HubSpot Service Hub Software Certification Exam Answers (2023)

Exam Name: HubSpot Service Hub Software Certification Exam

Exam URL: https://academy.hubspot.com/courses/hubspot-service-software

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HubSpot Service Hub Software Certification Exam Answers

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

Customer portal is a _______ offering.

• knowledge base
• help desk
• customer feedback
• self-service

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

• True
• False

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.

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

• True
• False

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.

True or false? All customer portals are password protected.

• True
• False

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

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

• The report builder
• Service analytics
• The report library
• The report synthesizer

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

• True
• False

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.

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.

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

• True
• False

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.

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.

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.

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

• The report builder
• The report library
• Service analytics
• The report customizer

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.

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

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.

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

• CES
• NPS
• CSAT
• Custom survey

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

• True
• False

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

• True
• False

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

• True
• False

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

• True
• False

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

• True
• False

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

• True
• False

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

• True
• False

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

• True
• False

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

• True
• False

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

• True
• False

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:

• Today
• Tomorrow
• 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
• Quarterly
• Monthly
• 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
• Analyze 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.

• True
• False

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

• Reporting
• Automation
• Knowledge base
• Tickets

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 ______.

• employee
• promoter
• renewal
• marketer

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)

• 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

A help desk does all of the following EXCEPT:

• Streamline intake
• Provide feedback
• 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
• build empathy

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
• Quarterly
• 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

• expected value
• first value
• second impression
• extended impression

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

• True
• False

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

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

• True
• False

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.

• editing
• records customization
• views
• pipelines

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

• help desk
• domain
• brain
• Conversations inbox

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
• False

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

• True
• False

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

• True
• False

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

• True
• False

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

• True
• False

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

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:

• First impression
• Delighted value
• First value
• Intended value

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

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
• False

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
• Quarterly

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
• editing
• stores
• records customization

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

• True
• False

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

• True
• False

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

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

• True
• False

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
• A&B
• None of the above

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

• Help desk
• 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.

• True
• False

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 __________.

• 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

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