HubSpot Service Hub Software Certification Exam Answers 2024

100% Free & updated HubSpot Service Hub Software Certification Exam Questions & Answers.

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HubSpot Service Hub Software Assessment Details:

• Time limit: 3 Hours
• Questions: 60 questions
• Pass rate: 80% or higher to pass
• Retake period: If you don’t pass the assessment, you can take it after 12 hours.

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To take the HubSpot Service Hub Software Exam follow the below steps

👣 Step 1: Click Here and sign in with your HubSpot account.

👣 Step 2: Start your exam.

👣 Step 3: Copy (Ctrl+C) the question from the HubSpot Service Hub Software Exam section and then find (Ctrl+F) the question from here and get the correct answer.

👣 Step 4: After completing the exam, you will get your HubSpot Service Hub Software certification.

(Click on the questions, to get the correct answers)

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

✅ 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? Most people prefer using self-service compared to phone support.

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

✅ True or false? Customer effort score is measured on a three-point scale.

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

✅ 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? You should only ask a customer to become an advocate over the phone.

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

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

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

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

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

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

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

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

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

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

✅ What is an advocate?

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

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

Download HubSpot Service Hub Software Exam Answers – PDF

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

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

✅ How often should a customer effort score survey be used?

✅ How do you calculate NPS?

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

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

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

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

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

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

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

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

✅ What is a snippet?

✅ When should a company create multiple customer journey maps?

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

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

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

✅ Which of the following is a benefit of phone support?

✅ When should you consider using a chatbot?

✅ When should you use multiple ticket pipelines?

✅ A service level agreement is a(n)

✅ A help desk does all of the following EXCEPT:

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

✅ All of the following are stages of troubleshooting EXCEPT:

✅ In terms of customer support, what does triage mean?

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

✅ The extended value stage is when you _______.

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

✅ A customer journey map is a representation of:

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

✅ Which of the following is an appropriate knowledge base title?

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

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

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

✅ Fill in the blank: A knowledge base is a ______.

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

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

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

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

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

Download HubSpot Service Hub Software Exam Answers – PDF

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

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

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

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

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

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

✅ All of the following are benefits of email support EXCEPT:

✅ Intake is how you _____.

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

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

✅ How often should you edit your knowledge base articles?

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

✅ Which of the following is a benefit of live chat?

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

✅ All of the following are reasons to collect feedback EXCEPT:

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

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

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

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

✅ What’s a good NPS score?

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

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

✅ 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? 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? Each team within your company should have their own customer journey map.

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

✅ If you’re setting up Service Hub reports for the first time, where should you start?

✅ A customer portal is a __________.

✅ True or false? You cannot edit the look and feel of your customer portal.

✅ If your support reps have trouble prioritizing tickets, consider _______.

✅ All of the following are benefits of email support EXCEPT:

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

Download HubSpot Service Hub Software Exam Answers – PDF

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

✅ True or false? All customer portals are password protected.

✅ 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 _____.

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

✅ A customer portal helps customers do all of the following EXCEPT:

✅ What information can a user see in their customer portal?

✅ What’s the difference between service analytics and the report builder?

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

✅ Reports bucketed under the “conversation overview” category give you insight into:

✅ Customer portal is a _______ offering.

Download HubSpot Service Hub Software Exam Answers – PDF

✅ True or false? When connecting your email to help desk, you should connect your personal email.

✅ True or false? It’s best practice to match your knowledge base design with the design of your website.

✅ Which of the following CANNOT be done from your help desk?

✅ Select all that apply. AI allows you to do which of the following in your help desk?

✅ Which of the following CANNOT be inserted when responding in the help desk?

✅ Fill in the blank: With HubSpot’s help desk, you can streamline intake by_________.

✅ Select all that apply. What intake methods can you connect to HubSpot?

✅ Select all that apply. You can create SLAs based on which of the following?

✅ Select all that apply. AI helps you write your knowledge base articles in which of the following ways?

✅ You want to understand how easy it is for your customers to get their questions answered from your support team. The appropriate feedback survey to use is:

✅ What type of feedback survey can you add to your live chat?

✅ Custom views in the conversations inbox lets you _________.

✅ What is channel switching?

✅ Agent collision detection tells you when another agent is ________.

✅ True or false? You can access conversations from the HubSpot mobile app.