HubSpot Service Hub Software Certification Answers [2021]

Here’s what you need to know before taking this exam:

• There are 60 questions.
• The exam takes about 1 hour to complete.
• You must answer 45 questions correctly to pass.
• You must wait 12 hours between attempts.
• You have 3 hours to complete the exam.
• Check your answers before submitting. You can’t go back and change them after you click submit.

Good luck.

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

• 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? You should only include four stages in your customer journey map

• True
• False

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

• 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? 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? You could use an NPS survey to assess overall sentiment of your employees.

• True
• False

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

• True
• False

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

• 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

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

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

How often should a customer effort score survey be used?

• After every support interaction
• Quarterly
• Monthly
• After every milestone

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

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

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

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

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

• employee
• promoter
• renewal
• marketer

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

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

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 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 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

Intake is how you _____.

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

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

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

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 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

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

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

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

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

• Help desk
• Customer feedback surveys
• Project management
• Knowledge base

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

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

• True
• False

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 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

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

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

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

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

• help desk
• domain
• brain
• Conversations inbox

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