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(Click on the questions, to get the correct answers)
True or false? Your leadership team should be the ones to create the customer journey map.
- True
- False
True or false? You should only include four stages in your customer journey map.
- True
- False
True or false? Customer journey maps are only useful for customer-facing individuals.
- True
- False
- True
- False
True or false? The only way to move tickets to different stages is manually.
- True
- False
True or false? It’s a good idea to write your knowledge base titles as questions.
- True
- False
- 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
- False
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Which of the following is NOT a stage in HubSpot’s feedback framework?
- Improve the customer experience
- Establish listening posts
- Collect customer feedback
- Understand customer sentiment
- Someone who gives you a score of 9 or 10 on your NPS survey
- Someone who helps you generate more business
- Someone who gets paid for advertising your brand.
- An employee on your marketing team
- Today
- Tomorrow
- Next week
- Next year
- 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
How often should a customer effort score survey be used?
- After every support interaction
- Quarterly
- Monthly
- After every milestone
- Percentage of promoters minus percentage of passives
- Percentage of promoters minus percentage of detractors, divided by percentage of passives
- Percentage of promoters minus percentage of detractors
- Percentage of promoters
Which of the following is NOT a step when establishing listening posts?
- Define your customer journey
- Align survey methods and goals
- Collect feedback
- Analyze feedback
- Offer incentives like a five dollar gift card
- Keep your surveys short and to the point
- Email customers daily until they fill out the survey
- Offer surveys via multiple channels
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- Net promoter score
- Customer satisfaction survey
- Customer acknowledgment survey
- Customer effort score
Fill in the blank: Reach out to your ______ to ask them to complete advocacy actions.
- promoters
- detractors
- passives
- marketing team
- 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
In HubSpot, help desk is comprised of all of the following tools EXCEPT:
- Reporting
- Automation
- Knowledge base
- Tickets
True of false? You can edit the NPS question in HubSpot.
- True
- False
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
- A reusable text block
- An email template
- The bit of text on a ticket record
- A ticket
When should a company create multiple customer journey maps?
- If they sell to multiple personas that go through different processes
- If they sell multiple products or services
- If they have multiple customer-facing teams
- Never
- employee
- promoter
- renewal
- marketer
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- Feeling and thinking
- Doing and looking for
- Doing and feeling
- Doing and planning to do
Which report(s) do yo use to decide which knowledge base articles to write?
- Average ticket response time
- Average ticket response time by rep
- Ticket volume by category
- All of the above
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 consider using a chatbot?
- If human bandwidth is a constraint
- If the cost of making a mistake is low
- If you get a lot of standard questions
- 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
- 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
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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
The 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.
- give the customer what they want.
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
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
- how your customers renew
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
Which of the following is an appropriate knowledge base title?
- What are the ins and outs of HubSpot?
- How do I create a custom feedback survey?
- So you wanna build a chatbot…
- How to create, send, troubleshoot, and analyze a campaign
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
- Ticket close total by rep
- Ticket totals over time
- Ticket totals by source
- Knowledge base article views
You should use a call-out in a knowledge base article to:
- draw the reader’s attention to an important detail
- tell your reader what articles to read next
- host Q&As
- ask the reader for feedback
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
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With Service Hub, you can complete all of the following tasks EXCEPT:
- Gather intake
- Route tickets
- Monitor all social media
- Respond to support inquiries
- expected value
- first value
- second impression
- extended impression
True or false? You should only reach out to your detractors.
- True
- False
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
- False
- 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
- editing
- records customization
- views
- pipelines
When setting up your knowledge base in HubSpot, you need to connect your _______.
- help desk
- domain
- brain
- Conversations inbox
Fill in the blank: Companies use customer journey maps to build _______ for their customers.
- confidence
- empathy
- products
- roadmaps
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- 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? You could use an NPS survey to assess overall sentiment of your employees.
- True
- False
True or false? Customer effort score is measured on a three-point scale.
- 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
- Customer effort score
- Customer satisfaction survey
- Net promoter score
- Customer leadership score
You Should Include All Of The Following Stages In Your Customer Journey Map EXCEPT:
- First impression
- Delighted value
- First value
- Intended value
All of the following are benefits of email support EXCEPT:
- It’s immediate
- It provides a paper trail
- You can insert screenshots and gifs
- It’s conversational
- respond to support inquiries
- receive support inquiries
- triage support inquiries
- acknowledge support inquiries
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In Terms Of A Customer Journey Map, What Does Intended Value Refer To?
- When customers expectations are exceeded
- The customers first experience
- When the customer feels confident they will get what they expect
- When the customer got what they expected
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
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
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 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
Here is the answer of the question: 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
True or false? Your customer journey map should be written from the perspective of your customer.
- True
- False
- True
- False
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True or false? Each team within your company should have their own customer journey map.
- True
- False
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
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
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 tools is NOT included in HubSpot’s Service Hub?
- Help desk
- Customer feedback surveys
- Project management
- Knowledge base
- True
- False
- Varies by industry
- Anything positive
- 10 or above
- 20 or above
- 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