HCT Troubleshooting & Problem Resolution 3 — Questions and Answers
Question 1: A HubSpot trainer is helping a client whose contact records are showing duplicate entries after a CSV import. What is the recommended resolution?
- Manually delete one of each duplicate pair
- Use HubSpot's built-in duplicate management tool to merge records (Correct answer)
- Archive all old contacts and re-import the CSV
- Filter duplicates using a workflow with a 'delete contact' action
Correct answer: Use HubSpot's built-in duplicate management tool to merge records
HubSpot's duplicate management tool identifies and allows merging of duplicate contact records without data loss.
Question 2: A trainee set up a HubSpot chatbot but it is not appearing on their website. After verifying it is published, what should be checked next?
- Whether the chatbot has been reviewed by HubSpot's content team
- That the HubSpot tracking code is installed and the target URL rules are correct (Correct answer)
- Whether the website host supports JavaScript
- That the chatbot is connected to a live agent inbox
Correct answer: That the HubSpot tracking code is installed and the target URL rules are correct
The chatbot requires the tracking code to be present on the page and correct URL targeting rules to display on the intended pages.
Question 3: When demonstrating HubSpot's email marketing tool, a trainer finds that contacts on a suppression list are still receiving emails. What should be audited?
- Whether the suppression list is an active list and properly excluding contacts
- Whether the email was sent before the suppression list was applied
- Both the suppression list logic and send timing relative to list membership (Correct answer)
- The email's spam score which may override suppression
Correct answer: Both the suppression list logic and send timing relative to list membership
Both the suppression list's current membership criteria and the timing of list evaluation relative to the email send must be verified to identify why suppressed contacts received emails.
Question 4: A trainee cannot access their HubSpot portal and receives an 'Account suspended' message. What should the trainer advise as the first step?
- Create a new HubSpot account with the same email
- Contact the portal's Super Admin or HubSpot billing support (Correct answer)
- Reset the password using the forgot password link
- Clear cookies and try a different browser
Correct answer: Contact the portal's Super Admin or HubSpot billing support
An account suspension is typically a billing or policy issue that requires the Super Admin or HubSpot support to resolve.
Question 5: During a training workshop, a participant's HubSpot email template is displaying broken images when previewed. What is the most common cause?
- HubSpot compresses all images, causing quality loss
- The image URLs are hosted on a non-HTTPS source or the images have been deleted (Correct answer)
- Email templates cannot include external images
- The trainee's browser has image loading disabled
Correct answer: The image URLs are hosted on a non-HTTPS source or the images have been deleted
Broken images in HubSpot email templates are typically caused by images hosted on HTTP-only sources or images that no longer exist at their URL.
Question 6: A client trained on HubSpot reports that their sales team's tasks are disappearing from the task queue. What should the trainer investigate?
- Tasks auto-delete after 7 days in HubSpot
- Tasks may be marked complete by automated workflows or by team members (Correct answer)
- The task queue only holds a maximum of 50 tasks per user
- Task visibility requires a Sales Hub Professional subscription
Correct answer: Tasks may be marked complete by automated workflows or by team members
Tasks can be completed manually by team members or automatically by workflows, causing them to disappear from the active task queue.
Question 7: A trainer is showing how to use HubSpot's A/B email testing but the option is grayed out. What is the most likely reason?
- A/B testing is only available for landing pages, not emails
- The email list size is below the minimum threshold for A/B testing (Correct answer)
- A/B testing requires approval from a HubSpot account manager
- The email has already been sent once and cannot be A/B tested
Correct answer: The email list size is below the minimum threshold for A/B testing
HubSpot requires a minimum list size to run statistically valid A/B tests, and the option will be unavailable if the recipient list is too small.
HCT Troubleshooting & Problem Resolution 3
A HubSpot trainer is helping a client whose contact records are showing duplicate entries after a CSV import.
What is the recommended resolution?