Cisco 820-605 Online Practice Questions and Exam Preparation

Cisco 820-605 Online Questions & Answers

• Question 1:

  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. Assign internal resources to develop and deliver training to the customer's IT staff to ensure the project is successful.
  C. Complete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan.
  D. Research the best training available for this new technology and ensure as many IT staff as possible attend the training.
  A. Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology.

• Question 2:

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

• Question 3:

  Which Key Performance Indicators contribute to customer value achievements?

  A. profit and risk reduction
  B. employee usage and training volume
  C. product, services, and sales
  D. cost, time, and customer satisfaction
  D. cost, time, and customer satisfaction

• Question 4:

  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. Engage the service delivery manager and request two days of free consultation for the customer
  B. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
  C. Escalate the situation to your manager and request a customer visit to understand concerns and expectations
  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
  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

• Question 5:

  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. Understand the architecture of the purchased solution.

• Question 6:

  Which two components of Key Performance Indicators contribute to customer value achievement? (Choose two.)

  A. quality of service performance data
  B. increased hours of operation
  C. speed to resolution of service requests
  D. customer sentiment
  E. upgrading to the latest version of the software
  A. quality of service performance data
  C. speed to resolution of service requests

• Question 7:

  Who confirms the use cases targeted in a Customer Success Plan?

  A. primary customer stakeholder
  B. account team sales lead
  C. customer enterprise architect
  D. Customer Success Manager
  A. primary customer stakeholder

• Question 8:

  What defines customer success?

  A. 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.
  B. 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.
  C. the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using the product or service.
  D. the business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
  C. the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using the product or service.

• Question 9:

  Which action should be taken when new company leadership is forcing a competitor's solution?

  A. Recheck the value realized by the current solution.
  B. Demonstrate how the current solution is a lower-cost solution than competitors.
  C. Hold an executive briefing to evaluate risks of the proposed solution.
  D. Tell the new leadership about the long-standing relationship between two companies.
  A. Recheck the value realized by the current solution.

• Question 10:

  What is a barrier to adopting software tools?

  A. limited resources
  B. recurring cost
  C. commercial decision
  D. organization size
  A. limited resources