HubSpot Service Hub Software Certification Exam Answers 2024 [Updated]

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HubSpot Service Hub Software Certification Exam Answers

Update: Last updated Answers for 2024

HubSpot Service Hub Software

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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

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

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

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

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

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

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

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

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

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

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

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

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

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.

True
False

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.

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

True or false? You can create cross-object reports from the report builder.

True
False

True or false? Cross-object reporting exists in the service analytics tool.

True
False

True or false? All customer portals are password protected.

True
False

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.

________ is for folks who need to create basic, out-of-the-box reporting.

The report builder
Service analytics
The report library
The report synthesizer

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.

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.

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

The report builder
The report library
Service analytics
The report customizer

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.

Customer portal is a _______ offering.

knowledge base
help desk
customer feedback
self-service

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