Latest Service Hub Software Certification Exam Answers 2020

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Updated HubSpot Service Hub Software Certification Questions & Answers:

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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

 

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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

 

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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

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

  • Reporting
  • Automation
  • Knowledge base
  • Tickets

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

  • True
  • False

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

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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

 

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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

 

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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

 

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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
  • 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

 

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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

Here is the answer of the question: 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

 

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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

 

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