65.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
66. 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
67.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
68. 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
69.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
70.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
71.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
72. With Service Hub, you can complete all of the following tasks EXCEPT:
- Gather intake
- Route tickets
- Monitor all social media
- Respond to support inquiries
73.The four key moments to keep in mind when customer journey mapping are: First impression, ___________, intended value, extended value
- expected value
- first value
- second impression
- extended impression
74.True or false? You should only reach out to your detractors.
- True
- False
75.Which of the following is NOT an appropriate way to categorize your knowledge base articles?
- By persona
- By product or service
- By author
- By customer stage
76.True or false? Through ticket automation, you can move a ticket from one stage to another based on an email response.
- True
- False
77.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.
78.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
79.Fill in the blank: With ticket ________, you are able to edit ticket properties according to which team owns the ticket.
- editing
- records customization
- views
- pipelines
80.When setting up your knowledge base in HubSpot, you need to connect your _______.
- help desk
- domain
- brain
- Conversations inbox
81.Fill in the blank: Companies use customer journey maps to build _______ for their customers.
- confidence
- empathy
- products
- roadmaps
82.True or false? A visitor can start a conversation with a chatbot, and then that chatbot can transfer the conversation to a human.
- True
- False
83.True or false? Knowledge base articles should be casual, personable, and anecdotal.
- True
- False
84.True or false? Most people prefer using self-service compared to phone support.
- True
- False
85.True or false? You could use an NPS survey to assess overall sentiment of your employees.
- True
- False
86. True or false? Customer effort score is measured on a three-point scale.
- True
- False
87.Your manager wants to know who your primary persona is. The best feedback survey to use is:
- Net promoter score
- Custom feedback survey
- Customer effort score
- Customer satisfaction survey
88.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
89.You should include all of the following stages in your customer journey map EXCEPT:
- First impression
- Delighted value
- First value
- Intended value
90. All of the following are benefits of email support EXCEPT:
- It’s immediate
- It provides a paper trail
- You can insert screenshots and gifs
- It’s conversational
91. Intake is how you _____.
- respond to support inquiries
- receive support inquiries
- triage support inquiries
- acknowledge support inquiries
92. 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
93. True or false? A knowledge base is a type of self-service.
- True
- False
94. 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
95.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
- Quarterly
96. 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
97.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
98.With ticket ______, you are able to filter down your tickets
- views
- editing
- stores
- records customization
99.True or false? You should write new knowledge base articles every day.
- True
- False
100. True or false? Your customer journey map should be written from the perspective of your customer.
- True
- False
101.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
- False
102. True or false? Each team within your company should have their own customer journey map.
- True
- False
103.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
104.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
105. 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
- A&B
- None of the above
106.Which of the following tools is NOT included in HubSpot’s Service Hub?
- Help desk
- Customer feedback surveys
- Project management
- Knowledge base
107.True or false? When writing custom feedback surveys, use a variety of open-ended and closed-ended questions.
- True
- False
108.What’s a good NPS score?
- Varies by industry
- Anything positive
- 10 or above
- 20 or above
109.Fill in the blank: You should use NPS instead of 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
110.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:
- Customer effort score
- Customer satisfaction survey
- Net promoter score
- Customer leadership score
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