Practice Free 820-605 Exam Online Questions
The customer purchased a solution with a specific use case in mind but has not yet expressed interest in additional use cases.
Which two actions gain their commitment to add use cases? (Choose two.)
- A . Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.
- B . Recognize tools that compete with the expansion opportunity and offer discounts to switch.
- C . Conduct a discovery session to uncover their additional pain points.
- D . Provide additional training on the current use case to drive adoption.
- E . Present case studies that outline the benefits they achieved and highlight compelling metrics.
What are two drivers for Customer Success? (Chooser two)
- A . The customer trusts that Cisco support will solve any issues.
- B . The customer receives training for new products and services.
- C . The customer recognizes the value of initial use case implementations.
- D . The customer gives feedback about the purchased product.
- E . The mature and fully deployed solution is running in production.
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 . moments of success when the customer acknowledges progress
- B . successful contract renewal
- C . green health scores over intermittent time periods
- D . continuing results based on unexpected value
- E . results that are not measurable
During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription.
Which barrier must the CSM overcome?
- A . operational
- B . business
- C . technical
- D . data
What is the desired outcome for a Customer Success Manager to achieve for a customer?
- A . facilitating the adoption of all the licenses and features the customer purchased leading to expansion to improve the customers’ business
- B . removing barriers so the customer achieves the fastest time to value possible from the purchased solution
- C . providing the organization with a level of oversight of customer spending so the customer has budget visibility
- D . maintaining software and hardware contracts so the customer maintains up-to-date versions of their products
B
Explanation:
The desired outcome for a Customer Success Manager (CSM) to achieve for a customer is removing barriers so the customer achieves the fastest time to value possible from the purchased solution. This aligns with the CSM’s role in ensuring that customers can quickly and effectively realize the value of their investment, which is critical in a subscription-based economy where ongoing customer satisfaction is essential for retention and continued revenue streams. The CSM’s focus is on facilitating customer adoption and usage, identifying and overcoming adoption barriers, and helping customers achieve their business outcomes efficiently.
Reference:
• Cisco’s official page on Customer Success Manager certification1.
• Cisco Learning Network’s article on Cisco Customer Success Manager Specialist2.
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?
- A . Evaluate the availability of resources to work on the problem.
- B . Engage a specialist to identity a technical solution or workaround.
- C . Conduct an assessment of the business impact of the problem.
- D . Establish a timeline of when a solution must be in place.
What is the best reason for documenting your customer’s success?
- A . To provide awareness of the value achieved by the customer’s purchased solution
- B . To establish KPI’s that measure the success of your company’s business
- C . To document roles and responsibilities for your project management
- D . To provide expansion opportunities for your sales team
Which action should a Customer Success Manager take when the product utilization score is not improving?
- A . Conduct customer interviews to understand current adoption barriers and develop a solution plan.
- B . Engage the sales team to upsell the solution and offer options and product diversity to the customer.
- C . Review the support case history to identify product quality or customer education issues.
- D . Contact the product operations team to review the telemetry and offer insights to the customer.
What is a key driver that is creating the need for customer success?
- A . financial resources
- B . subscription economy
- C . advanced specializations
- D . portfolio management
A customer recently reached the Use Stage for Network Provisioning and Operations in the Data Center Network solution domain.
Which action should be recommended?
- A . Overview the security of the purchased solution and policy best practices.
- B . Learn the solution concepts.
- C . Become familiar with the fundamentals of the purchased solution.
- D . Understand the architecture of the purchased solution.
D
Explanation:
When a customer reaches the Use Stage for Network Provisioning and Operations in the Data Center Network solution domain, the recommended action is to understand the architecture of the purchased solution. This understanding is crucial as it allows the customer to fully utilize the features and capabilities of the solution, ensuring they can optimize their network operations effectively. It also enables them to identify areas where they can improve efficiency and performance, which is essential for achieving the desired outcomes from their investment in the technology.
Reference: • Cisco’s official page on Customer Success Manager certification1.
• Lifecycle Advantage blog by Cisco, highlighting the importance of overcoming adoption barriers and helping customers progress through the lifecycle journey2.
• CSM Exam Overview on Cisco Learning Network, which outlines the knowledge and skills tested in the exam