Service Hub Admin: Setting up Service Hub for Success
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.
Includes
Inbound Service
Instructors
Adriti Gulati
Adriti is an Inbound Professor focusing on all things customer service. Prior to HubSpot, Adriti worked at a non-profit educational program focusing on getting high school students into colleges and universities. She is passionate about ensuring education is accessible for all. Outside of work, Adriti can be found at your local Chinese restaurant, playing pickle ball, or hiking through southern California.
Sarah Meads
Sarah is an Implementation Specialist at HubSpot. Every day, she works with Sales Hub customers to help them build out their process in HubSpot and hit the ground running with their new tools. Prior to HubSpot, Sarah worked in SaaS sales and also taught English courses in Spain. She’s passionate about helping others succeed.
Courtney Sembler
Courtney hails from San Francisco, CA, and moved to Boston, MA to work for HubSpot in 2015. She currently works as the Senior Team Manager for HubSpot Academy Education dedicated to leading the inspiring and passionate Inbound Professors. She was a previous Inbound Professor focused on email marketing, GDPR, and contact management. She is devoted to education, environmental programs, and a true email geek.
Curriculum
Setting up Conversations for Success
Lesson - 12 min
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Lesson instructor: Adriti Gulati 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.
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Setting up Tickets for Success
Lesson - 15 min
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Lesson instructor: Courtney Sembler 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.
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Setting up your Knowledge Base for Success
Lesson - 10 min
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Lesson instructor: Adriti Gulati 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.
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Setting up Customer Feedback
Lesson - 32 min
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Lesson instructor: Adriti Gulati 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.
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Implementing Customer Service Automation
Lesson - 13 min
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Lesson instructor: Adriti Gulati 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.
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