Service Hub Software

Service Hub Software


Service Hub Software


1 . True or false? Your leadership team should be the ones to create the customer journey map.
2 . True or false? You should only include four stages in your customer journey map.
3 . True or false? Customer journey maps are only useful for customer-facing individuals.
4 . True or false? When setting up your Conversations email inbox, you should connect your personal email.
5 . True or false? The only way to move tickets to different stages is manually.
6 . True or false? It’s a good idea to write your knowledge base titles as questions.
7 . True or false? Experiencing lower ticket volume is a good indicator that your knowledge base is working well.
8 . True or false? It’s a best practice to send your NPS survey to customers monthly.
9 . True or false? You should only ask a customer to become an advocate over the phone.
10 . True or false? Regardless of how long it takes, you should respond to every single customer feedback survey you receive.
11 . Which of the following is NOT a stage in HubSpot’s feedback framework?
12 . What is an advocate?
13 . According to the prioritization matrix, customer issues that are high impact and high cost should be prioritized:
14 . If you want to know what your customer thinks about their sales experience, which feedback survey should you use?
15 . You should use custom feedback surveys when you want to understand ________.
16 . Which of the following is NOT an example of an advocacy action?
17 . How often should a customer effort score survey be used?
18 . How do you calculate NPS?
19 . Which of the following is NOT a step when establishing listening posts?
20 . All of following are appropriate ways you can encourage folks to fill out your feedback surveys EXCEPT:
21 . Scenario: Your boss wants to assess how customers feel after a technician visited their home. Which survey should your boss use?
22 . Fill in the blank: Reach out to your ______ to ask them to complete advocacy actions.
23 . Fill in the blank: You should use a customer effort score instead of a customer satisfaction survey when you want to understand __________.
24 . True or false? You can edit the NPS question in HubSpot.
25 . In HubSpot, help desk is comprised of all of the following tools EXCEPT:
26 . Fill in the blank: When responding to a customer, you should use an email template to______.
27 . All of the following are reasons to @ mention someone on a ticket record EXCEPT:
28 . What is a snippet?
29 . When should a company create multiple customer journey maps?
30 . Fill in the blank: Creating a customer journey map will help you identify the journey from customer to ______.
31 . Fill in the blank: When creating a customer journey map, you should map out what your customer is ______ and ________.
32 . Which report(s) do you use to decide which knowledge base articles to write?
33 . Which of the following is a benefit of phone support?
34 . When should you consider using a chatbot?
35 . When should you use multiple ticket pipelines?
36 . A service level agreement is a(n)
37 . A help desk does all of the following EXCEPT:
38 . Fill in the blank: With HubSpot’s help desk, you can streamline and manage your intake within ______.
39 . All of the following are stages of troubleshooting EXCEPT:
40 . In terms of customer support, what does triage mean?
41 . Fill in the blank: The primary goal of a customer journey map is to ______.
42 . The extended value stage is when you _______.
43 . How often should you revisit your customer journey map to ensure it’s kept up to date?
44 . A customer journey map is a representation of:
45 . Which of the following is NOT a best practice when creating knowledge base articles?
46 . Which of the following is an appropriate knowledge base title?
47 . The HubSpot knowledge base tool can do all of the following EXCEPT:
48 . In order to assess customer service agent performance, which of the following reports should you look at?
49 . You should use a call-out in a knowledge base article to:
50 . Fill in the blank: A knowledge base is a ______.

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