820-605 Dumps 2022 - New Cisco 820-605 Exam Questions
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What is the duration, language, and format of Cisco 820-605: Cisco Customer Success Manager Exam
- Number of Questions: 45 - 55
- Length of Examination: 90 minutes
- Passing Score 80%
- Language - English
- Format: Multiple choices, multiple answers
NEW QUESTION 44
Which two actions are in adoption campaign? (Choose two.)
- A. messaging to stakeholders on the new features of their solution
- B. messaging to users on best practice approaches to their solution
- C. messaging to stakeholders on new product releases
- D. renewal reminder to stakeholders
- E. survey sent to all end users
Answer: A,C
NEW QUESTION 45
You are a Customer Success Manager and have just been assigned a strategic new account.
Which course of action is the best to help you prepare for the first customer introduction meeting?
- A. Engage with the account team to understand the expansion opportunities
- B. Build an understanding of your customer's business and market trends and priorities
- C. Perform a deep analysis of all the sales orders to the past 24 months
- D. Speak the internal contacts to understand the customer sentiment and outstanding escalations
Answer: B
NEW QUESTION 46
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. deployment of solution
- B. purchase of a new solution
- C. expansion of solution features
- D. renewal of solution subscription
- E. expansion of solution services
Answer: B,C
NEW QUESTION 47
Refer to the exhibit.
The graph shows a customer with a software product and highlights the number of paid- for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?
- A. The customer has increased usage, which shows a strong indicator of renewal
- B. The customer's usage has seen a recent decline and the chance of them churning will be higher
- C. The customer's usage is too low to correctly measure the chance of their retention
- D. The customer has a high probability to renew and will include an expanded opportunity
Answer: B
NEW QUESTION 48
Which Qprovides the best information to use to define customer success factors?
- A. What services do you need?
- B. Which Cisco products best fit your goals?
- C. What tools are you looking for, to better measure your ROI?
- D. What are your business objectives for this project/initiative?
Answer: D
NEW QUESTION 49
What is the main objective of customer success?
- A. known and unknown features of our product and solutions
- B. customer's reduction of risk
- C. outcomes customers are trying to achieve
- D. customer's return on investment
Answer: C
NEW QUESTION 50
An external customer case study is being created. Drag and drop the contents which show value from the left onto the right. Not all content choices are used.
Answer:
Explanation:
NEW QUESTION 51
You notice a decline over lime in your customer's usage of your product. Which action do you consider?
- A. Carefully tell the customer to get more people to use your product.
- B. Show the customer a comparison of the solution versus the competition.
- C. Tell the customer a new solution will soon be available.
- D. Re-assess the customer's business process and outline the capability of the solution.
Answer: C
NEW QUESTION 52
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.
Answer:
Explanation:
NEW QUESTION 53
Refer to the exhibit.
The graph shows a customer with n software product and highlights the number of paid-for licenses (shown with the orange tine) and the number of users actively using the product (shown with the blue line).
Which statement about the customer is true?
- A. The customers usage has seen a recent decline and the chance of them churning will be higher.
- B. The customer's usage is too low to correctly measure the chance of their retention.
- C. The customer has a high probability to renew and will include an expanded opportunity.
- D. The customer has increased usage, which shows a strong indicator of renewal.
Answer: B
NEW QUESTION 54
Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago.
The client has requested a meeting to improve the situation. Which reports are critical to the success of the meeting?
- A. number of users registered, number of meetings user initiated, number of meetings user joined
- B. number of users registered, service logs, number of users
- C. network utilization, number of meetings user initiated, number of users
- D. number of users registered, bandwidth utilization, number of training sessions user joined
Answer: A
NEW QUESTION 55
The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?
- A. Adopt a lifecycle approach with a proactive review of service performance against KPIs.
- B. Have the CSM define how value should be measured at the end of the contract period.
- C. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
- D. Have the CIO define a clear IT strategy and implement the suggestions immediately.
Answer: C
NEW QUESTION 56
What is a type of expansion opportunity?
- A. using latest release versions
- B. additional user groups
- C. positive customer sentiment
- D. strong stakeholder communication
Answer: C
NEW QUESTION 57
Which action should be taken to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?
- A. Provide break-fix support for technical problems experienced or observed by the customer.
- B. Provide direct and in-depth technical expertise upon customer request.
- C. Provide training content to address current and existing barriers.
- D. Provide a detailed cost structure for the management team.
Answer: B
NEW QUESTION 58
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?
- A. initial user group identified and their use cases confirmed
- B. customer's stakeholders and their business outcomes
- C. service introduction to confirm that they know how to submit service issues at the go live
- D. Quarterly Success Review build and delivery
- E. additional features that will align with the business outcomes
Answer: B,D
NEW QUESTION 59
The customer wants to increase their market share and protect brands reputation. Which two business outcomes are critical to the company's success? (Choose two.)
- A. cost efficiency
- B. credibility
- C. sustainability
- D. business growth
- E. risk management
Answer: C,D
NEW QUESTION 60
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
- A. Review and update the success plan for ongoing activities
- B. Join the sales and marketing strategy meetings
- C. Manage the service issues and escalations
- D. Observe the online image of the customer
- E. No action is necessary as long as the health index is green
Answer: A,E
NEW QUESTION 61
Which sources should be used to uncover customer barriers?
- A. intuition, observation, data
- B. data, health score, intuition
- C. observation, conversation, data
- D. conversation, data, health score
Answer: C
NEW QUESTION 62
Drag and Drop Question
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics.
Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.
Answer:
Explanation:
NEW QUESTION 63
Which expense is aN operating expense (OPEX)?
- A. office improvements
- B. payroll
- C. software
- D. computer equipment
Answer: B
NEW QUESTION 64
Which statement describes the difference between customer success and customer sales?
- A. Customer sales is about getting customers to utilize their solutions to get the value they intended Customer success is about expanding the customer's portfolio.
- B. Customer sales is about getting customers to utilize their solutions to get the value they intended Customer success is about making sure the customer deploys the solution within an effective timeline.
- C. Customer sales is about selling solutions to meet business needs Customer success is about finding product opportunities for sales as the customer utilizes their current solution.
- D. Customer sales is about selling solutions to meet business needs Customer success is about getting customers to utilize those solutions to get the value they intended.
Answer: B
NEW QUESTION 65
Which of these is included in a success plan?
- A. customer HR processes
- B. confidential customer information
- C. services cost
- D. customer business outcomes
Answer: C
NEW QUESTION 66
During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?
- A. operational
- B. business
- C. data
- D. technical
Answer: A
NEW QUESTION 67
Which two adoption outcomes are renewal indicators? (Choose two)
- A. customer testimonial
- B. solution discount
- C. payment schedule
- D. training attendance
- E. optimized services
Answer: A,C
NEW QUESTION 68
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