Cisco 820-605 Online Practice Questions and Exam Preparation

Cisco 820-605 Online Questions & Answers

• Question 151:

  A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.)

  A. Have marketing write a blog post about the new solution.
  B. Encourage the customer to purchase updated endpoints.
  C. Block all alternative chat and video collaboration systems.
  D. Conduct a survey to determine which collaboration solutions users are using.
  E. Advertise additional user training sessions throughout the organization.
  D. Conduct a survey to determine which collaboration solutions users are using.
  E. Advertise additional user training sessions throughout the organization.

• Question 152:

  Refer to the exhibit.

  

  Which role is accountable for the Develop and validate Success Plan update activity?

  A. Account Manager
  B. Customer Success Manager
  C. Product Sales Specialist
  D. Business Development Manager
  B. Customer Success Manager

• Question 153:

  Which action should be taken to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?

  A. Provide break-fix support for technical problems experienced or observed by the customer.
  B. Provide training content to address current and existing barriers.
  C. Provide a detailed cost structure for the management team.
  D. Provide direct and in-depth technical expertise upon customer request.
  B. Provide training content to address current and existing barriers.

• Question 154:

  Which stakeholder works directly with the customer executives to ensure that their business outcomes are aligned with and achieved using purchased solutions?

  A. Renewals Manager
  B. Product Sales Specialist
  C. Account Manager
  D. Customer Success Manager
  D. Customer Success Manager

• Question 155:

  The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?

  A. Adopt a lifecycle approach with a proactive review of service performance against KPIs.
  B. Have the CSM define how value should be measured at the end of the contract period.
  C. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
  D. Have the CIO define a clear IT strategy and implement the suggestions immediately.
  A. Adopt a lifecycle approach with a proactive review of service performance against KPIs.

• Question 156:

  What is a goal of the Quarterly Success Review?

  A. negotiation of discount levels associated with solution expansion
  B. product expansion to demonstrate customer loyalty
  C. alignment of priorities and outcomes while celebrating accomplishments
  D. identification of new areas of growth and sales
  C. alignment of priorities and outcomes while celebrating accomplishments

• Question 157:

  A customer voices frustration because the purchased solution is not being adopted as expected within the organization, and the organization's new leadership does not have a historical perspective of the expected outcomes. Which two activities should the Customer Success Manager initiate to create mitigation plans to address these risk factors? (Choose two)

  A. Research the list of accelerators.
  B. Review the account health score.
  C. Analyze the adoption report.
  D. Examine the recent QBR results.
  E. Evaluate the architecture value cards.
  C. Analyze the adoption report.
  D. Examine the recent QBR results.

• Question 158:

  On which two objectives should communication with customer executives focus? (Choose two)

  A. return on investment
  B. new sales
  C. product improvement
  D. user training
  E. time to value
  A. return on investment
  E. time to value

• Question 159:

  What are two examples of leveraging data to identify a customer barrier? (choose two)

  A. noting change in customer executive team
  B. consulting the health index
  C. providing training recommendations
  D. reviewing installed base details
  E. evaluating feedback from the customer operations team
  D. reviewing installed base details
  E. evaluating feedback from the customer operations team

• Question 160:

  A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?

  A. Quarterly Success Review build and delivery
  B. service introduction to confirm that they know how to submit service issues at the go live
  C. initial user group identified and their use cases confirmed
  D. customer's stakeholders and their business outcomes
  E. additional features that will align with the business outcomes
  B. service introduction to confirm that they know how to submit service issues at the go live