Switching between responding to a customer and leaving a comment on the customer’s record in conversations. Another name for customer portal. Going from live chat to Facebook Messenger to email on a single thread. Switching from using conversations on desktop to using conversations on your mobile device. The correct answer is: Switching between responding to […]
Author: Sara Taylor
Custom views in the conversations inbox lets you _________.
Choose which of HubSpot’s predetermined views to pin. Create your own views based on ticket and conversation properties. Drag and drop conversations to HubSpot’s predetermined views. Customize the font of your emails and live chat. The correct answer is: Create your own views based on ticket and conversation properties.
What type of feedback survey can you add to your live chat?
CES NPS CSAT Custom survey The correct answer is: CSAT.
You want to understand how easy it is for your customers to get their questions answered from your support team. The appropriate feedback survey to use is:
Customer effort score Customer satisfaction survey Net promoter score Customer leadership score The correct answer is: Customer effort score.
True or false? You can create cross-object reports from the report builder.
True False The correct answer is: True.
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 The correct answer is: It’s immediate.
If your support reps have trouble prioritizing tickets, consider _______.
Creating a “high priority” view. Setting SLAs. Using automation to move tickets to different stages. All of the above. The correct answer is: All of the above.
True or false? You cannot edit the look and feel of your customer portal.
True False The correct answer is: False.
A customer portal is a __________.
home base where customers can view, open, and reply to support tickets. place where customers can open tickets, but not reply to them. HubSpot account for folks who don’t have paid seats. place where your customers can buy your products or services. The correct answer is: home base where customers can view, open, and reply […]
If you’re setting up Service Hub reports for the first time, where should you start?
Service analytics Customer report builder Report library Sales analytics The correct answer is: Service analytics.