60 When setting up your knowledge base in HubSpot, you need to connect your _.59 True or false? You should write new knowledge base articles every day.58 With ticket _, you are able to filter down your tickets.57 You can do all of the following from a ticket record EXCEPT:.56 An example of an intended value milestone is when the customer expected to get her fridge fixed, _.55 Which of the following is a benefit of live chat?.54 True or false? Through ticket automation, you can move a ticket from one stage to another based on an email response.53 Which of the following is NOT an appropriate way to categorize your knowledge base articles?.52 An example of a customer using self-service is when they:.51 True or false? You should only reach out to your detractors.50 How often should you edit your knowledge base articles?.49 Which of the following tools is NOT included in HubSpot’s Service Hub?.48 An example of an extended value milestone is when a customer:.47 True or false? A knowledge base is a type of self-service.46 Fill in the blank: A knowledge base is a _.45 The HubSpot knowledge base tool can do all of the following EXCEPT:.44 Which of the following is NOT a best practice when creating knowledge base articles?.43 Which of the following is an example of when you should use a restricted knowledge base?.42 How often should you revisit your customer journey map to ensure it’s kept up to date?.41 Fill in the blank: The primary goal of a customer journey map is to _.40 In terms of customer support, what does triage mean?.39 All of the following are stages of troubleshooting EXCEPT:.38 Fill in the blank: With HubSpot’s help desk, you can streamline and manage your intake within _.36 A help desk does all of the following EXCEPT:.34 When should you use multiple ticket pipelines?.33 Which of the following is a benefit of phone support?.32 Fill in the blank: When creating a customer journey map, you should map out what your customer is _ and _.31 You should include all of the following stages in your customer journey map EXCEPT:.30 Fill in the blank: Creating a customer journey map will help you identify the journey from customer to _.28 All of the following are reasons to mention someone on a ticket record EXCEPT:.27 Fill in the blank: When responding to a customer, you should use an email template to_.26 In HubSpot, help desk is comprised of all of the following tools EXCEPT:.25 True of false? You can edit the NPS question in HubSpot.24 Fill in the blank: You should use a customer effort score instead of a customer satisfaction survey when you want to understand _.23 Fill in the blank: Reach out to your _ to ask them to complete advocacy actions.22 Fill in the blank: You should use NPS instead of customer satisfaction survey when you want to understand _.21 Which survey asks the following question: How easy was it for you to handle your issue?.20 Scenario: Your boss wants to assess how customers feel after a technician visited their home.19 How often should a customer effort score survey be used?.18 All of the following are reasons to collect feedback EXCEPT:.17 Which of the following is NOT an example of an advocacy action?.16 You should use custom feedback surveys when you want to understand _.15 If you want to know what your customer thinks about their sales experience, which feedback survey should you use?.14 According to the prioritization matrix, customer issues that are high impact and high cost should be prioritized:.13 You want to understand how your customer support team is performing.12 Your manager wants to know who your primary persona is.11 True or false? Regardless of how long it takes, you should respond to every single customer feedback survey you receive.10 True or false? When writing custom feedback surveys, use a variety of open-ended and closed-ended questions.9 True or false? You could use an NPS survey to assess overall sentiment of your employees.8 True or false? You should only ask a customer to become an advocate over the phone.7 True or false? It’s a best practice to send your NPS survey to customers monthly.6 True or false? Most people prefer using self-service compared to phone support.5 True or false? Knowledge base articles should be casual, personable, and anecdotal.4 True or false? When setting up your Conversations email inbox, you should connect your personal email.3 True or false? You should only include four stages in your customer journey map.2 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.
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#Hubspot service hub full
1 True or false? Your leadership team should be the ones to create the customer journey map. HubSpot offers a full platform of marketing, sales, customer service, and CRM software plus the methodology, resources, and support to help businesses grow better.Now live in HubSpot is Service Hub - a new product line from HubSpot 100% focused on a better customer experience.
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