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Introduction to Cisco 820-605: Cisco Customer Success Manager Exam
This 820-605 exam test would test Field Engineers on their understanding of the FlexPod approach. This evaluation measures the candidate's awareness of configuring the FlexPod solution components and involves handling and troubleshooting certain components in a practical multi-hypervisor network. Around the same time, this analysis assesses the candidate's understanding of how the FlexPod approach aligns with the data center design.
What is the duration, language, and format of Cisco 820-605: Cisco Customer Success Manager Exam
- Number of Questions: 45 - 55
- Passing Score 80%
- Length of Examination: 90 minutes
- Format: Multiple choices, multiple answers
- Language - English
NEW QUESTION 19
Refer to the exhibit.
Which initial action does a Customer Success Manager take?
- A. Share the report with the customer point of contact for license types B and D and determine causes
- B. Provide trending information on license types B and D and share with all stakeholders
- C. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
- D. Run analysis on all the license types used by the customer on all platforms
Answer: D
NEW QUESTION 20
In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?
- A. Discuss new opportunities and new products to purchase
- B. Document the session, stakeholder interests, and metrics for leadership
- C. Provide technical configuration for development
- D. Create a success plan to be reviewed with the customer at the next review meeting
Answer: B
NEW QUESTION 21
Refer to the exhibit.
Which action must be taken by Customer Success Manager?
- A. Review the financial index.
- B. Recommend expansion opportunities
- C. Develop a customer testimonial.
- D. Identify the adoption barriers.
Answer: D
NEW QUESTION 22
A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership.
Which action does the Customer Success Manager take first?
- A. Escalate the situation to your manager and request a customer visit to understand concerns and expectations
- B. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps
- C. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
- D. Engage the service delivery manager and request two days of free consultation for the customer
Answer: B
NEW QUESTION 23
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. expansion of solution services
- B. renewal of solution subscription
- C. deployment of solution
- D. expansion of solution features
- E. purchase of a new solution
Answer: A,D
NEW QUESTION 24
A Customer Success Manager must deliver high touch customer success experience Which customer engagement model must be used?
- A. Utilize people to focus on the elite customers for a 1.1 or 1:few onsite customer success experience.
- B. Utilize people to focus your customers in a 1 many customer success experience.
- C. Utilize the service team to form a larger internal team to lead the engagement.
- D. Utilize a digital engagement so all your customers experience the touch of customer success.
Answer: D
NEW QUESTION 25
Which expense is an operating expense (OPEX)?
- A. software
- B. payroll
- C. computer equipment
- D. office improvements
Answer: A
NEW QUESTION 26
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. Combination of tailored surveys and IT tools-based metrics.
- C. Twice yearly student and staff surveys with two questions related to IT
- D. Measure the number of complaints raised by students.
Answer: C
NEW QUESTION 27
A customer's renewal is due in the next 6 months Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two )
- A. detailed contract inventory
- B. support tickets reports and diagnostic information
- C. customer annual report and quarterly business reviews
- D. questions to validate the interpreted analytical data
- E. sales account plan
Answer: C,D
NEW QUESTION 28
Which type of analytics has telemetry that demonstrates the customer's use of the software and actions to date?
- A. descriptive
- B. prescriptive
- C. diagnostic
- D. predictive
Answer: A
NEW QUESTION 29
Which activity reduces the risk of chum?
- A. expanding the customer footprint
- B. educating on product features
- C. providing a discount on renewal
- D. lowering the service level
Answer: B
NEW QUESTION 30
The customer wants to improve operational expenditure and reduce the C02 footprint of the organization.
Which two business outcomes are critical to the company's success? (Choose two.)
- A. business growth
- B. cost efficiency
- C. credibility
- D. time to market
- E. sustainability
Answer: B,E
NEW QUESTION 31
A customer's renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)
- A. support tickets reports and diagnostic information
- B. detailed contract inventory
- C. questions to validate the interpreted analytical data
- D. customer annual report and quarterly business reviews
- E. sales account plan
Answer: A,D
NEW QUESTION 32
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. Speak the internal contacts to understand the customer sentiment and outstanding escalations
- B. Perform a deep analysis of all the sales orders to the past 24 months
- C. Engage with the account team to understand the expansion opportunities
- D. Build an understanding of your customer's business and market trends and priorities
Answer: D
NEW QUESTION 33
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.
Answer:
Explanation:
NEW QUESTION 34
Which two actions are in adoption campaign? (Choose two.)
- A. survey sent to all end users
- B. messaging to stakeholders on the new features of their solution
- C. messaging to stakeholders on new product releases
- D. renewal reminder to stakeholders
- E. messaging to users on best practice approaches to their solution
Answer: A,E
NEW QUESTION 35
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