Cisco 820-605 Certification Exam Dumps with 152 Practice Test Questions
New 820-605 Exam Dumps with High Passing Rate
Cisco 820-605 certification exam is ideal for professionals who work in customer success roles, such as customer success managers, customer experience managers, and sales professionals. 820-605 exam covers various topics, including customer success management, customer journey, and customer advocacy. 820-605 exam also covers topics such as customer health scoring, customer segmentation, and customer feedback management. Candidates who pass the exam will have the knowledge and skills required to manage customer success effectively.
NEW QUESTION # 79
Refer to the exhibit.
Based on the stage and health reflected, what must be the first priority of the success plan?
- A. Offer and encourage the opportunity for the customer to participate in a success story for product F.
- B. Design and propose a discount on product G.
- C. Identify and document barriers that impact product C.
- D. Contact and collaborate with the individuals involved in the onboarding of product E.
Answer: C
NEW QUESTION # 80
What is a business adoption barrier?
- A. services are unpurchased
- B. customer lacks technical knowledge
- C. lack of customer stakeholder
- D. solution is not implemented
Answer: D
NEW QUESTION # 81
The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?
- A. Suggest that the customer replace their existing staff
- B. Give the customer a discount on a future purchase
- C. Provide the customer with a chargeable deployment service
- D. Re-enforce the time to value of the solution
Answer: D
NEW QUESTION # 82
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 # 83
A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.)
- A. Conduct a survey to determine which collaboration solutions users are using.
- B. Encourage the customer to purchase updated endpoints.
- C. Block all alternative chat and video collaboration systems.
- D. Have marketing write a blog post about the new solution.
- E. Advertise additional user training sessions throughout the organization.
Answer: C,E
NEW QUESTION # 84
What is a key driver that is creating the need for customer success?
- A. portfolio management
- B. subscription economy
- C. advanced specializations
- D. financial resources
Answer: B
NEW QUESTION # 85
What is the order of the key elements of process improvement for Customer Success?
- A. define, analyze, measure, improve, control
- B. analyze, define, measure, control, improve
- C. define, measure, analyze, improve, control
- D. measure, define, analyze, control, improve
Answer: C
NEW QUESTION # 86
Which two activities support Customer Success planning? (Choose two.)
- A. KPI tracking
- B. adoption barrier identification
- C. service ticket tracking
- D. quality control
- E. service delivery program management
Answer: B,E
NEW QUESTION # 87
Which perspectives are covered in a balanced scorecard?
- A. business outcomes, customer, employee, risk
- B. customer, employee, partner, risk
- C. competition, culture, financial. IT systems
- D. business process, customer, financial, learning, growth
Answer: D
NEW QUESTION # 88
Refer to the exhibit. Which initial action does a Customer Success Manager take?
- A. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
- B. Share the report with the customer point of contact for license types B and D and determine causes
- C. Run analysis on all the license types used by the customer on all platforms
- D. Provide trending information on license types B and D and share with all stakeholders
Answer: D
NEW QUESTION # 89
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's usage is too low to correctly measure the chance of their retention
- B. The customer's usage has seen a recent decline and the chance of them churning will be higher
- 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 # 90
Which definition of customer success is true?
- A. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
- B. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.
- C. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
- D. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.
Answer: C
NEW QUESTION # 91
Refer to the exhibit. Which action should the Customer Success Manager take to improve the health index of Company B?
- A. Provide recommendations for training and offer scripts for learning products.
- B. Observe the net promoter scores and how likely the customer is to create a success story.
- C. Perform a marketing campaign and design a roadmap of new products.
- D. Analyze annual recurring revenue growth and reduce renewal risks associated with technology.
Answer: D
NEW QUESTION # 92
Which element evaluates a customer outcome?
- A. key performance indicators
- B. metrics
- C. benchmarks
- D. milestones
Answer: A
NEW QUESTION # 93
In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)
- A. The adoption campaign provides free trial licenses for feature upgrades.
- B. The adoption campaign surveys all end users for product feedback.
- C. The adoption campaign provides notifications of new feature releases.
- D. The adoption campaign provides free user training.
- E. The adoption campaign notifies customers of a critical bug.
Answer: A,C
NEW QUESTION # 94
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 # 95
Which term describes the gap between the features and functions customers purchases and the features and functions customers use?
- A. financial
- B. organizational
- C. consumption
- D. capability
Answer: C
NEW QUESTION # 96
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. Quarterly Success Review build and delivery
- B. additional features that will align with the business outcomes
- C. initial user group identified and their use cases confirmed
- D. service introduction to confirm that they know how to submit service issues at the go live
- E. customer's stakeholders and their business outcomes
Answer: D
NEW QUESTION # 97
What is the best reason for documenting your customer's success?
- A. To provide awareness of the value achieved by the customer's purchased solution
- B. To document roles and responsibilities for your project management
- C. To provide expansion opportunities for your sales team
- D. To establish KPI's that measure the success of your company's business
Answer: D
NEW QUESTION # 98
Which tool is used by a Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?
- A. Stakeholder Map
- B. Health Index Report
- C. RACI
- D. KPIs
Answer: A
NEW QUESTION # 99
A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?
- A. Contact the services team and request that they reach out to the customer to address the solution
- B. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
- C. No action is needed because the customer will probably renew and you can address the issue after the renewal
- D. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
Answer: B
NEW QUESTION # 100
What is a common indicator of customer health?
- A. number of licenses purchased
- B. customer satisfaction metric
- C. amount of money spent on the solution
- D. number of services purchased
Answer: B
NEW QUESTION # 101
From a Customer Success perspective, why should the customer's health be monitored?
- A. to directly enable renewals
- B. to identify unused licenses so they can be addressed via a service improvement plan
- C. to give the customer valuable insight so they can automatically renew critical services on time
- D. to provide the opportunity to address any changes in the customer's experience around the solution
Answer: C
NEW QUESTION # 102
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Cisco 820-605 certification exam is designed for professionals who are interested in becoming a Cisco Customer Success Manager (CSM). Cisco Customer Success Manager certification validates the candidate's skills and knowledge in the areas of customer success, customer experience, and sales processes. The CSM role is critical in ensuring customer satisfaction and retention for Cisco products and services, and 820-605 exam helps candidates demonstrate their expertise in these areas.
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