820-605 Dumps Guarantee You Pass 820-605 Exam Easily

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May 12, 2023

As new threats and vulnerabilities emerge, the 820-605 exam is updated to reflect the latest trends in Cisco Specialist Certifications. By using 820-605 exam dumps questions, you can ensure that you're staying up-to-date with the latest exam content and are fully prepared to address new challenges in Cisco Customer Success Manager. Cisco 820-605 exam dumps questions can help you optimize your preparation and ensure that you're fully prepared for the exam. Practice free Cisco 820-605 exam dumps questions below.

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1. Which outcome is the best that a Customer Success Manager can achieve for a customer?

adoption of all the licenses and features the customer purchased leading to expansion to improve the customer’s business

full adoption of all the technologies the customer purchased

removing barriers so the customer achieves the fastest time to value possible from the solution they purchased

ensuring the customers deployment teams and end users are trained and ready to adopt the technology

2. From a Customer Success perspective, which reason to monitor your customer’s health is the most important?

It provides the opportunity to address any changes in the customer’s experience or actions around the solution

It allows the customer to identify unused licenses so they can be addressed via a service improvement plan

Understanding your customer’s health directly enables renewals

It gives the customer valuable insight so they can automatically renew critical on time

3. What is a business adoption barrier?

solution is not implemented

customer lacks technical knowledge

services are unpurchased

lack of customer stakeholder

4. What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

capability gap

financial gap

consumption gap

organizational gap

5. 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

6. Which type of analytics has telemetry that demonstrates the customer’s use of the software and actions to date?

diagnostic

descriptive

prescriptive

predictive

7. Refer to the exhibit.

Which role is accountable for the Develop and validate Success Plan update activity?

Account Manager

Customer Success Manager

Product Sales Specialist

Business Development Manager

8. 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 media.

In which stage is the customer?

Adoption

Optimize

Expand

Advocate

9. On which two objectives should communication with customer executives focus? (Choose two)

return on investment

new sales

product improvement

user training

time to value

10. Which perspectives are covered in a balanced scorecard?

customer, employee, partner, risk

business process, customer, financial, learning, growth

competition, culture, financial. IT systems

business outcomes, customer, employee, risk

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11. What defines a use case?

comparison of the marketing description of what a product does and the customer’s experience.

list of actions that define the interactions between a role and a system to achieve a goal.

list of actions or event steps that a customer uses.

list of instructions customers use for their software.

12. A customer does not feel they have received value from a software solution, and the 3-year contract is expiring in 60 days. The customer is hesitant to continue spending money and is considering other alternatives.

Which stakeholder is responsible for ensuring that the customer realizes value from solutions coming up for renewal?

Renewals Manager

Account Manager

Product Sales Specialist

Customer Success Manager

13. 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.

14. 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.

15. Which expense is an operating expense (OPEX)?

payroll

computer equipment

software

office improvements

16. In which lifecycle stage would a lack of skilled resources be identified as a barrier?

sales proof of concept

late-stage adoption

early-stage adoption

solution renewal

17. Which two steps in the customer lifecycle approach are owned by the sales and marketing team? (Choose two)

Deployment

Adoption

Awareness

Evaluation

Experience

18. What are two examples of expand opportunities? (Choose two.)

providing solution optimization services

adding headcount to manage solution by the customer

training on existing features

hosting an executive review

increasing license count

19. DRAG DROP

Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.

20. Which definition of customer success is true?

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

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

It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.

It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.

Page 3 of 4

21. Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)

help desk data

health score

risk management

telemetry

training surveys

22. 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.)

Have marketing write a blog post about the new solution.

Encourage the customer to purchase updated endpoints.

Block all alternative chat and video collaboration systems.

Conduct a survey to determine which collaboration solutions users are using.

Advertise additional user training sessions throughout the organization.

23. Which type of information should be captured during the first customer engagement?

cases escalated to technical support

expansion opportunities

customer's desired outcomes

stakeholder map

24. Which two adoption outcomes are renewal indicators? (Choose two)

customer testimonial

solution discount

payment schedule

optimized services

training attendance

25. DRAG DROP

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.

26. What are two barriers to adoption within an organization? (Choose two.)

solution implemented by partner

agile development model

inadequate knowledge and skills

centralized IT organization

organizational silos

27. Which sources should be used to uncover customer barriers?

data, health score, intuition

conversation, data, health score

intuition, observation, data

observation, conversation, data

28. 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.

29. Which statement describes an end user adoption barrier?

There are insufficient licenses for additional staff from a newly acquired company to use the solution.

The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.

The budget is insufficient to implement the solution for a new branch of the business.

Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

30. Which type of analytics has telemetry that shows the customer’s use of the software and defines what has happened to date?

descriptive

diagnostic

prescriptive

predictive

Page 4 of 4

31. The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution.

Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)

Create a new Health Index dashboard with the Sales team.

Evaluate the customer's expertise in managing the purchased solution.

Examine solution pricing with the Renewals Manager.

Schedule Quarterly Business Review with the new leadership team.

Review the original business case and reassess desired outcomes with the new leadership team.

32. Which tool is used by a Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?

KPIs

Stakeholder Map

RACI

Health Index Report

33. Which definition of a use case is true?

comparison of the marketing description of what a product does to the customer’s experience

list of actions or event steps that a customer uses

list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal

list of instructions that customer uses for their software

34. What is a type of expansion opportunity?

additional user groups

positive customer sentiment

strong stakeholder communication

using latest release versions

35. Which Customer Success activity is critical from the supplier perspective?

identifying opportunities for sales expansion

driving full adoption of the company's technology across all supported solutions

ensuring the customer has a success plan and is achieving each milestone in a timely manner

listening carefully to the customer's feedback and taking actions so the company's solutions can be improved

36. Which list of components of a Customer Success Quarterly Success Review is common?

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, services delivered, issues and open services cases, and confirm goals for next quarter

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

37. What is the value proposition of customer success for customers?

business vision support

technical assistance prioritization

external publicity

incremental rewards

38. Which of these is included in a success plan?

confidential customer information

customer business outcomes

customer HR processes

services cost

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