Cisco 820-605 Online Practice Questions and Exam Preparation

Cisco 820-605 Online Questions & Answers

• Question 121:

  A customer has six technical support cases open that are related to user connectivity that have negatively impacted the customer health scores for product quality and customer sentiment. After the Customer Success Manager assesses the business impact, which action creates a mitigation plan?

  A. Offer the customer a discount because of their problems.
  B. Request a meeting with customer executives.
  C. Establish a timeline of when a solution must be in place.
  D. Ensure the escalation to technical specialists.
  C. Establish a timeline of when a solution must be in place.

• Question 122:

  A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach to measure success is the best?

  A. Twice yearly student and staff surveys with two QUESTION NO:s related to IT
  B. Measure the number of complaints raised by students
  C. Combination of tailored surveys and IT tools-based metrics
  D. Implement staff Super Users to provide feedback
  C. Combination of tailored surveys and IT tools-based metrics

• Question 123:

  What is a common indicator of customer health?

  A. number of services purchased
  B. number of licenses purchased
  C. customer satisfaction metric
  D. amount of money spent on the solution
  C. customer satisfaction metric

• Question 124:

  The customer wants to increase their market share and protect brands reputation. Which two business outcomes are critical to the company's success? (Choose two.)

  A. risk management
  B. credibility
  C. business growth
  D. cost efficiency
  E. sustainability
  B. credibility
  C. business growth

• Question 125:

  What is a leading indicator of adoption in the healthscore?

  A. renewal
  B. integrated account plan
  C. product sales
  D. product quality
  B. integrated account plan

• Question 126:

  Which term describes the gap between the features and functions customers purchases and the features and functions customers use?

  A. consumption
  B. organizational
  C. financial
  D. capability
  A. consumption

• Question 127:

  What are two customer advantages of purchasing subscription licenses? (Choose two.)

  A. It enables software providers to control customer consumption.
  B. The customer can discontinue the subscription if value is not realized.
  C. It provides the customer with a pay per use model.
  D. It creates high aftermarket resale value.
  E. Software maintenance is offered through a separate contract.
  B. The customer can discontinue the subscription if value is not realized.
  C. It provides the customer with a pay per use model.

• Question 128:

  What is the role of a subject matter expert in the Customer Success process?

  A. accelerates customer value realization
  B. challenges the status quo
  C. drives adoption
  D. shares industry trends
  B. challenges the status quo

• Question 129:

  Which element of the renewal risk analysis is associated with a customer's requests to maintain existing pricing?

  A. customer budget
  B. adoption barriers
  C. value realization
  D. competitive differentiation
  A. customer budget

• Question 130:

  Which definition of customer success is true?

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