Question: 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 ______.
- close the ticket
- send the CSAT survey
- respond to the second customer interaction
- work on a new ticket
Explanation
In HubSpot Service Hub, SLAs can be configured to measure both the first response time and the time to close a ticket. Tracking these metrics ensures that support teams meet response and resolution expectations, improving customer satisfaction. SLA monitoring helps managers identify bottlenecks and optimize ticket workflow efficiency.
Why the other options are incorrect
Send the CSAT survey: SLAs are not linked to survey distribution.
Respond to the second customer interaction: SLAs focus on overall response and resolution, not individual messages.
Work on a new ticket: SLAs apply to existing tickets, not the creation of new ones.
Source for verification
HubSpot Service Level Agreements Overview
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