Guide (New 2024) Actual Cisco 820-605 Exam Questions
820-605 Exam Dumps Pass with Updated 2024 Certified Exam Questions
Cisco 820-605 CSM exam is a 90-minute exam that consists of 60 to 70 questions. 820-605 exam evaluates the knowledge of the candidates in various areas such as customer success, customer experience, and customer lifecycle. 820-605 exam also assesses the understanding of the candidates in different Cisco products and services, including Cisco Collaboration, Security, Data Center, and Enterprise Networking. 820-605 exam is available in English and Japanese languages.
NEW QUESTION # 48
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?
- A. Adopt
- B. Implement
- C. Use
- D. Onboard
Answer: A
NEW QUESTION # 49
At which lifecycle stage does the Customer Success Manager identify the solution purchased?
- A. Select
- B. Implement
- C. Onboard
- D. Purchase
Answer: A
NEW QUESTION # 50
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 activities completed or increase in direct time
- C. reduction in headcount or operational support costs
- D. number of incidents reported or number of compliance issues
- E. customer and employee feedback
Answer: D
NEW QUESTION # 51
The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition. Which two business outcomes are critical to the company's success?
(Choose two.)
- A. cost efficiency
- B. risk management
- C. sustainability
- D. employee satisfaction
- E. credibility
Answer: A,D
NEW QUESTION # 52
A customer is concerned that a lot of data is presented during quarterly business reviews, but not many insights. Which action resolves this issue?
- A. Provide the customer with access to the raw data to enable them to develop their own insights.
- B. Explain the limitations of the available reports and offer options to provide input to develop new reports.
- C. Appoint a customer representative to review the data and give specific suggestions.
- D. Agree on a set of metrics and share the results and trend lines with recommendations for improvement.
Answer: B
NEW QUESTION # 53
Which two results of a successful customer onboarding stage are the most important? (Choose two )
- A. desired business outcomes discussed
- B. network diagrams discussed
- C. organization chart discussed
- D. account relationships identified
- E. stakeholders identified
Answer: A,C
NEW QUESTION # 54
Which two actions are in adoption campaign? (Choose two.)
- A. messaging to stakeholders on the new features of their solution
- B. renewal reminder to stakeholders
- C. messaging to users on best practice approaches to their solution
- D. survey sent to all end users
- E. messaging to stakeholders on new product releases
Answer: A,C
NEW QUESTION # 55
What is the purpose of capturing moments of success with a customer?
- A. renewing the contract and subscription
- B. expanding the purchased solution
- C. recognizing the value of the engagement
- D. validating deployment of the solution
Answer: C
NEW QUESTION # 56
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
- A. No action is necessary as long as the health index is green
- B. Review and update the success plan for ongoing activities
- C. Join the sales and marketing strategy meetings
- D. Observe the online image of the customer
- E. Manage the service issues and escalations
Answer: A,B
NEW QUESTION # 57
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. purchase of a new solution
- B. renewal of solution subscription
- C. expansion of solution features
- D. deployment of solution
- E. expansion of solution services
Answer: C,E
NEW QUESTION # 58
What is the best method to measure customer consumption of technology?
- A. content management
- B. recurring revenue management
- C. enterprise CRM and incident management
- D. telemetry and analytics
Answer: D
Explanation:
Explanation
NEW QUESTION # 59
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. Conduct an assessment of the business impact of the problem.
- B. Engage a specialist to identity a technical solution or workaround.
- C. Establish a timeline of when a solution must be in place.
- D. Evaluate the availability of resources to work on the problem.
Answer: A
NEW QUESTION # 60
Which element of the renewal risk analysis is associated with a customer's requests to maintain existing pricing?
- A. adoption barriers
- B. competitive differentiation
- C. customer budget
- D. value realization
Answer: B
NEW QUESTION # 61
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. Ensure that the customer knows the point of contact for product training.
- C. Provide customers with relevant use cases for the purchased solution.
- D. Clarity roles and responsibilities with the stakeholders.
Answer: D
NEW QUESTION # 62
What is a lagging indicator of the customer achieving the value proposition?
- A. decrease in the number of problem reports
- B. product deployment
- C. contract renewal
- D. movement to evaluate stage
Answer: C
Explanation:
Contract renewal is a lagging indicator because it shows whether the customer achieved enough value from the solution to continue using it beyond the initial contract period. By renewing, the customer is indicating that past performance met or exceeded expectations.
NEW QUESTION # 63
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.
Answer:
Explanation:
NEW QUESTION # 64
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)
- A. scheduling of Quarterly Success Review
- B. agreement of key stakeholders
- C. review of product roadmap
- D. completion of customer training
- E. confirmation of customer business outcomes
Answer: A,E
NEW QUESTION # 65
What are two drivers for Customer Success? (Chooser two)
- A. The customer gives feedback about the purchased product.
- B. The customer receives training for new products and services.
- C. The mature and fully deployed solution is running in production.
- D. The customer trusts that Cisco support will solve any issues.
- E. The customer recognizes the value of initial use case implementations.
Answer: B,E
NEW QUESTION # 66
Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications.
Which two main barriers to adoption does the customer face? (Choose two.)
- A. product barrier
- B. technical barrier
- C. cultural barrier
- D. process barrier
- E. cost barrier
Answer: A,D
NEW QUESTION # 67
You are a Customer Success Manager and have just been assigned a strategic new account. Which course of action is the best to help you prepare for the first customer introduction meeting?
- A. Perform a deep analysis of all the sales orders to the past 24 months
- B. Engage with the account team to understand the expansion opportunities
- C. Build an understanding of your customer's business and market trends and priorities
- D. Speak the internal contacts to understand the customer sentiment and outstanding escalations
Answer: C
NEW QUESTION # 68
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. Implement staff Super Users to provide feedback
- B. Measure the number of complaints raised by students
- C. Combination of tailored surveys and IT tools-based metrics
- D. Twice yearly student and staff surveys with two questions related to IT
Answer: B
Explanation:
Explanation
Explanation/Reference:
NEW QUESTION # 69
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Cisco 820-605 certification exam is an excellent choice for IT professionals who want to enhance their skills in customer success management. Cisco Customer Success Manager certification validates the skills required to drive customer success and deliver customer outcomes. Passing this certification exam opens up several job opportunities in customer success management and provides a competitive edge over other IT professionals.
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