HubSpot Service Hub Software Certification Exam Answers

HubSpot Service Hub Software Certification is given by Hubspot and with HubSpot Service Hub Software Certification you can demonstrate your mastery of hubsport and Create a frictionless customer experience using help desk, Help customers help themselves using knowledge base, Improve the customer experience using feedback and advocacy. One of the question asked in Hubspot certification Exam is, True Or False? Your Leadership Team Should Be The Ones To Create The Customer Journey Map. You have to complete course of 1:42 Hrs of 24 videos, 7 Lessons, and 5 quizzes assessments and receive a minimum score of 80% on each assessment to receive credit. HubSpot Service Hub Software Certification will make you expert in HubSpot Service Hub Software, though which you can gain benefit in your business or career.

 

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ServiceCentreList.com is providing the answer of questions asked in HubSpot Service Hub Software Certification exam. With these answers you will be able to score 100%+ exam and can get HubSpot Service Hub Software Certification. For that you need to just attempt all the questions mentioned for HubSpot Service Hub Software Certification.

 

 

Completing HubSpot Service Hub Software course will help you:

• Create a frictionless customer experience using help desk
• Help customers help themselves using knowledge base
• Improve the customer experience using feedback and advocacy

 

 

HubSpot Service Hub Software Certification Course Content

• Customer Journey Mapping
• Understanding Help Desk
• Setting up Conversations
• Setting up Tickets
• Setting up your Knowledge Base
• Setting up Customer Feedback and Advocacy
• Service Hub Software Certification: Next steps

 

 

Complete HubSpot Service Hub Software Certification Exam Answers

1. True Or False? Your Leadership Team Should Be The Ones To Create The Customer Journey Map.

TRUE
FALSE

2. True Or False? You Should Only Include Four Stages In Your Customer Journey Map.

TRUE
FALSE

3. True Or False? Customer Journey Maps Are Only Useful For Customer-Facing Individuals.

TRUE
FALSE

4. True Or False? When Setting Up Your Conversations Email Inbox, You Should Connect Your Personal Email.

TRUE
FALSE

5. True Or False? The Only Way To Move Tickets To Different Stages Is Manually.

TRUE
FALSE

6. True Or False? It’s A Good Idea To Write Your Knowledge Base Titles As Questions.

TRUE
FALSE

7. True Or False? Experiencing Lower Ticket Volume Is A Good Indicator That Your Knowledge Base Is Working Well.

TRUE
FALSE

8. True Or False? It’s A Best Practice To Send Your NPS Survey To Customers Monthly.

TRUE
FALSE

9. True Or False? You Should Only Ask A Customer To Become An Advocate Over The Phone.

TRUE
FALSE

10. True Or False? Regardless Of How Long It Takes, You Should Respond To Every Single Customer Feedback Survey You Receive.

TRUE
FALSE

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

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

13. According To The Prioritization Matrix, Customer Issues That Are High Impact And High Cost Should Be Prioritized:

Today
Tomorrow
Next week
Next year

14. 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

15. 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

16. 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

17. 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

18. 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

19. 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

20. 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

21. Fill In The Blank: Reach Out To Your ______ To Ask Them To Complete Advocacy Actions.

promoters
detractors
passives
marketing team

22. True Of False? You Can Edit The NPS Question In HubSpot.

TRUE
FALSE

23. In HubSpot, Help Desk Is Comprised Of All Of The Following Tools EXCEPT:

Reporting
Automation
Knowledge base
Tickets

24. 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

25. 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

26. What Is A Snippet?

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

27. 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

28. Fill In The Blank: Creating A Customer Journey Map Will Help You Identify The Journey From Customer To ______.

employee
promoter
renewal
marketer

29. 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

30. 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

31. 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

32. 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

33. 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

34. A Help Desk Does All Of The Following EXCEPT:

Streamline intake
Provide feedback
Improve experiences with reporting
Triage customer issues

35. 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

36. All Of The Following Are Stages Of Troubleshooting EXCEPT:

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

37. 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

38. 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

39. 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.

40. 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

41. 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

42. 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

43. 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

44. 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

45. 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

46. 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

47. 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

48. With Service Hub, You Can Complete All Of The Following Tasks EXCEPT:

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

49. 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

50. True Or False? You Should Only Reach Out To Your Detractors.

TRUE
FALSE

51. 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

52. True Or False? Through Ticket Automation, You Can Move A Ticket From One Stage To Another Based On An Email Response.

TRUE
FALSE

53. 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.

54. 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

55. 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

56. When Setting Up Your Knowledge Base In HubSpot, You Need To Connect Your _______.

help desk
domain
brain
Conversations inbox

57. Fill In The Blank: Companies Use Customer Journey Maps To Build _______ For Their Customers.

confidence
empathy
products
roadmaps

58. 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

59. True Or False? Knowledge Base Articles Should Be Casual, Personable, And Anecdotal.

TRUE
FALSE

60. True Or False? Most People Prefer Using Self-Service Compared To Phone Support.

TRUE
FALSE

61. True Or False? You Could Use An NPS Survey To Assess Overall Sentiment Of Your Employees.

TRUE
FALSE

62. 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

63. 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

64. You Should Include All Of The Following Stages In Your Customer Journey Map EXCEPT:

First impression
Delighted value
First value
Intended value

65. 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

66. Intake Is How You _____.

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

67. 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

68. True Or False? A Knowledge Base Is A Type Of Self-Service.

TRUE
FALSE

69. 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

70. 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

71. 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

72. True Or False? You Should Write New Knowledge Base Articles Every Day.

TRUE
FALSE

73. True Or False? Your Customer Journey Map Should Be Written From The Perspective Of Your Customer.

TRUE
FALSE

74. True Or False? Each Team Within Your Company Should Have Their Own Customer Journey Map.

TRUE
FALSE

75. 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

76. 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

77. 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

78. Which Of The Following Tools Is NOT Included In HubSpot’s Service Hub?

Help desk
Customer feedback surveys
Project management
Knowledge base

79. True Or False? When Writing Custom Feedback Surveys, Use A Variety Of Open-Ended And Closed-Ended Questions.

TRUE
FALSE

80. What’s A Good NPS Score?

Varies by industry
Anything positive
10 or above
20 or above

81. 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

 

82. 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

 

83. With Ticket ______, You Are Able To filter Down Your Tickets

views
editing
stores
records customization

 

84. 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

 

85. True Or False? Customer Effort Score Is Measured On A Three-Point Scale.

TRUE
FALSE

 

86. 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

 

87. How Often Should A Customer Effort Score Survey Be Used?

After every support interaction
Quarterly
Monthly
After every milestone

 

 

88. 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

 

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