You can access the course from here: Hubspot Service Hub Software Course
Table of Contents
True or false? Your leadership team should be the ones to create the customer journey map.
- 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? You should only include four stages in your customer journey map
- True
- False
True or false? When setting up your Conversations email inbox, you should connect your personal email.
- 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? 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? You could use an NPS survey to assess overall sentiment of your employees.
- True
- False
True or false? When writing custom feedback surveys, use a variety of open-ended and closed-ended questions.
- True
- False
True or false? Regardless of how long it takes, you should respond to every single customer feedback survey you receive.
- 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
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
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
How often should a customer effort score survey be used?
- After every support interaction
- Quarterly
- Monthly
- After every milestone
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
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
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
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
Fill in the blank: Creating a customer journey map will help you identify the journey from customer to ______.
- employee
- promoter
- renewal
- marketer
You should include all of the following stages in your customer journey map EXCEPT:
- First impression
- Delighted value
- First value
- Intended value
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 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 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
Intake is how you _____.
- respond to support inquiries
- receive support inquiries
- triage support inquiries
- acknowledge support inquiries
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
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
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 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
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
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
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
Which of the following tools is NOT included in HubSpot’s Service Hub?
- Help desk
- Customer feedback surveys
- Project management
- Knowledge base
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
True or false? You should only reach out to your detractors.
- True
- False
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 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
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
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
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
When setting up your knowledge base in HubSpot, you need to connect your _______.
- help desk
- domain
- brain
- Conversations inbox
You may also like these courses:
