[Aug-2024] 820-605 Pre-Exam Practice Tests | Exam Questions and Answers for Digital Transformation Specialist Study Guide
Cisco Customer Success Manager Certification Sample Questions
Cisco 820-605 certification exam is a valuable certification for professionals who want to advance their careers in customer success management. Cisco Customer Success Manager certification demonstrates that the candidate has the knowledge and skills necessary to deliver exceptional customer experiences and drive customer success within their organization. Cisco Customer Success Manager certification is recognized globally, making it a valuable asset for professionals who work in multinational organizations. In addition, the certification provides a competitive advantage to candidates who are seeking new job opportunities or promotions.
NEW QUESTION # 89
A customer's renewal is due in the next 6 months Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two )
- A. sales account plan
- B. detailed contract inventory
- C. support tickets reports and diagnostic information
- D. customer annual report and quarterly business reviews
- E. questions to validate the interpreted analytical data
Answer: D,E
NEW QUESTION # 90
Which element of the renewal risk analysis is associated with a customer's requests to maintain existing pricing?
- A. customer budget
- B. competitive differentiation
- C. adoption barriers
- D. value realization
Answer: A
NEW QUESTION # 91
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. No action is necessary as long as the health index is green
- C. Manage the service issues and escalations
- D. Observe the online image of the customer
- E. Join the sales and marketing strategy meetings
Answer: A,B
NEW QUESTION # 92
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. renewal of solution subscription
- B. expansion of solution features
- C. purchase of a new solution
- D. expansion of solution services
- E. deployment of solution
Answer: B,E
Explanation:
Explanation/Reference:
NEW QUESTION # 93
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?
- A. Implement
- B. Adopt
- C. Onboard
- D. Use
Answer: B
NEW QUESTION # 94
Which of these is included in a success plan?
- A. confidential customer information
- B. customer HR processes
- C. services cost
- D. customer business outcomes
Answer: C,D
NEW QUESTION # 95
Which method is directly associated with evaluating a customer outcome?
- A. key performance indicators
- B. metrics
- C. milestones
- D. benchmarks
Answer: D
NEW QUESTION # 96
The Customer Success Manager notices that their customer has delayed going into production.
Which action does the Customer Success Manager consider?
- A. Give the customer a discount on a future purchase
- B. Re-enforce the time to value of the solution
- C. Provide the customer with a chargeable deployment service
- D. Suggest that the customer replace their existing staff
Answer: B
NEW QUESTION # 97
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 two main barriers to adoption does the customer face? (Choose two.)
- A. technical barrier
- B. process barrier
- C. product barrier
- D. cultural barrier
- E. cost barrier
Answer: B,D
NEW QUESTION # 98
Which outcome is the best that a Customer Success Manager can achieve for a customer?
- A. removing barriers so the customer achieves the fastest time to value possible from the solution they purchased
- B. adoption of all the licenses and features the customer purchased leading to expansion to improve the customer's business
- C. ensuring the customers deployment teams and end users are trained and ready to adopt the technology
- D. full adoption of all the technologies the customer purchased
Answer: A
NEW QUESTION # 99
Which two results of a successful customer onboarding stage are the most important? (Choose two.)
- A. stakeholders identified
- B. account relationships identified
- C. desired business outcomes discussed
- D. organization chart discussed
- E. network diagrams discussed
Answer: A,C
NEW QUESTION # 100
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. Quarterly Success Review build and delivery
- C. service introduction to confirm that they know how to submit service issues at the go live
- D. additional features that will align with the business outcomes
- E. customer's stakeholders and their business outcomes
Answer: A,E
NEW QUESTION # 101
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 # 102
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. network utilization, number of meetings user initiated, number of users
- B. number of users registered, number of meetings user initiated, number of meetings user joined
- C. number of users registered, service logs, number of users
- D. number of users registered, bandwidth utilization, number of training sessions user joined
Answer: B
NEW QUESTION # 103
In which stage does the Customer Success Manager initially validate stakeholders?
- A. onboarding
- B. deployment
- C. purchase
- D. utilization
Answer: D
NEW QUESTION # 104
What are two customer advantages of purchasing subscription licenses? (Choose two.)
- A. It creates high aftermarket resale value.
- B. It enables software providers to control customer consumption.
- C. Software maintenance is offered through a separate contract.
- D. It provides the customer with a pay per use model.
- E. The customer can discontinue the subscription if value is not realized.
Answer: D,E
NEW QUESTION # 105
What is an objective of the Customer Success Manager?
- A. help customers recognize the self-service model
- B. solve customer problems to attain business outcomes
- C. train customers to ensure they understand the full capabilities of the solution
- D. make decisions on behalf of the customer to reduce time to value
Answer: B
NEW QUESTION # 106
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 making sure the customer deploys the solution within an effective timeline. - B. 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. - 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: D
NEW QUESTION # 107
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 notifications of new feature releases.
- C. The adoption campaign provides free trial licenses for feature upgrades.
- D. The adoption campaign provides free user training.
- E. The adoption campaign surveys all end users for product feedback.
Answer: B,E
NEW QUESTION # 108
The Chief Information Officer (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 for 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. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
- C. Have the CIO define a clear IT strategy and implement the suggestions immediately.
- D. Have the CSM define how value should be measured at the end of the contract period.
Answer: A
NEW QUESTION # 109
From a Customer Success perspective, why should the customer's health be monitored?
- A. to identify unused licenses so they can be addressed via a service improvement plan
- B. to provide the opportunity to address any changes in the customer's experience around the solution
- C. to give the customer valuable insight so they can automatically renew critical services on time
- D. to directly enable renewals
Answer: B
NEW QUESTION # 110
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Cisco 820-605 exam is a computer-based exam that is administered at Pearson VUE testing centers worldwide. 820-605 exam consists of 55-65 multiple-choice and simulation questions that must be answered within 90 minutes. The passing score for the exam is 750 out of 1000. 820-605 exam fee is $300, and it is valid for three years.
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