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 The correct answer
Read moreService Hub Software Certification Exam Answers
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 The correct
Read moreWhich 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
Read moreWhich 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 correct answer is: Use
Read moreA 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
Read moreHow 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 The
Read moreThe 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.
Read moreFill 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
Read moreIn 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 The correct
Read moreAll of the following are stages of troubleshooting EXCEPT:
Understand the issue Find relevant context Diagnose the problem Ask for help The correct answer is: Ask for help
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