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Cisco 820-605 exam consists of 60-70 questions that need to be completed within 90 minutes. 820-605 exam is available in English and Japanese languages and can be taken online or in-person at a Pearson VUE test center. Upon passing the exam, individuals will receive the Cisco Customer Success Manager Specialist certification, which demonstrates their proficiency in customer success management and their commitment to excellence in their field.
NEW QUESTION # 16
Which Customer Success activity is critical from the supplier perspective?
- A. identifying opportunities for sales expansion
- B. driving full adoption of the company's technology across all supported solutions
- C. ensuring the customer has a success plan and is achieving each milestone in a timely manner
- D. listening carefully to the customer's feedback and taking actions so the company's solutions can be improved
Answer: C
NEW QUESTION # 17
A customer has six technical support cases open that are related to user connectivity that have negatively impacted the customer health scores for product quality and customer sentiment. After the Customer Success Manager assesses the business impact, which action creates a mitigation plan?
- A. Offer the customer a discount because of their problems.
- B. Request a meeting with customer executives.
- C. Ensure the escalation to technical specialists.
- D. Establish a timeline of when a solution must be in place.
Answer: D
NEW QUESTION # 18
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. deployment of solution
- B. purchase of a new solution
- C. renewal of solution subscription
- D. expansion of solution features
- E. expansion of solution services
Answer: A,D
Explanation:
Explanation/Reference:
NEW QUESTION # 19
Which two actions are critical when communicating with executives? (Choose two.)
- A. Focus on the value achieved
- B. Keep services as a primary topic
- C. Incorporate the sales team's plan
- D. Focus on technical details
- E. Target executive priorities
Answer: B,E
NEW QUESTION # 20
The customer wants to reduce their exposure to security events. Which business outcome is critical to the company's success?
- A. cost efficiency
- B. market growth
- C. risk management
- D. sustainability
Answer: C
NEW QUESTION # 21
Which two metrics are used by Customer Success Managers to measure customer success?
(Choose two.)
- A. training surveys
- B. risk management
- C. health score
- D. help desk data
- E. telemetry
Answer: C,E
NEW QUESTION # 22
Which element of the renewal risk analysis is associated with a customer's requests to maintain existing pricing?
- A. value realization
- B. customer budget
- C. adoption barriers
- D. competitive differentiation
Answer: B
NEW QUESTION # 23
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 has seen a recent decline and the chance of them churning will be higher
- B. The customer has a high probability to renew and will include an expanded opportunity
- C. The customer has increased usage, which shows a strong indicator of renewal
- D. The customer's usage is too low to correctly measure the chance of their retention
Answer: A
NEW QUESTION # 24
Which expense is an operating expense (OPEX)?
- A. office improvements
- B. software
- C. payroll
- D. computer equipment
Answer: B
NEW QUESTION # 25
Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager's company. Which two opportunities can lead to advocacy? (Choose two.)
- A. results that are not measurable
- B. moments of success when the customer acknowledges progress
- C. successful contract renewal
- D. green health scores over intermittent time periods
- E. continuing results based on unexpected value
Answer: B,C
NEW QUESTION # 26
Drag and Drop Question
The customer wants to increase the utilization of their video conferencing system.
Drag and drop the actions from the left into the correct sequence on the right.
Answer:
Explanation:
NEW QUESTION # 27
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. Twice yearly student and staff surveys with two questions related to IT
- B. Measure the number of complaints raised by students.
- C. Implement staff Super Users to provide feedback
- D. Combination of tailored surveys and IT tools-based metrics.
Answer: A
NEW QUESTION # 28
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
- A. No action is necessary as long as the health index is green.
- B. Join the sales and marketing strategy meetings.
- C. Manage the service issues and escalations.
- D. Review and update the success plan for ongoing activities.
- E. Observe the online image of the customer.
Answer: A,B
NEW QUESTION # 29
Which element of the renewal risk analysis is associated with a customer's requests to maintain existing pricing?
- A. value realization
- B. adoption barriers
- C. customer budget
- D. competitive differentiation
Answer: D
NEW QUESTION # 30
Which type of analytics has telemetry that demonstrates the customer's use of the software and actions to date?
- A. descriptive
- B. prescriptive
- C. predictive
- D. diagnostic
Answer: D
NEW QUESTION # 31
What is a lagging indicator of the customer achieving the value proposition?
- A. movement to evaluate stage
- B. product deployment
- C. decrease in the number of problem reports
- D. contract renewal
Answer: C
NEW QUESTION # 32
What are two examples of expand opportunities? (Choose two.)
- A. training on existing features
- B. hosting an executive review
- C. adding headcount to manage solution by the customer
- D. providing solution optimization services
- E. increasing license count
Answer: D,E
NEW QUESTION # 33
What is a business adoption barrier?
- A. customer lacks technical knowledge
- B. lack of customer stakeholder
- C. services are unpurchased
- D. solution is not implemented
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. 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 and accelerate solution adoption.
The CSM advises and professional services team on the best services to position. - 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. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
Answer: D
NEW QUESTION # 35
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. Have marketing write a blog post about the new solution.
- B. Block all alternative chat and video collaboration systems.
- C. Encourage the customer to purchase updated endpoints.
- D. Conduct a survey to determine which collaboration solutions users are using.
- E. Advertise additional user training sessions throughout the organization.
Answer: D,E
NEW QUESTION # 36
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 # 37
In which stage does the Customer Success Manager initially validate stakeholders?
- A. deployment
- B. purchase
- C. utilization
- D. onboarding
Answer: D
NEW QUESTION # 38
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Cisco 820-605 exam is a 90-minute exam that consists of 65-75 questions. 820-605 exam is available in English and Japanese languages. 820-605 exam format includes multiple-choice questions, drag and drop questions, and simulation-based questions. The passing score for the exam is 70%.
Cisco 820-605 Exam is a globally recognized certification that validates the expertise of professionals in the field of customer success management. 820-605 exam covers a variety of topics related to customer success management and tests the candidate's knowledge and ability to apply this knowledge in real-world scenarios. Passing the exam requires a score of at least 750 out of 1000, and the exam is available in English and Japanese at any Pearson VUE testing center worldwide.
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