HubSpot Service Hub Software Certification Exam Answers 2026

Exam Name: HubSpot Service Hub Software Certification Exam

Exam URL: https://academy.hubspot.com/courses/hubspot-service-software

HubSpot Service Hub Software Certification Solution

Customer relationship management (CRM) is a vital concept everyone should apply to their business, either small or large. For managing your customer efficiently, HubSpot has launched a cloud-based software. It is a service provider software that will handle all your client's contacts, deals, requests, appointment deadlines, and records efficiently. This software can also help you in generating leads for your business. It automates all your marketing processes.

To ease the learning process of this software's working, HubSpot has launched a course for the marketers. The course is named as HubSpot Service Hub Software Certification course.

About the HubSpot Service Hub Software course

This course is designed to teach mentees the overall functioning of the Software Hub. It will teach the mentees the following:-

• How to record the customer database in the software?
• How to track the customer related queries from the software?
• It will help you to formulate your marketing strategies.
• Help in the process of lead generation and automation.

This course includes six different modules based on which the HubSpot organizes an online test. The mentee needs to pass the test to gain the certificate, which can be used to show his proficiency in operating the software hub.

Motive of providing HubSpot Service Hub Software Certification Exam Solutions

Application of HubSpot Software Hub is not an easy task. One needs a lot of practice to be perfect in operating this software. Likewise, you need to practice for the test before actually giving the examination to score well. To help you practice for the exam, we are providing you the latest questions asked in the exam. Along with that, you are provided with the solutions given by the experts.

If you find any difficulty during your whole practice session, feel free to contact us. We wish you all the best for your exam.

Number of questions provided - 166

1. True or false? When connecting your email to help desk, you should connect your personal email.
2. True or false? Most people prefer using self-service compared to phone support.
3. True or false? It's a best practice to send your NPS survey to customers monthly.
4. True or false? You should only ask a customer to become an advocate over the phone.
5. True or false? You could use an NPS survey to assess overall sentiment of your employees.
6. True or false? When writing custom feedback surveys, use a variety of open-ended and closed-ended questions.
7. True or false? Customer effort score is measured on a three-point scale.
8. True or false? Regardless of how long it takes, you should respond to every single customer feedback survey you receive.
9. Your manager wants to know who your primary persona is. The best feedback survey to use is:
10. Which of the following is NOT a stage in HubSpot's feedback framework?
11. What is an advocate?
12. According to the prioritization matrix, customer issues that are high impact and high cost should be prioritized:
13. If you want to know what your customer thinks about their sales experience, which feedback survey should you use?
14. Which of the following is NOT an example of an advocacy action?
15. All of the following are reasons to collect feedback EXCEPT:
16. How do you calculate NPS?
17. What's a good NPS score?
18. All of following are appropriate ways you can encourage folks to fill out your feedback surveys EXCEPT:
19. Scenario: Your boss wants to assess how customers feel after a technician visited their home. Which survey should your boss use?
20. Which survey asks the following question: How easy was it for you to handle your issue?
21. Fill in the blank: You should use NPS instead of customer satisfaction survey when you want to understand __________.
22. Fill in the blank: You should use a customer effort score instead of a customer satisfaction survey when you want to understand __________.
23. True of false? You can edit the NPS question in HubSpot.
24. Fill in the blank: When responding to a customer, you should use an email template to______.
25. Which report(s) do you use to decide which knowledge base articles to write?
26. Which of the following is a benefit of phone support?
27. All of the following are benefits of email support EXCEPT:
28. A service level agreement is a(n)
29. A help desk does all of the following EXCEPT:
30. Intake is how you _____.
31. In terms of customer support, what does triage mean?
32. Which of the following is an example of when you should use a restricted knowledge base?
33. The HubSpot knowledge base tool can do all of the following EXCEPT:
34. In order to assess customer service agent performance, which of the following reports should you look at?
35. Fill in the blank: A knowledge base is a ______.
36. With Service Hub, you can complete all of the following tasks EXCEPT:
37. True or false? A knowledge base is a type of self-service.
38. Which of the following tools is NOT included in HubSpot's Service Hub?
39. True or false? You should only reach out to your detractors.
40. An example of a customer using self-service is when they:
41. True or false? Through ticket automation, you can move a ticket from one stage to another based on an email response.
42. Which of the following is a benefit of live chat?
43. With ticket ______, you are able to filter down your tickets
44. When setting up your knowledge base in HubSpot, you need to connect your _______.
45. True or false? Cross-object reporting exists in the service analytics tool.
46. Reports bucketed under the "conversation overview" category give you insight into:
47. A customer portal helps customers do all of the following EXCEPT:
48. True or false? All customer portals are password protected.
49. What information can a user see in their customer portal?
50. ________ is for folks who need to create basic, out-of-the-box reporting.
51. What's the difference between service analytics and the report builder?
52. What type of feedback survey can you add to your live chat?
53. If you've never set up service reports in HubSpot before, start with _________.
54. True or false? It’s best practice to match your knowledge base design with the design of your website.
55. Which of the following CANNOT be done from your help desk?
56. Select all that apply. AI allows you to do which of the following in your help desk?
57. Which of the following CANNOT be inserted when responding in the help desk?
58. Fill in the blank: With HubSpot's help desk, you can streamline intake by_________.
59. Select all that apply. AI helps you write your knowledge base articles in which of the following ways?
60. Select all that apply. What intake methods can you connect to HubSpot?
61. True or false? The only way to move tickets to different stages is manually.
62. True or false? Knowledge base articles should be casual, personable, and anecdotal.
63. True or false? It's a good idea to write your knowledge base titles as questions.
64. True or false? Experiencing lower ticket volume is a good indicator that your knowledge base is working well.
65. Fill in the blank: Reach out to your ______ to ask them to complete advocacy actions.
66. In HubSpot, help desk is comprised of all of the following tools EXCEPT:
67. Select all that apply. You can create SLAs based on which of the following?
68. All of the following are stages of troubleshooting EXCEPT:
69. Which of the following is NOT a best practice when creating knowledge base articles?
70. Which of the following is an appropriate knowledge base title?
71. You should use a call-out in a knowledge base article to:
72. Which of the following is NOT an appropriate way to categorize your knowledge base articles?
73. True or false? You should write new knowledge base articles every day.
74. If you're setting up Service Hub reports for the first time, where should you start?
75. A customer portal is a __________.
76. True or false? You cannot edit the look and feel of your customer portal.
77. Customer portal is a _______ offering.
78. True or false? You can access conversations from the HubSpot mobile app.
79. If your support reps have trouble prioritizing tickets, consider _______.
80. 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:
81. Which of the following is NOT a step when establishing listening posts?
82. You should use custom feedback surveys when you want to understand ________.
83. When should you use multiple ticket pipelines?
84. How often should a customer effort score survey be used?
85. How often should you edit your knowledge base articles?
86. True or false? You can create cross-object reports from the report builder.
87. 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 _____.
88. Fill in the blank: Custom views in the help desk let you _________.
89. Fill in the blank: With ticket ______, you are able to filter down your tickets.
90. Which of the following is true about health scores?
91. Fill in the blank: When setting up your knowledge base in HubSpot, you need to connect your _______.
92. Select all that apply. What channels can you connect to HubSpot?
93. Fill in the blank: A customer portal is a __________.
94. What are the types of routing that ensure tickets go to the right support reps?
95. In HubSpot, which of the following is NOT a function available in the knowledge base tool?
96. In the revenue tab in the customer success workspace, which of the following actions can CSMs perform?
97. Fill in the blank: Customer portal is a _______ offering.
98. Fill in the blank: You should use a call-out in a knowledge base article to _______.
99. What happens when the customer agent encounters a question it can’t answer?
100. Select all that apply. Which of the following is an example of when you should use a restricted knowledge base?
101. Which of the following is NOT something a customer portal helps customers do?
102. Sarah is a Customer Success Manager who starts her Monday morning feeling overwhelmed. She has 15 customer accounts approaching renewal in the next 30 days, three accounts showing declining health scores, eight overdue tasks from last week, and four scheduled customer meetings today. She needs to quickly assess her priorities and plan her day efficiently. Based on the customer success workspace functionality, which tab should Sarah visit first to get the most comprehensive overview for planning her day?
103. Which of the following is NOT a task you can complete in Service Hub?
104. Select all that apply. If your support reps have trouble prioritizing tickets, which of the following actions could help solve this issue?
105. A customer support manager notices that their support team is overwhelmed with repetitive inquiries about account setup, password resets, and basic feature questions. This leaves little time for proactive customer health monitoring and strategic account management. Meanwhile, customers are frustrated with long wait times for simple issues, and some are escalating unnecessarily to management. How could the customer agent help alleviate these problems?
106. When content sources are uploaded for customer agent, what should they include to improve response accuracy?
107. Fill in the blank: In Service Hub, you can set SLAs based on how long it takes your reps to first respond to a ticket or how long it takes reps to ______.
108. What is the primary problem that HubSpot’s help desk strategy aims to solve?
109. To assess individual performance on your customer service team, which of the following reports should you use?
110. Fill in the blank: An example of a customer using self-service is when they _________.
111. Fill in the blank: Customer portal is a ________ offering.
112. A service leader notices that some support conversations require excessive back-and-forth communication. Which category of reports would best help identify and address this issue?
113. A service manager wants to ensure adequate staffing during high-demand periods and maintain a work-life balance for the team. Which type of reports would be most valuable?
114. Select all that apply. Which of the following tasks can AI help you complete in your help desk?
115. What makes Breeze customer agent different from basic chatbots?
116. Select all that apply. As a salesperson using HubSpot, you are about to make a call to a prospect and want to follow a prepared outline during the conversation. Which HubSpot tools can you use to insert pre-determined text prompts for your call outlines?
117. Imagine you want to book a meeting with the first available salesperson instead of waiting for a specific one. What type of scheduling page should you use?
118. How are calls made and recorded with HubSpot-built calling feature transcribed and stored?
119. On the “Summary” page of the sales workspace, which of the following is NOT a column related to your tasks?
120. Which of these types of reports is NOT part of the sales analytics suite?
121. Fill in the blank: Email tracking in HubSpot notifies you when an email is _______.
122. Fill in the blank: The sales team performance dashboard in HubSpot includes reports such as ___.
123. How would you define the sales workspace?
124. What is the purpose of using lifecycle stages?
125. As a salesperson using HubSpot, you need to email a lead from the sales workspace. Which feature within the email window helps you add frequently used marketing materials, slides, or data sheets to your emails?
126. What is the purpose of the deals tool in HubSpot?
127. Outside of the sales workspace, where in the navigation sidebar menu can you find an expanded view of tasks and records?
128. You are adding a new contact to your HubSpot Smart CRM and want to ensure data accuracy and efficiency in prospecting. Why is it essential to include an email address for the person you are adding?
129. True or false? You can see the exact location of the recipient when they open your email using HubSpot’s email tracking.
130. Fill in the blank: While working from the sales workspace, the lead stage automatically updates to _____ after you send an email.
131. In the HubSpot Sales Chrome extension, what tone options can a user choose from when generating emails using Breeze Assistant?
132. In HubSpot's sequences tool, which feature is used to distribute sends evenly across different versions of an email to capture data on performance?
133. Select all that apply. What capabilities does the sales meeting notetaker provide in HubSpot?
134. Fill in the blank: In HubSpot, _____ use AIs to predict probability and risks of open deals.
135. What is the primary purpose of the prospecting agent in HubSpot?
136. In the “Buying Group” section of target accounts, what types of contacts should be identified?
137. Fill in the blank: A lead isn't the person or the company; it's a representation of the potential opportunity to create a _____.
138. True or false? The prospecting agent CAN be enrolled in workflows.
139. What property can be used in sequences to ensure contacts already receiving outreach are not enrolled again?
140. Which lifecycle stage represents a contact or company with at least one closed deal?
141. Fill in the blank: On average, salespeople spend less than _____% of their time selling.
142. Fill in the blank: Task queues in HubSpot work similar to _____.
143. In sequences, what does the "Pause sequence until task is completed" checkbox do?
144. Which of the following reasons best explains why it's recommended to create multiple selling profiles in the prospecting agent?
145. Select all that apply. Which of the following are default lead stages in HubSpot that come with built-in automation?
146. What happens when HubSpot creates a company record from a contact's business email address?
147. In the board view of HubSpot’s deals tool, what should you do to progress a deal from one stage to another?
148. What type of data can be accessed and reviewed in the insights section of conversation intelligence?
149. As a sales manager, you’ve noticed a pattern of mediocre sales call recordings and want to further educate your team to improve their performance. Which tool could you use to help them enhance their skills?
150. True or false? The forecast tool can visualize any team or user goal.
151. Select all that apply. When composing an email in HubSpot, what actions can you take by clicking “Meetings”?
152. What default lead stage automatically creates a deal in the sales workspace?
153. Fill in the blank: In conversation intelligence, transcript provides a full record of the conversation and can ____.
154. Fill in the blank: The ____ tool in Sales Hub helps you notify your team about kick-off and achievement of performance targets.
155. What triggers a lead to automatically move into the "Connected" stage?
156. What is a dynamic sequence in HubSpot?
157. When you create a task in HubSpot, what happens if you choose to send a reminder and the due date arrives without the task being completed?
158. In the prospecting agent, what are the two autonomy modes available?
159. What are snippets in HubSpot?
160. True or false? The meetings tool in HubSpot can integrate video conferencing for Zoom, Teams, or Google Meet.
161. Fill in the blank: Target accounts are designed for sales processes with larger value deals, ______, and a well-defined ideal customer profile.
162. True or false? When emailing someone who doesn’t have a contact record, directly in HubSpot or when using the HubSpot Chrome extension, it’s recommended to manually create a contact record for them.
163. Which field do you use to select who'll be responsible for completing a task in HubSpot?
164. After composing an email in HubSpot and selecting “Send Later”, what options are available?
165. Which option in the left sidebar menu routes to “Chatflows”?
166. Lisa is a support manager. Her team struggles because customers often reach out about the same issue through email, phone, and chat. Each time, they have to re-explain their situation to different support reps using different tools. Based on the help desk capabilities described, which benefit would best address Lisa’s challenge?