HubSpot service HUB software exam answers

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True or false? A visitor can start a conversation with a chatbot, and then that chatbot can transfer the conversation to a human.

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

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

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

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

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

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

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

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

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

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

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

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

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

What’s a good NPS score?

• Varies by industry
• Anything positive
• 10 or above
• 20 or above

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

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 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

• 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

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

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

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

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 help desk does all of the following EXCEPT:

• Streamline intake
• Provide feedback
• Improve experiences with reporting
• Triage customer issues

All of the following are stages of troubleshooting EXCEPT:

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

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

• Offer related articles to readers
• Restrict knowledge base articles
• Add videos to articles
• Suggest articles to be written

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

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

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

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

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

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

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

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

• help desk
• domain
• brain
• Conversations inbox

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

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.

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.

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

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.

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.

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

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

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

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

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

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

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

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 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

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

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

What is a snippet?

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

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

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

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

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

Customer portal is a _______ offering.

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

________ 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.

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.

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

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

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

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

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

• views
• editing
• stores
• records customization

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.

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

• promoters
• detractors
• passives
• marketing team

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

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

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

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