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How to book the Cisco 820-605: Cisco Customer Success Manager Exam
These are the following steps for registering for the 820-605 exam test:
- Step 1: Visit to 820-605 Exam Registration
- Step 2: Sign up/log in to the Pearson VUE account
- Step 3: Search for 820-605 Certifications Exam
- Step 4: Select Date, time and confirm with a payment method
NEW QUESTION 19
Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?
- A. increase in new subscribers or increase in end users
- B. number of activities completed or increase in direct time
- C. number of incidents reported or number of compliance issues
- D. customer and employee feedback
- E. reduction in headcount or operational support costs
Answer: B
NEW QUESTION 20
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 21
A large university has deployed a new IT solution designed to improve the overall student and staff experience Which approach to measure success is the best?
- A. Combination of tailored surveys and IT tools-based metrics.
- B. Measure the number of complaints raised by students.
- C. Implement staff Super Users to provide feedback
- D. Twice yearly student and staff surveys with two questions related to IT
Answer: D
NEW QUESTION 22
The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition. Which two business outcomes are critical to the company's success?
(Choose two.)
- A. sustainability
- B. employee satisfaction
- C. risk management credibility
- D. cost efficiency
Answer: B,D
NEW QUESTION 23
Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications. Which adoption barrier will the customer encounter?
- A. technical barrier
- B. cost barrier
- C. cultural barrier
- D. product barrier
Answer: A
NEW QUESTION 24
Refer to the exhibit. What does this health score indicate?
- A. The customer is unlikely to renew this license.
- B. The customer is unlikely to advocate for this product.
- C. The customer needs to consume more of this product.
- D. The customer needs to purchase more licenses.
Answer: C
NEW QUESTION 25
Which two actions are critical when communicating with executives? (Choose two.)
- A. Target executive priorities
- B. Focus on technical details
- C. Incorporate the sales team's plan
- D. Keep services as a primary topic
- E. Focus on the value achieved
Answer: A,E
NEW QUESTION 26
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 27
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?
- A. Adopt
- B. Implement
- C. Use
- D. Onboard
Answer: A
NEW QUESTION 28
A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?
- A. Establish a timeline of when a solution must be in place.
- B. Engage a specialist to identity a technical solution or workaround.
- C. Conduct an assessment of the business impact of the problem.
- D. Evaluate the availability of resources to work on the problem.
Answer: C
NEW QUESTION 29
Which statement describes the difference between customer success and customer sales?
- A. 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.
- B. 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.
- C. 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.
- D. 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.
Answer: C
NEW QUESTION 30
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. service introduction to confirm that they know how to submit service issues at the go live
- B. initial user group identified and their use cases confirmed
- C. customer's stakeholders and their business outcomes
- D. Quarterly Success Review build and delivery
- E. additional features that will align with the business outcomes
Answer: B,C
NEW QUESTION 31
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.
Answer:
Explanation:
NEW QUESTION 32
In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)
- A. The adoption campaign provides notifications of new feature releases.
- B. The adoption campaign provides free user training.
- C. The adoption campaign surveys all end users for product feedback.
- D. The adoption campaign provides free trial licenses for feature upgrades.
- E. The adoption campaign notifies customers of a critical bug.
Answer: A,C
NEW QUESTION 33
What is the main objective of customer success?
- A. customer's return on investment
- B. known and unknown features of our product and solutions
- C. customer's reduction of risk
- D. outcomes customers are trying to achieve
Answer: D
NEW QUESTION 34
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. IT is increasingly adopting new consumption models In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realised The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
- B. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase The CSM supports sales with use cases and testimonials for proposed solutions.
- C. The accelerated pace of innovation in the era of the Internet of Things confuses many customers A CSM helps sales position the right technologies that will accelerate success for their business.
- D. Service organizations must evolve from a "break fix' business model to proactive and pre-emptive services that help prevent problems for customers before they arise arid accelerate solution adoption The CSM advises the professional services team on the best services to position.
Answer: C
NEW QUESTION 35
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