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
Read moreHubSpot Service Hub Software Certification
A customer journey map is a representation of:
the stages a customer goes through with your company where your customers physically are how your prospects become your customers
Read moreHow 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
Read moreThe extended value stage is when you _______.
offer your customer more than they were expecting. renew your customer’s account customer renews with you. prolong your onboarding process.
Read moreFill 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
Read moreIn 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
Read moreAll of the following are stages of troubleshooting EXCEPT:
Understand the issue Find relevant context Diagnose the problem Ask for help
Read moreFill 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
Read moreA help desk does all of the following EXCEPT:
Streamline intake Provide feedback Improve experiences with reporting Triage customer issues
Read moreA 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
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