Cisco 820-605 Online Practice Questions and Exam Preparation

Cisco 820-605 Online Questions & Answers

• Question 41:

  Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago. The client has requested a meeting to improve the situation. Which reports are critical to the success of the meeting?

  A. number of users registered, bandwidth utilization, number of training sessions user joined
  B. number of users registered, service logs, number of users
  C. number of users registered, number of meetings user initiated, number of meetings user joined
  D. network utilization, number of meetings user initiated, number of users
  C. number of users registered, number of meetings user initiated, number of meetings user joined

• Question 42:

  Which task drives advocacy with customer stakeholders?

  A. creating a success story
  B. creating a Customer Success Plan
  C. creating technical documentation
  D. creating a stakeholder map
  A. creating a success story

• Question 43:

  What are two examples of expand opportunities? (Choose two.)

  A. providing solution optimization services
  B. adding headcount to manage solution by the customer
  C. training on existing features
  D. hosting an executive review
  E. increasing license count
  A. providing solution optimization services
  E. increasing license count

• Question 44:

  Which action does a Customer Success Manager take when the customer has technical questions at an onsite Quarterly Review meeting?

  A. Modify the meeting agenda and call in a technical resource.
  B. Request the customer to open a support case.
  C. Answer the questions as best they can and plan an onsite follow-up training.
  D. Identify potential adoption challenges related to technical questions and schedule a meeting to address these questions.
  D. Identify potential adoption challenges related to technical questions and schedule a meeting to address these questions.

• Question 45:

  Which definition of a use case is true?

  A. comparison of the marketing description of what a product does to the customer's experience
  B. list of actions or event steps that a customer uses
  C. list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal
  D. list of instructions that customer uses for their software
  C. list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal

• Question 46:

  Refer to the exhibit.

  

  Which action should the Customer Success Manager take to improve the health index of Company A?

  A. Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.
  B. Observe net promotor scores and how likely the customer is to recommend the products to someone else.
  C. Provide recommendations for training or suggest new features based on data analysis.
  D. Perform a marketing campaign and share the roadmap of new products.
  C. Provide recommendations for training or suggest new features based on data analysis.

• Question 47:

  Which metric is used to determine how much should be spent to acquire a customer?

  A. ACV
  B. MRR
  C. LTV
  D. ATR
  C. LTV

• Question 48:

  How should a Customer Success Manager resolve a customer's skill gap for a new product?

  A. Allow the customer time to initiate action to address skill gaps on their terms
  B. Create a blog post to publish on the company’s engineering community website
  C. Deliver skills required by role with associated training for the product
  D. Email a technical material link to customer stakeholders
  C. Deliver skills required by role with associated training for the product

• Question 49:

  Which tool is used by a Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?

  A. KPIs
  B. Stakeholder Map
  C. RACI
  D. Health Index Report
  C. RACI

• Question 50:

  A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?

  A. Evaluate the availability of resources to work on the problem.
  B. Engage a specialist to identity a technical solution or workaround.
  C. Conduct an assessment of the business impact of the problem.
  D. Establish a timeline of when a solution must be in place.
  A. Evaluate the availability of resources to work on the problem.