820-605 Real Exam Questions and Verified Answers

Question 1 Single choice

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

A
adoption of all the licenses and features the customer purchased leading to expansion to improve the customer's business
B
full adoption of all the technologies the customer purchased
C
removing barriers so the customer achieves the fastest time to value possible from the solution they purchased
D
ensuring the customers deployment teams and end users are trained and ready to adopt the technology

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Correct answer: C

Question 2 Single choice

Which expense is an operating expense (OPEX)?

A
payroll
B
computer equipment
C
software
D
office improvements

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Correct answer: A

Question 3 Single choice

A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production.

How should the Customer Success Manager address the one solution that has not been fully enabled?

A
Contact the services team and request that they reach out to the customer to address the solution
B
Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
C
Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
D
No action is needed because the customer will probably renew and you can address the issue after the renewal

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Correct answer: C

Question 4 Single choice

What is the value proposition of customer success for customers?

A
reduction of risk
B
reduced time to valuae
C
expansion opportunities
D
impacting business outcomes

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Correct answer: D

Question 5 Multiple choice

The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software.

Which two adoption barriers must be investigated? (Choose two)

A
limited telemetry
B
purchase policy process
C
lack of common features
D
lack of communication
E
business misalignment

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Correct answers: D, E

Question 6 Single choice

How are operating expenses (OpEx) different from capital expenses (CapEx)?

A
OpEx are investments a company pays for up-front, while CapEx are the on-going costs to run a business.
B
OpEx includes software licenses with contracts that have user rights in perpetuity, while CapEx includes software services that are easily reconfigured.
C
OpEx is expenses for the day-to-day operation of a business, while CapEx is investments in assets.
D
OpEx has depreciation, while there is no deprecation with CapEx.

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Correct answer: C

Question 7 Multiple choice

Which two activities support Customer Success planning? (Choose two.)

A
service ticket tracking
B
adoption barrier identification
C
quality control
D
service delivery program management
E
KPI tracking

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Correct answers: B, E

Question 8 Single choice

Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

A
Service organizations must evolve from a "break fix" business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption.
The CSM advises and professional services team on the best services to position.
B
IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
C
IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
D
The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.

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Correct answer: C

Question 9 Single choice

Which topics must be covered during a Quarterly Success Review to ensure that outcomes are achieved?

A
the success plan, the agreed priorities, and the planned outcomes
B
technical support cases in flight and support options
C
stakeholder mapping and planned training sessions
D
upcoming contract renewal and expansion opportunities

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Correct answer: A

Question 10 Multiple choice

The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition.

Which two business outcomes are critical to the company's success? (Choose two.)

A
risk management
B
employee satisfaction
C
cost efficiency
D
credibility
E
sustainability

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Correct answers: B, C