Service Hub Admin: Setting up Service Hub for Success

Overview

This course is intended to help admins set up their Service Hub Professional or Enterprise account for their services team to operate efficiently and effectively. In this course, you'll learn how to set up Conversations, tickets, knowledge base and feedback, as well as reports and automation.

Syllabus

Setting up Conversations for Success

Conversations is a HubSpot tool that allows you and your team to view, manage, and respond to incoming messages from multiple channels. The value of Conversations lies in the fact that your agents now have one centralized location to respond to all messages: emails, live chat, form submissions, and Facebook messenger. In this lesson, you'll learn how to streamline customer communication through Conversations so your agents save time, and your customers get their issues resolved faster.

Setting up Tickets for Success

Tickets is an excellent way for your customer service team to respond to, prioritize, and ultimately resolve your customers' issues. To make the most of your ticketing instance, you must set up your tickets dashboard in accordance with your ticketing processes. In this lesson, you'll learn how to organize your ticketing process to ensure efficient and effective customer service practices.

Setting up your Knowledge Base for Success

Your HubSpot Knowledge Base is a great way to help your customers help themselves. When created thoughtfully, a knowledge base can enable customers to find the help they need, and reduce your number of support requests. Win, win. In this lesson, you'll learn the ins and outs of HubSpot's knowledge base: how to import, write, and categorize articles, how to customize the design of your knowledge base, and how to assess your knowledge base efforts through reporting.

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.

Implementing Customer Service Automation

In this lesson, you'll learn how to increase efficiency and maintain a high level of customer service by using automation in the form of workflows, ticket, and feedback automation.