Question: 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
Explanation
In a customer portal, users can view responses and updates from support agents regarding their individual tickets. HubSpot Service Hub ensures customers have visibility into their own interactions, promoting transparency and self-service. Portals do not display SLA countdowns or data about other customers’ tickets. This access improves customer experience without exposing sensitive internal metrics.
Why the other options are incorrect
How long a rep has to respond to the ticket before an SLA breach: SLA timers are internal metrics, not visible to customers.
How many other customers have filed a similar ticket: Customer data is private and not shared in the portal.
All of the above: Only ticket replies from agents are displayed.
Source for verification
HubSpot Customer Portal Overview
The answer(s) to the question is highlighted in the BOLD text above. You can also find more questions and answers related to the exams on the "HubSpot Service Hub Software Certification" page.