Service Hub Software
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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 verifies your ability to execute an inbound service strategy using Service Hub. This certification course consists of lessons that discuss HubSpot tools such as help desk, knowledge base, customer portal, customer feedback, and reporting. To showcase your knowledge, you’ll be assessed either through practical exercises or 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. This certification is intended for Service Hub professional and enterprise users.
Course Curriculum
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 HubSpot
HubSpot’s conversations allows you to streamline your intake process so that all of your messages are in one place. In this lesson, your agents can use conversations, as well as best practices when it comes to setting up conversations.
Setting up Tickets in HubSpot
With HubSpot’s ticketing system, you can record, organize, and track all customer issues through a single dashboard accessible to your entire team. In this lesson, you’ll learn how to create and manage tickets, add automation to ensure efficiency, and organize properties in a way to ensure no ticket falls through the crack.
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 Portal
A customer portal provides your customers with transparency into the tickets they have opened with your company. Your customers now have one place to create, update, and communicate with your support team. In this lesson, we’ll discuss why your customers need this feature as well as how this can help your support team, how to customize the customer portal according to your needs, and how to set up your customer portal in HubSpot.
Setting up Customer Feedback
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.
Setting up Service Reports and Analytics
To drive efficiency while maintaining authentic service, service leaders need to have access to customer insights. With Service Hub’s service analytics and reporting, get insight into the performance of your team, understand customers’ issues, and discover ways to improve the customer experience. In this lesson, we’ll analyze the various reporting and analytics tools that can help your service department thrive, as well as how to create them in HubSpot.
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