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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.
NEW QUESTION # 33
A Customer Success Manager was assigned a strategic new account.
Which action prepares them for the customer introduction meeting?
- A. Document customer's current technical escalations.
- B. Perform a deep analysis of all the sales orders to the past 24 months.
- C. Engage with the account team to understand the expansion opportunities.
- D. Speak the internal contacts to understand the customer's priorities and sentiment.
Answer: D
NEW QUESTION # 34
You are a Customer Success Manager and have just been assigned a strategic new account. Which course of action is the best to help you prepare for the first customer introduction meeting?
- A. Engage with the account team to understand the expansion opportunities
- B. Perform a deep analysis of all the sales orders to the past 24 months
- C. Build an understanding of your customer's business and market trends and priorities
- D. Speak the internal contacts to understand the customer sentiment and outstanding escalations
Answer: C
NEW QUESTION # 35
What is the purpose of targeted use cases?
- A. They highlight the product differentiation from a competitor.
- B. They function without the purchase of additional services.
- C. They provide customers with ways to take advantage of additional features.
- D. They define how a solution is applied to enable a desired outcome.
Answer: A
NEW QUESTION # 36
What is the best method to measure customer consumption of technology?
- A. content management
- B. telemetry and analytics
- C. recurring revenue management
- D. enterprise CRM and incident management
Answer: B
Explanation:
Explanation
NEW QUESTION # 37
From a Customer Success perspective, why should the customer's health be monitored?
- A. to provide the opportunity to address any changes in the customer's experience around the solution
- B. to give the customer valuable insight so they can automatically renew critical services on time
- C. to identify unused licenses so they can be addressed via a service improvement plan
- D. to directly enable renewals
Answer: B
NEW QUESTION # 38
What are two barriers Of adoption in an organization? (Choose two )
- A. implementation issues
- B. organizational announcements
- C. lack of knowledge on solution
- D. new product sales motion
- E. hiring practices
Answer: A,D
NEW QUESTION # 39
A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership.
Which action does the Customer Success Manager take first?
- A. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
- B. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps
- C. Engage the service delivery manager and request two days of free consultation for the customer
- D. Escalate the situation to your manager and request a customer visit to understand concerns and expectations
Answer: B
NEW QUESTION # 40
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 surveys all end users for product feedback.
- D. The adoption campaign provides free user training.
- E. The adoption campaign provides free trial licenses for feature upgrades.
Answer: B,E
NEW QUESTION # 41
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. renewal of solution subscription
- B. expansion of solution services
- C. purchase of a new solution
- D. deployment of solution
- E. expansion of solution features
Answer: D,E
Explanation:
Explanation/Reference:
NEW QUESTION # 42
What is a leading indicator of adoption in the healthscore?
- A. renewal
- B. integrated account plan
- C. product sales
- D. product quality
Answer: D
NEW QUESTION # 43
What is the customer success objective of a Quarterly Success Review?
- A. Create a success plan.
- B. Introduce new products and services.
- C. Evaluate renewal contract.
- D. Align work effort to outcomes.
Answer: D
NEW QUESTION # 44
A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution.
The Customer Success Manager acknowledges the concern and takes ownership.
Which action does the Customer Success Manager take first?
- A. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution.
- B. Escalate the situation to your manager and request a customer visit to understand concerns and expectations.
- C. Engage the service delivery manager and request two days of free consultation for the customer.
- D. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps.
Answer: D
NEW QUESTION # 45
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?
- A. current configuration guide of the product solution
- B. current existing products that are being displaced by the solution
- C. product use case that will achieve the desired outcome
- D. KPI that will be improved by the new product solution
Answer: C
Explanation:
Explanation/Reference: https://sixteenventures.com/improve-adoption
NEW QUESTION # 46
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?
- A. Health Index Report
- B. RACI
- C. Stakeholder Map
- D. KPIs
Answer: B
Explanation:
The responsible, accountable, consulted, informed (RACI) model can be used as an effective tool to manage the allocation of roles in a group/cross functional project to ensure efficient execution.
It also facilitates stakeholder management for project leads.
NEW QUESTION # 47
A customer wants to deploy new technology. The Customer Success Manager is concerned the customer is not ready to adopt the solution. Which steps with the Project and Operations teams ensure a successful adoption?
- A. Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology.
- B. Complete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan.
- C. Assign internal resources to develop and deliver training to the customer's IT staff to ensure the project is successful.
- D. Research the best training available for this new technology and ensure as many IT staff as possible attend the training.
Answer: A
NEW QUESTION # 48
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 # 49
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