Practice Free 820-605 Exam Online Questions
What are two examples of expand opportunities? (Choose two.)
- A . providing solution optimization services
- B . adding headcount to manage solution by the customer
- C . training on existing features
- D . hosting an executive review
- E . increasing license count
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.
Which action does a Customer Success Manager take when the customer has technical questions at an onsite Quarterly Review meeting?
- A . Modify the meeting agenda and call in a technical resource.
- B . Request the customer to open a support case.
- C . Answer the questions as best they can and plan an onsite follow-up training.
- D . Identify potential adoption challenges related to technical questions and schedule a meeting to address these questions.
D
Explanation:
When a customer has technical questions at an onsite Quarterly Review meeting, the appropriate action for a Customer Success Manager (CSM) is to identify potential adoption challenges related to the technical questions and schedule a meeting to address these questions. This approach ensures that the customer’s concerns are acknowledged and that a dedicated session is arranged to provide thorough answers and solutions. It also allows the CSM to prepare adequately and involve the necessary technical resources to address the customer’s needs effectively.
What is the barrier type when end-users are having difficulties understanding the features and functionalities of the new solution?
- A . technical
- B . business
- C . operational
- D . corporate culture
What is a business adoption barrier?
- A . solution is not implemented
- B . customer lacks technical knowledge
- C . services are unpurchased
- D . lack of customer stakeholder
Which term describes the gap between the features and functions customers purchases and the features and functions customers use?
- A . consumption
- B . organizational
- C . financial
- D . capability
Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)
- A . help desk data
- B . health score
- C . risk management
- D . telemetry
- E . training surveys
What defines a use case?
- A . comparison of the marketing description of what a product does and the customer’s experience.
- B . list of actions that define the interactions between a role and a system to achieve a goal.
- C . list of actions or event steps that a customer uses.
- D . list of instructions customers use for their software.
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 . Establish a timeline of when a solution must be in place.
- D . Ensure the escalation to technical specialists.
What is the value proposition of customer success for customers?
- A . business vision support
- B . technical assistance prioritization
- C . external publicity
- D . incremental rewards