{"id":14245,"date":"2023-08-09T13:36:07","date_gmt":"2023-08-09T11:36:07","guid":{"rendered":"https:\/\/gn24.dev.growth-ninjas.net\/hubspot-news-service-hub-inbound-calls-in-hubspot-update-on-knowledge-bases-and-new-features-in-playbooks\/"},"modified":"2023-08-30T22:57:12","modified_gmt":"2023-08-30T20:57:12","slug":"hubspot-news-service-hub-inbound-calls-in-hubspot-update-on-knowledge-bases-and-new-features-in-playbooks","status":"publish","type":"post","link":"https:\/\/cache.dev.growth-ninjas.net\/en\/hubspot-news-service-hub-inbound-calls-in-hubspot-update-on-knowledge-bases-and-new-features-in-playbooks\/","title":{"rendered":"HubSpot News: Service Hub | Inbound Calls in HubSpot, Update on Knowledge Bases and New Features in Playbooks"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"14245\" class=\"elementor elementor-14245 elementor-14019\" wpc-filter-elementor-widget=\"1\" data-elementor-post-type=\"post\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-da3b060 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"da3b060\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-d03623b\" data-id=\"d03623b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-322b9de elementor-widget elementor-widget-text-editor\" data-id=\"322b9de\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>As HubSpot is constantly improving and adapting to the needs of its many customers*, here&#8217;s an update on the new features and improvements to HubSpot Service Hub in the first half of 2023.<\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d3b4fa1 elementor-widget elementor-widget-heading\" data-id=\"d3b4fa1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h5 class=\"elementor-heading-title elementor-size-medium\">The latest updates:<\/h5>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5ecf4f7 elementor-widget elementor-widget-text-editor\" data-id=\"5ecf4f7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<ul>\n \t<li style=\"list-style-type: none;\">\n<ul>\n \t<li>There are <strong>new playbook templates<\/strong> to better support your service staff. It is also now possible to use and format snippets within playbooks.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n \t<li style=\"list-style-type: none;\">\n<ul>\n \t<li>You can now <strong>calculate<\/strong> the <strong>average of &#8220;rating questions&#8221;<\/strong> in your customer satisfaction surveys to evaluate how they change over time.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n \t<li style=\"list-style-type: none;\">\n<ul>\n \t<li>Service employees can now <strong>forward<\/strong> <strong>conversations<\/strong> to colleagues even more easily by selecting whether they should be assigned to a specific person, a team, or any person. Additionally, you can leave comments to leave helpful hints for colleagues.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n \t<li style=\"list-style-type: none;\">\n<ul>\n \t<li>Another new feature is that from now on you can <strong><a href=\"https:\/\/knowledge.hubspot.com\/calling\/receive-calls-in-hubspot\">accept calls directly in HubSpot<\/a> <\/strong>and also see missed calls or listen to voicemail.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n \t<li style=\"list-style-type: none;\">\n<ul>\n \t<li>Similar to the Sales Hub for Deals, tickets can now be color-tagged to make <strong>prioritizing tickets<\/strong> even easier <strong>visually<\/strong>.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n \t<li style=\"list-style-type: none;\">\n<ul>\n \t<li>Super admins are now able to set a <a href=\"https:\/\/knowledge.hubspot.com\/chatflows\/configure-chat-capacity-limits-for-agents-in-your-account\">\n  <strong>limit for the capacity of chat staff members<\/strong>\n<\/a> so that those who have reached their limit cannot be assigned new chats.<\/li><br>\n \t<li>Probably the biggest innovation is that it is now possible to have <strong><a href=\"https:\/\/knowledge.hubspot.com\/knowledge-base\/create-multiple-knowledge-bases\">create multiple knowledge bases for different target groups<\/a> <\/strong>can create:<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<ul>\n \t<li style=\"list-style-type: none;\">\n<ul>\n \t<li style=\"list-style-type: none;\">\n<\/li><\/ul>\n<\/li>\n<\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4f9baff elementor-widget elementor-widget-image\" data-id=\"4f9baff\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"442\" src=\"https:\/\/cache.dev.growth-ninjas.net\/wp-content\/uploads\/2023\/08\/Bildschirmfoto-2023-08-09-um-14.37.28.avif\" class=\"attachment-large size-large wp-image-14249\" alt=\"\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4759c8f elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4759c8f\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-233759b\" data-id=\"233759b\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2473c25 elementor-widget-divider--view-line elementor-widget elementor-widget-divider\" data-id=\"2473c25\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"divider.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-divider\">\n\t\t\t<span class=\"elementor-divider-separator\">\n\t\t\t\t\t\t<\/span>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-35669da elementor-widget elementor-widget-text-editor\" data-id=\"35669da\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>You want to stay up to date?<\/p>\n<ul>\n<li>From your account dropdown (top right), select &#8220;Product Updates&#8221;. There you will find all the latest updates.<\/li>\n<li>Here you can find the latest <a href=\"https:\/\/community.hubspot.com\/t5\/Resources\/ct-p\/resources?node_id=releases-updates&amp;labels=&amp;order_by=last_updated\" target=\"_blank\" rel=\"noopener\">Hubspot Product Spotlight<\/a>.<\/li>\n<\/ul>\n<p><strong>Until the next update &#8211; <a href=\"https:\/\/cache.dev.growth-ninjas.net\/en\/the-ninjas\/\">your Growth Ninjas!<\/a><\/strong><\/p>\n<p><em>Articles that can also be interesting:<\/em><br \/><em>Overview of key updates from 2022: <strong><br \/>\n  <a href=\"https:\/\/cache.dev.growth-ninjas.net\/en\/hubspot-wrap-up-2022\/\" target=\"_blank\" rel=\"noopener\">HubSpot Wrap-Up 2022<\/a><br \/>\n<\/strong><\/em><\/p>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>As HubSpot is constantly improving and adapting to the needs of its many customers*, here&#8217;s an update on the new features and improvements to HubSpot Service Hub in the first half of 2023. The latest updates: There are new playbook templates to better support your service staff. It is also now possible to use and [&hellip;]<\/p>\n","protected":false},"author":21,"featured_media":14250,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[370],"tags":[378,380,387,388,373,375],"thema":[470],"class_list":["post-14245","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-news-en","tag-hubspot-features-en","tag-hubspot-news-en","tag-service-hub-en","tag-knowledge-base-en","tag-growth-ninjas-en-2","tag-hubspot-en-2","thema-hubspot-marketing-and-sales-automation"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.6) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>HubSpot News: Service Hub | Inbound Calls and New Playbook Features<\/title>\n<meta name=\"description\" content=\"Here we provide an update on the new features and improvements to HubSpot Service Hub in the first half of 2023.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/cache.dev.growth-ninjas.net\/en\/hubspot-news-service-hub-inbound-calls-in-hubspot-update-on-knowledge-bases-and-new-features-in-playbooks\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Here, we provide an update on new features and enhancements to HubSpot Operations Hub in the first half of 2023.\" \/>\n<meta property=\"og:description\" content=\"As HubSpot is constantly improving and adapting to the needs of its many customers*, here&#039;s an update on the new features and improvements to HubSpot\" \/>\n<meta property=\"og:url\" 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