[2023] 820-605.pdf - Questions Answers PDF Sample Questions Reliable
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The Cisco 820-605 certification exam is a valuable credential for those who want to pursue a career in customer success management. By passing this exam, candidates can demonstrate their knowledge and skills in managing customer relationships and gain access to various career opportunities in the IT industry.
NEW QUESTION # 11
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)
- A. confirmation of customer business outcomes
- B. review of product roadmap
- C. agreement of key stakeholders
- D. scheduling of Quarterly Success Review
- E. completion of customer training
Answer: A,C
NEW QUESTION # 12
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 # 13
In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)
- A. The adoption campaign notifies customers of a critical bug.
- B. The adoption campaign provides free trial licenses for feature upgrades.
- C. The adoption campaign provides free user training.
- D. The adoption campaign surveys all end users for product feedback.
- E. The adoption campaign provides notifications of new feature releases.
Answer: B,E
NEW QUESTION # 14
What are two barriers to adoption within an organization? (Choose two.)
- A. centralized IT organization
- B. solution implemented by partner
- C. inadequate knowledge and skills
- D. agile development model
- E. organizational silos
Answer: C,E
NEW QUESTION # 15
Which two actions are critical when communicating with executives? (Choose two.)
- A. Focus on technical details
- B. Target executive priorities
- C. Focus on the value achieved
- D. Keep services as a primary topic
- E. Incorporate the sales team's plan
Answer: B,C
NEW QUESTION # 16
The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)
- A. lack of common features
- B. lack of communication
- C. limited telemetry
- D. purchase policy process
- E. business misalignment
Answer: B,D
NEW QUESTION # 17
What is a type of expansion opportunity?
- A. additional user groups
- B. using latest release versions
- C. positive customer sentiment
- D. strong stakeholder communication
Answer: A
NEW QUESTION # 18
You notice a decline over time 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. Re-assess the customer's business process and outline the capability of the solution
- C. Tell the customer a new solution will soon be available
- D. Show the customer a comparison of the solution versus the competition
Answer: B
NEW QUESTION # 19
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. Speak the internal contacts to understand the customer sentiment and outstanding escalations
- B. Engage with the account team to understand the expansion opportunities
- C. Build an understanding of your customer's business and market trends and priorities
- D. Perform a deep analysis of all the sales orders to the past 24 months
Answer: C
NEW QUESTION # 20
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two )
- A. review of product roadmap
- B. confirmation of customer business outcomes
- C. agreement of key stakeholders
- D. scheduling of Quarterly Success Review
- E. completion of customer training
Answer: C,E
NEW QUESTION # 21
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
- A. Manage the service issues and escalations
- B. Join the sales and marketing strategy meetings
- C. No action is necessary as long as the health index is green
- D. Observe the online image of the customer
- E. Review and update the success plan for ongoing activities
Answer: A,E
NEW QUESTION # 22
What is the purpose of capturing moments of success with a customer?
- A. validating deployment of the solution
- B. expanding the purchased solution
- C. recognizing the value of the engagement
- D. renewing the contract and subscription
Answer: C
NEW QUESTION # 23
What is a technical adoption barrier?
- A. lack of integration with other products
- B. underutilization of licenses
- C. customer not measuring product value
- D. untrained customer user group
Answer: A
NEW QUESTION # 24
Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)
- A. help desk data
- B. risk management
- C. health score
- D. telemetry
- E. training surveys
Answer: A,C
NEW QUESTION # 25
Which two results of a successful customer onboarding stage are the most important? (Choose two )
- A. account relationships identified
- B. organization chart discussed
- C. network diagrams discussed
- D. stakeholders identified
- E. desired business outcomes discussed
Answer: B,E
NEW QUESTION # 26
A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?
- A. Utilize a digital engagement so all your customers experience the touch of customer success
- B. Utilize people to focus your customers in a 1:many customer success experience
- C. Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience
- D. Utilize the service team to form a larger internal team to lead the engagement
Answer: C
NEW QUESTION # 27
Which list of components of a Customer Success Quarterly Success Review is common"?
- A. results from prior quarter, product roadmap proposed marketing new products, and confirm goals for the next quarter
- B. results from prior quarter, services delivered, issues and open services cases, and confirm goals tor next quarter
- C. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter
- D. results from prior quarter, agreed actions completed benchmarking with the market, and confirm goals for next quarter
Answer: D
NEW QUESTION # 28
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The Cisco CSM certification is designed for individuals who work in customer success, customer experience, and account management roles. The certification validates the skills and knowledge of the candidates required to manage customer success, adoption, and expansion in Cisco products and services. The certification also helps the candidates to enhance their career opportunities and increase their earning potential. The Cisco CSM certification is an excellent choice for professionals who want to pursue a career in customer success management.
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