HubSpot Service Hub Software Certification Exam Answers

Clear My Certification May 7, 2024 HubSpot Leave a comment 44 Views

HubSpot Service Hub is a comprehensive customer service software offered by HubSpot, a leading provider of inbound marketing, sales, and customer relationship management (CRM) solutions. Service Hub is designed to help businesses manage and improve their customer support operations, streamline communication, and enhance customer satisfaction. Here are some key features and capabilities of HubSpot Service Hub:

Ticketing System: Service Hub provides a centralized platform for managing customer inquiries, support requests, and issues through a ticketing system. This allows customer service teams to efficiently track, prioritize, and resolve customer tickets.
Knowledge Base: Service Hub enables businesses to create and maintain a knowledge base where customers can find answers to common questions, troubleshoot issues, and access self-service resources. This helps reduce the workload on support teams and empowers customers to find solutions independently.
Live Chat: Service Hub includes live chat functionality that allows businesses to engage with website visitors in real-time, provide immediate assistance, and support. This feature helps in converting leads, addressing customer queries promptly, and delivering personalized support experiences.
Automation: HubSpot Service Hub offers automation tools to streamline repetitive tasks and workflows in customer service operations. This includes automated ticket routing, email responses, follow-up actions, and task assignments, which improve efficiency and productivity for support teams.
Customer Feedback: Service Hub enables businesses to collect, analyze, and act on customer feedback through surveys, ratings, reviews, and feedback forms. This feedback helps businesses understand customer sentiment, identify areas for improvement, and enhance the overall customer experience.
Reporting and Analytics: Service Hub provides robust reporting and analytics tools to track key performance metrics, such as ticket volume, response times, resolution rates, customer satisfaction scores, and agent performance. These insights enable businesses to measure the effectiveness of their support efforts, identify trends, and make data-driven decisions for continuous improvement.
Integration: HubSpot Service Hub integrates seamlessly with other HubSpot products, such as Marketing Hub, Sales Hub, and CRM, as well as with third-party applications and tools. This integration allows businesses to create a unified customer experience across marketing, sales, and support channels, and ensures smooth data flow and collaboration across teams.

Overall, HubSpot Service Hub is a powerful solution for businesses looking to deliver exceptional customer support, build stronger relationships with customers, and drive long-term loyalty and satisfaction.

HubSpot Service Hub Software Certification Exam Answers

Question 1: 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

Question 2: True or false? Knowledge base articles should be casual, personable, and anecdotal.

True
False

Question 3: True or false? It’s a good idea to write your knowledge base titles as questions.

True
False

Question 4: True or false? Most people prefer using self-service compared to phone support.

True
False

Question 5: True or false? Experiencing lower ticket volume is a good indicator that your knowledge base is working well.

True
False

Question 6: True or false? It’s a best practice to send your NPS survey to customers monthly.

True
False

Question 7: True or false? You should only ask a customer to become an advocate over the phone.

True
False

Question 8: True or false? When writing custom feedback surveys, use a variety of open-ended and closed-ended questions.

True
False

Question 9: True or false? Regardless of how long it takes, you should respond to every single customer feedback survey you receive.

True
False

Question 10: 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

Question 11: 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

Question 12: 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

Question 13: 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

Question 14: How often should a customer effort score survey be used?

After every support interaction
Quarterly
Monthly
After every milestone

Question 15: 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

Question 16: 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

Question 17: Fill in the blank: Reach out to your ______ to ask them to complete advocacy actions.

promoters
detractors
passives
marketing team

Question 18: In HubSpot, help desk is comprised of all of the following tools EXCEPT:

Reporting
Automation
Knowledge base
Tickets

Question 19: 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

Question 20: 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

Question 21: 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

Question 22: 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

Question 23: A help desk does all of the following EXCEPT:

Streamline intake
Provide feedback
Improve experiences with reporting
Triage customer issues

Question 24: 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

Question 25: All of the following are stages of troubleshooting EXCEPT:

Understand the issue
Find relevant context
Diagnose the problem
Ask for help

Question 26: 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

Question 27: 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

Question 28: 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

Question 29: 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

Question 30: 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

Question 31: 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

Question 32: True or false? A knowledge base is a type of self-service.

True
False

Question 33: 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

Question 34: 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

Question 35: 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

Question 36: 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

Question 37: 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

Question 38: With ticket ______, you are able to filter down your tickets

views
editing
stores
records customization

Question 39: True or false? You should write new knowledge base articles every day.

True
False

Question 40: True or false? Cross-object reporting exists in the service analytics tool.

True
False

Question 41: 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.

Question 42: True or false? You cannot edit the look and feel of your customer portal.

True
False

Question 43: 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.

Question 44: True or false? All customer portals are password protected.

True
False

Question 45: 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

Question 46: Customer portal is a _______ offering.

knowledge base
help desk
customer feedback
self-service

Question 47: ________ is for folks who need to create basic, out-of-the-box reporting.

The report builder
Service analytics
The report library
The report synthesizer

Question 48: True or false? You can create cross-object reports from the report builder.

True
False

Question 49: 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.

Question 50: 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.

Question 51: 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.

Question 52: 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.

Question 53: What type of feedback survey can you add to your live chat?

CES
NPS
CSAT
Custom survey

Question 54: 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.

Question 55: What’s a good NPS score?

Varies by industry
Anything positive
10 or above
20 or above

Question 56: Which of the following tools is NOT included in HubSpot’s Service Hub?

Help desk
Customer feedback surveys
Project management
Knowledge base

Question 57: 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

Question 58: True or false? Each team within your company should have their own customer journey map.

True
False

Question 59: 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

Question 60: True or false? Your customer journey map should be written from the perspective of your customer.

True
False

Question 61: 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

Question 62: 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

Question 63: Intake is how you _____.

respond to support inquiries
receive support inquiries
triage support inquiries
acknowledge support inquiries

Question 64: You should include all of the following stages in your customer journey map EXCEPT:

First impression
Delighted value
First value
Intended value

Question 65: 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

Question 66: True or false? Customer effort score is measured on a three-point scale.

True
False

Question 67: True or false? You could use an NPS survey to assess overall sentiment of your employees.

True
False

Question 68: Fill in the blank: Companies use customer journey maps to build _______ for their customers.

conﬁdence
empathy
products
roadmaps

Question 69: When setting up your knowledge base in HubSpot, you need to connect your _______.

help desk
domain
brain
Conversations inbox

Question 70: 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

Question 71: 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.

Question 72: True or false? Through ticket automation, you can move a ticket from one stage to another based on an email response.

True
False

Question 73: True or false? You should only reach out to your detractors.

True
False

Question 74: 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

Question 75: With Service Hub, you can complete all of the following tasks EXCEPT:

Gather intake
Route tickets
Monitor all social media
Respond to support inquiries

Question 76: 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

Question 77: 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

Question 78: 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

Question 79: 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
Quarterly
When your business practices change
Whenever you get negative feedback

Question 80: 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.

Question 81: 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

Question 82: Fill in the blank: Creating a customer journey map will help you identify the journey from customer to ______.

employee
promoter
renewal
marketer

Question 83: 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

Question 84: 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

Question 85: 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

Question 86: 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

Question 87: 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

Question 88: What is a snippet?

A reusable text block
An email template
The bit of text on a ticket record
A ticket

Question 89: True of false? You can edit the NPS question in HubSpot.

True
False

Question 90: 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

Question 91: 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

Question 92: 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

Question 93: 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

Question 94: 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

Question 95: 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.

Question 96: 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

Question 97: According to the prioritization matrix, customer issues that are high impact and high cost should be prioritized:

Today
Tomorrow
Next week
Next year

Question 98: 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

Question 99: 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

Question 100: True or false? The only way to move tickets to different stages is manually.

True
False

Question 101: True or false? Customer journey maps are only useful for customer-facing individuals.

True
False

Question 102: True or false? When setting up your Conversations email inbox, you should connect your personal email.

True
False

Question 103: True or false? You should only include four stages in your customer journey map.

True
False

Question 104: True or false? Your leadership team should be the ones to create the customer journey map.

True
False

Question 105: 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

Question 106: True or false? You can access conversations from the HubSpot mobile app.

True
False

Question 107: If you’ve never set up service reports in HubSpot before, start with _________.

The report builder
The report library
Service analytics
The report customizer

Question 108: Which report(s) do you use to decide which knowledge base articles to write?

True
False

Question 109: 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.

Question 110: A customer portal is a __________.