Digital Marketing Certification Course Exam Questions & Answers (DMCCEQA)

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HubSpot Service Hub Software Certification Exam Answers 2023

Service Hub Software, FREE Certification Course, The education is free to go through. If you want to become fully certified there are a few required exercises that use paid features with Pro or Enterprise subscription of HubSpot. The Service Hub Software Certification demonstrates your ability to execute an inbound service strategy using HubSpot's Service Hub.

This certification course consists of six lessons that discuss customer journey mapping, and HubSpot tools such as help desk, knowledge base, and customer feedback. To showcase your knowledge, you’ll be assessed through practical exercises and quizzes at the end of each lesson. At the end of the final lesson, you’ll take a 60 question, multiple-choice exam to earn your certification.

Completing this course will help you:

COURSE CURRICULUM

Customer Journey Mapping
Lesson Description: A customer journey map is a visual representation of the stages or milestones a customer goes through with your company. As such, customer journey maps are an essential tool for building customer empathy throughout your entire organization. This lesson will go through why customer journey mapping is so important, best practices to creating them, and examples of maps in various industries.

Understanding Help Desk
Lesson Description: Learn the importance of a help desk. This lesson covers how to use help desk to gather intake, triage, troubleshoot, solve, and improve upon the customer experience.

Setting up Conversations
Lesson Description: In this lesson, learn how to set up and use Conversations to deliver a frictionless customer experience.

Setting up Tickets
Lesson Description: In this lesson, you’ll learn how to organize and prioritize your customer service efforts by setting up tickets in HubSpot.

Setting up your Knowledge Base
Lesson Description: 76% of customers prefer using self service over speaking with an agent by phone. Self service documentation allows your customers to help themselves, therefore saving your company time and money. In this lesson, you’ll learn what exactly self service is, how to write self-service documentation, and how to create said documentation in HubSpot.

Setting up Customer Feedback and Advocacy
Lesson Description: In this lesson, you’ll learn about HubSpot’s Feedback Framework, as well as how to gather insight into the customer experience by setting up customer feedback surveys in HubSpot.
See full details

Service Hub Software
https://academy.hubspot.com/courses/hubspot-service-software

Courses & Lessons | HubSpot Academy
https://academy.hubspot.com/courses?page=1

Questions & Answers

A customer journey map is a representation of:

A help desk does all of the following EXCEPT:

A service level agreement is a(n)

According to the prioritization matrix, customer issues that are high impact and high cost should be prioritized:

All of following are appropriate ways you can encourage folks to fill out your feedback surveys EXCEPT:

All of the following are benefits of email support EXCEPT:

All of the following are reasons to collect feedback EXCEPT:

All of the following are reasons to @ mention someone on a ticket record EXCEPT:

All of the following are stages of troubleshooting EXCEPT:

An example of a customer using self-service is when they:

An example of an extended value milestone is when a customer:

An example of an intended value milestone is when the customer expected to get her fridge fixed, ________.

fill in the blank: A knowledge base is a ______.

fill in the blank: Companies use customer journey maps to build _______ for their customers.

fill in the blank: Creating a customer journey map will help you identify the journey from customer to ______.

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

fill in the blank: The primary goal of a customer journey map is to ______.

fill in the blank: When creating a customer journey map, you should map out what your customer is ______ and ________.

fill in the blank: When responding to a customer, you should use an email template to______.

fill in the blank: With HubSpot’s help desk, you can streamline and manage your intake within ______.

fill in the blank: With ticket ________, you are able to edit ticket properties according to which team owns the ticket.

fill in the blank: You should use a customer effort score instead of a customer satisfaction survey when you want to understand __________.

fill in the blank: You should use NPS instead of customer satisfaction survey when you want to understand __________.

How do you calculate NPS?

How often should a customer effort score survey be used?

How often should you edit your knowledge base articles?

How often should you revisit your customer journey map to ensure it’s kept up to date?

If you want to know what your customer thinks about their sales experience, which feedback survey should you use?

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

In order to assess customer service agent performance, which of the following reports should you look at?

In terms of a customer journey map, what does intended value refer to?

In terms of customer support, what does triage mean?

Intake is how you _____.

Scenario: Your boss wants to assess how customers feel after a technician visited their home. Which survey should your boss use?

The extended value stage is when you _______.

The four key moments to keep in mind when customer journey mapping are: first impression, ___________, intended value, extended value

The HubSpot knowledge base tool can do all of the following EXCEPT:

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

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

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

True or false? Customer journey maps are only useful for customer-facing individuals.

True or false? Each team within your company should have their own customer journey map.

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

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

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

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

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

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

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

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

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

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

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

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

True or false? You should only include four stages in your customer journey map.

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

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

True or false? Your customer journey map should be written from the perspective of your customer.

True or false? Your leadership team should be the ones to create the customer journey map.

What is a snippet?

What is an advocate?

What’s a good NPS score?

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

When should a company create multiple customer journey maps?

When should you consider using a chatbot?

When should you use multiple ticket pipelines?

Which of the following is a benefit of live chat?

Which of the following is a benefit of phone support?

Which of the following is an appropriate knowledge base title?

Which of the following is an example of when you should use a restricted knowledge base?

Which of the following is NOT a best practice when creating knowledge base articles?

Which of the following is NOT a stage in HubSpot’s feedback framework?

Which of the following is NOT a step when establishing listening posts?

Which of the following is NOT an appropriate way to categorize your knowledge base articles?

Which of the following is NOT an example of an advocacy action?

Which of the following tools is NOT included in HubSpot’s Service Hub?

Which report(s) do yo use to decide which knowledge base articles to write?

Which survey asks the following question: How easy was it for you to handle your issue?

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

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

You can do all of the following from a ticket record EXCEPT:

You should include all of the following stages in your customer journey map EXCEPT:

You should use a call-out in a knowledge base article to:

You should use custom feedback surveys when you want to understand ________.

You want to understand how your customer support team is performing. The best feedback survey to use is:

Your manager wants to know who your primary persona is. The best feedback survey to use is:

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