2023 2024 Hubspot Exam Answers : Service Hub Software Certification
Q.1 – Fill in the blank: Companies use customer journey maps to build _______ for their customers.
- (A) confidence
- (B) empathy
- (C) products
- (D) roadmaps
Q.2 – How often should you revisit your customer journey map to ensure it’s kept up to date?
- (A) Whenever you get an influx of new customers
- (B) When your business practices change
- (C) Quarterly
- (D) Whenever you get negative feedback
Lesson 3 Test Answers
Q.1 – A help desk does all of the following EXCEPT:
- (A) Streamline intake
- (B) Provide feedback
- (C) Improve experiences with reporting
- (D) Triage customer issues
Q.2 – Which of the following is a benefit of phone support?
- (A) It’s cheaper for your company.
- (B) Customers can get immediate help for complicated issues.
- (C) In general, customers prefer phone support to any other type of support.
- (D) All of the above
Q.3 – All of the following are benefits of email support EXCEPT:
- (A) It’s immediate
- (B) It provides a paper trail
- (C) You can insert screenshots and gifs
- (D) It’s conversational
Lesson 4 Test Answers
Q.1 – True or false? When setting up your Conversations email inbox, you should connect your personal email.
- (A) True
- (B) False
Q.2 – When should you consider using a chatbot?
- (A) If human bandwidth is a constraint
- (B) If the cost of making a mistake is low
- (C) If you get a lot of standard questions
- (D) All of the above
Hubspot Service Hub Software Certification Answers 2022 Updated
Lesson 6 Test Answers
Q.1 – Which of the following is a strong option for a knowledge base article title?
- (A) How Do I Connect My Email Account to the Software?
- (B) The Top 5 Ways to Use a Spreadsheet for Marketing (Number 3 Will Surprise You!)
- (C) The Beginner’s Guide to Social Media Marketing
Q.2 – What is self-service?
- (A) Type of service where customers can solve problems without needing live customer support
- (B) One-on-one support from a company, either through live chat or phone
- (C) One-on-one support from a company for a monthly fee
Lesson 7 Test Answers
Q.1 – After mapping out your customer journey, you realize you would like to know more about what your customers think after they purchased your product through a sales rep. The survey you should implement is:
- (A) Customer effort score
- (B) Net promoter score
- (C) Customer satisfaction survey
Q.2 – What survey should you use if you want to understand what a customer thinks of your business as a whole?
- (A) Net promoter score
- (B) Customer effort score
- (C) Customer satisfaction survey
Q.3 – Let’s say you want to understand how your support team is performing. Which survey should you implement?
- (A) Customer effort score
- (B) Net promoter score
- (C) Customer satisfaction survey