[Q69-Q90] Top Cisco 820-605 Courses Online – Updated [Jun-2022]

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Top Cisco 820-605 Courses Online – Updated [Jun-2022]

820-605 Practice Dumps – Verified By ExamBoosts Updated 124 Questions

What is the duration, language, and format of Cisco 820-605: Cisco Customer Success Manager Exam

Passing Score 80%
Language – English
Length of Examination: 90 minutes
Format: Multiple choices, multiple answers
Number of Questions: 45 – 55

NO.69 What is the best reason for documenting your customer’s success?

To provide awareness of the value achieved by the customer’s purchased solution

To establish KPI’s that measure the success of your company’s business

To document roles and responsibilities for your project management

To provide expansion opportunities for your sales team

Explanation/Reference:

NO.70 Refer to the exhibit. What does this health score indicate?

The customer is unlikely to renew this license.

The customer is unlikely to advocate for this product.

The customer needs to consume more of this product.

The customer needs to purchase more licenses.

NO.71 Which two results of a successful customer onboarding stage are the most important? (Choose two.)

organization chart discussed

account relationships identified

desired business outcomes discussed

stakeholders identified

network diagrams discussed

NO.72 What is Quarterly Success Review?

new success plan that focuses on the upcoming goals for the customer.

gap analysis that focuses on the state of the customer’s current architecture.

technical analysis that outlines the implementation plan and adoption barriers.

a conversation that outlines key initiatives that are agreed upon in the success plan.

NO.73 Which factor delays time to value?

unrenewed Success Plan

unpaid invoice

loss of project sponsor

negative Net Promoter Score

NO.74 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?

Twice yearly student and staff surveys with two questions related to IT

Measure the number of complaints raised by students

Combination of tailored surveys and IT tools-based metrics

Implement staff Super Users to provide feedback

Explanation
Explanation/Reference:

NO.75 Which term describes the gap between the features and functions customers purchases and the features and functions customers use?

consumption

organizational

financial

capability

NO.76 In which stage does the Customer Success Manager initially validate stakeholders?

utilization

purchase

deployment

onboarding

NO.77 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?

service introduction to confirm that they know how to submit service issues at the go live

additional features that will align with the business outcomes

initial user group identified and their use cases confirmed ) customer’s stakeholders and their business outcomes

Quarterly Success Review build and delivery

NO.78 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?

The customer’s usage is too low to correctly measure the chance of their retention.

The customers usage has seen a recent decline and the chance of them churning will be higher.

The customer has a high probability to renew and will include an expanded opportunity.

The customer has increased usage, which shows a strong indicator of renewal.

NO.79 What is the main objective of customer success?

customer’s return on investment

known and unknown features of our product and solutions

customer’s reduction of risk

outcomes customers are trying to achieve

NO.80 A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, they complain to the Customer Success Manager that they cannot verify who and how the licenses are being used. Which two types of adoption barriers are occurring? (Choose two.)

process

people

tools

platform

application

NO.81 Which list of components of a Customer Success Quarterly Success Review is common”?

results from prior quarter, services delivered, issues and open services cases, and confirm goals tor next quarter

results from prior quarter, product roadmap proposed marketing new products, and confirm goals for the next quarter

results from prior quarter, agreed actions completed benchmarking with the market, and confirm goals for next quarter

results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter

NO.82 You notice a decline over lime in your customer’s usage of your product. Which action do you consider?

Show the customer a comparison of the solution versus the competition.

Re-assess the customer’s business process and outline the capability of the solution.

Tell the customer a new solution will soon be available.

Carefully tell the customer to get more people to use your product.

NO.83 Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

No action is necessary as long as the health index is green

Observe the online image of the customer

Review and update the success plan for ongoing activities

Manage the service issues and escalations

Join the sales and marketing strategy meetings

NO.84 Which two outcomes are expansion opportunities within customer success? (Choose two.)

expansion of solution features

renewal of solution subscription

purchase of a new solution

deployment of solution

expansion of solution services

NO.85 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?

Quarterly Success Review build and delivery

service introduction to confirm that they know how to submit service issues at the go live

initial user group identified and their use cases confirmed

customer’s stakeholders and their business outcomes

additional features that will align with the business outcomes

NO.86 Which two actions are in adoption campaign? (Choose two.)

messaging to users on best practice approaches to their solution

messaging to stakeholders on new product releases

messaging to stakeholders on the new features of their solution

survey sent to all end users

renewal reminder to stakeholders

NO.87 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?

Evaluate the availability of resources to work on the problem.

Engage a specialist to identity a technical solution or workaround.

Conduct an assessment of the business impact of the problem.

Establish a timeline of when a solution must be in place.

NO.88 During the delivery of a security solution, adoption barriers were identified. Those barriers were addressed, and the customer’s business goals are now fulfilled. The customer is pleased with their solution and shares this experience in blogs and social medi
a. In which stage is the customer?

Adoption

Optimize

Expand

Advocate

NO.89 Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?

Customer Success Specialist

Technical Engineer

Sales Engineer

Solution Product Manager

NO.90 What defines customer success?

the business methodology of ensuing that customers are always on the latest software releases and subscription contracts so customers can focus on core business activities.

a measure of the Net Promoter Score resulting from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly together to deliver a positive experience.

the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using the product or service.

the business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.

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