Cisco 820-605 Online Practice Questions and Exam Preparation

Cisco 820-605 Online Questions & Answers

• Question 111:

  The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

  A. Suggest that the customer replace their existing staff
  B. Provide the customer with a chargeable deployment service
  C. Re-enforce the time to value of the solution
  D. Give the customer a discount on a future purchase
  C. Re-enforce the time to value of the solution

• Question 112:

  What are two expectations of the Quarterly Success Review? (Choose two.)

  A. Consider upgrades to support existing solutions.
  B. Track key performance indicators or milestones.
  C. Offer additional license purchases.
  D. Align with customer’s critical business objectives.
  E. Negotiate the level of discount in a solution expansion.
  B. Track key performance indicators or milestones.
  D. Align with customer’s critical business objectives.

• Question 113:

  Refer to the exhibit.

  

  What is the concern for a Customer Success Manager within this task of the RACI matrix?

  A. Lack of sufficient expertise with minimal consulting stakeholders engaged.
  B. Running the risk of under communicating with too few stakeholders involved.
  C. It is difficult to get a consensus or agreement with the number of roles accountable.
  D. Too many people are responsible, which leaves no clear leader.
  C. It is difficult to get a consensus or agreement with the number of roles accountable.

• Question 114:

  Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

  A. increase in new subscribers or increase in end users
  B. number of incidents reported or number of compliance issues
  C. reduction in headcount or operational support costs
  D. customer and employee feedback
  E. number of activities completed or increase in direct time
  E. number of activities completed or increase in direct time

• Question 115:

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

  A. It provides the opportunity to address any changes in the customer's experience or actions around the solution
  B. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
  C. Understanding your customer's health directly enables renewals
  D. It gives the customer valuable insight so they can automatically renew critical on time
  A. It provides the opportunity to address any changes in the customer's experience or actions around the solution

• Question 116:

  What is an objective of the Customer Success Manager?

  A. make decisions on behalf of the customer to reduce time to value
  B. train customers to ensure they understand the full capabilities of the solution
  C. help customers recognize the self-service model
  D. solve customer problems to attain business outcomes
  D. solve customer problems to attain business outcomes

• Question 117:

  DRAG DROP

  The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.

  Select and Place:

  

  

  ---

  Explanation/Reference:

• Question 118:

  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.
  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.

• Question 119:

  Which two results of a successful customer onboarding stage are the most important? (Choose two.)

  A. organization chart discussed
  B. account relationships identified
  C. desired business outcomes discussed
  D. stakeholders identified
  E. network diagrams discussed
  C. desired business outcomes discussed
  D. stakeholders identified

• Question 120:

  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
  C. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue