HubSpot Service Hub Software Certification

February 18, 2021

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
February 18, 2021

What’s A Good NPS Score?
- Varies by industry
- Anything positive
- 10 or above
- 20 or above
February 18, 2021

True Or False? When Writing Custom Feedback Surveys, Use A Variety Of Open-Ended And Closed-Ended Questions.
- True
- False
February 18, 2021

Which Of The Following Tools Is NOT Included In HubSpot’s Service Hub?
- Help desk
- Customer feedback surveys
- Project management
- Knowledge base
February 18, 2021

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
February 18, 2021

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
February 18, 2021

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
February 18, 2021

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
February 18, 2021

True Or False? Each Team Within Your Company Should Have Their Own Customer Journey Map.
- True
- False
February 18, 2021

True Or False? Your Customer Journey Map Should Be Written From The Perspective Of Your Customer.
- True
- False

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