Average ticket response time Average ticket response time by rep Ticket volume by category All of the above The correct answer is: Ticket volume by category.
Author: Sara Taylor
If you’ve never set up service reports in HubSpot before, start with _________.
The report builder The report library Service analytics The report customizer The correct answer is: Service analytics.
What’s the difference between service analytics and the report builder?
Service analytics has out-of-the-box reports; the report builder requires you to build every report from scratch. The report builder has out-of-the-box reports; service analytics requires you to build every report from scratch. Service analytics has in-depth reports; the report builder has more generalized reports. Service analytics is generally for managers; report builder is for reps. […]
What information can a user see in their customer portal?
How long a rep has to respond to the ticket before an SLA breach Ticket replies from customer service agents How many other customers have filed a similar ticket All of the above The correct answer is: Ticket replies from customer service agents.
A customer portal helps customers do all of the following EXCEPT:
access answers your support team has previously given. respond to conversations on their own terms. live chat with a support rep. know the status of their support tickets. The correct answer is: live chat with a support rep.
________ is for folks who need to create basic, out-of-the-box reporting.
The report builder Service analytics The report library The report synthesizer The correct answer is: The report synthesizer.
In Service Hub, you can set SLAs based on how long it takes your reps to first respond to a ticket and/or how long it takes reps to _____.
close the ticket. send the CSAT survey. respond to the second customer interaction. work on a new ticket. The correct answer is: close the ticket.
True or false? All customer portals are password protected.
True False The correct answer is: True.
True or false? Cross-object reporting exists in the service analytics tool.
True False The correct answer is: False.
Reports bucketed under the “conversation overview” category give you insight into:
How your customers are changing over time. How effective your knowledge base is. How productive your reps are. All of the above. The correct answer is: How productive your reps are.