Cisco 820-605 Online Practice Questions and Exam Preparation

Cisco 820-605 Online Questions & Answers

• Question 51:

  What defines a use case?

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

• Question 52:

  Which two Customer Success approaches should a Customer Success Manager provide for their customers that face stalled implementation? (Choose two.)

  A. Sell additional training to the customer.
  B. Introduce new features that have been recently enabled within the product.
  C. Review priorities from the Success Plan with customer leadership.
  D. Offer upfront discounts and secure the business for as many years as possible.
  E. Determine if there has been a change in resourcing or stakeholders.
  C. Review priorities from the Success Plan with customer leadership.
  E. Determine if there has been a change in resourcing or stakeholders.

• Question 53:

  How does the Customer Success Manager identify the product and solutions purchased by a customer?

  A. Baseline products and solutions with the account team
  B. Check sales for the customer pipeline to record products and solutions
  C. Tour facility with the customer to catalog products and solutions
  D. Review statement of work to archive products and solutions mentioned
  D. Review statement of work to archive products and solutions mentioned

• Question 54:

  What is the order of the key elements of process improvement for Customer Success?

  A. measure, define, analyze, control, improve
  B. define, measure, analyze, improve, control
  C. define, analyze, measure, improve, control
  D. analyze, define, measure, control, improve
  B. define, measure, analyze, improve, control

• Question 55:

  Which two actions are in adoption campaign? (Choose two.)

  A. messaging to users on best practice approaches to their solution
  B. messaging to stakeholders on new product releases
  C. messaging to stakeholders on the new features of their solution
  D. survey sent to all end users
  E. renewal reminder to stakeholders
  A. messaging to users on best practice approaches to their solution
  D. survey sent to all end users

• Question 56:

  What is a lagging indicator?

  A. increase in the number of trained users B. adoption of a product
  C. development of a new product
  D. increase in the net promoter score
  D. increase in the net promoter score

• Question 57:

  A customer complains about the number of times they must explain their problems and ask different team members to find a solution. How can this issue be avoided?

  A. Share the company's organizational chart with the support team.
  B. Provide customers with relevant use cases for the purchased solution.
  C. Ensure that the customer knows the point of contact for product training.
  D. Clarity roles and responsibilities with the stakeholders.
  D. Clarity roles and responsibilities with the stakeholders.

• Question 58:

  What is a key driver that is creating the need for customer success?

  A. financial resources
  B. subscription economy
  C. advanced specializations
  D. portfolio management
  B. subscription economy

• Question 59:

  Which analysis model is used to better understand the customer business environment?

  A. dashboard
  B. SWOT
  C. renewal contract
  D. RACI
  B. SWOT

• Question 60:

  Which adoption barrier results from failing to identify key stakeholders?

  A. missing value of product roadmap
  B. fragmented purchase
  C. lack of resources
  D. additional training requirements
  C. lack of resources