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HubSpot Academy

Service Hub Software

HubSpot via HubSpot Academy

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Overview

Note: The educational resources (such as Videos, Quizzes, and Workbooks) are free to go through. If you want to become certified, there are additional practical exercises that require a Pro or Enterprise HubSpot subscription. The Service Hub Software Certification demonstrates your ability to execute an inbound service strategy using HubSpot's Service Hub. This certification course consists of six lessons that discuss customer journey mapping, and HubSpot tools such as help desk, knowledge base, and customer feedback. To showcase your knowledge, you'll be assessed through practical exercises and quizzes at the end of each lesson. At the end of the final lesson, you'll take a 60 question, multiple-choice exam to earn your certification.
  • Create a frictionless customer experience using help desk
  • Help customers help themselves using knowledge base
  • Improve the customer experience using feedback and advocacy

Syllabus

  • Customer Journey Mapping
    • A customer journey map is a visual representation of the stages or milestones a customer goes through with your company. As such, customer journey maps are an essential tool for building customer empathy throughout your entire organization. This lesson will go through why customer journey mapping is so important, best practices to creating them, and examples of maps in various industries.
  • Understanding Help Desk
    • Learn the importance of a help desk. This lesson covers how to use help desk to gather intake, triage, troubleshoot, solve, and improve upon the customer experience.
  • Setting up Conversations
    • In this lesson, learn how to set up and use Conversations to deliver a frictionless customer experience.
  • Setting up Tickets
    • In this lesson, you'll learn how to organize and prioritize your customer service efforts by setting up tickets in HubSpot.
  • Setting up your Knowledge Base
    • 76% of customers prefer using self service over speaking with an agent by phone. Self service documentation allows your customers to help themselves, therefore saving your company time and money. In this lesson, you'll learn what exactly self service is, how to write self-service documentation, and how to create said documentation in HubSpot.
  • Setting up Customer Feedback and Advocacy
    • In this lesson, you'll learn about HubSpot's Feedback Framework, as well as how to gather insight into the customer experience by setting up customer feedback surveys in HubSpot.
  • Service Hub Software Certification: Next steps
    • Learn where to take your learning next after completing the Service Hub Software certification course.

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