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820-605 Practice Exam Questions and Answers

Cisco Customer Success Manager

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Total Questions : 157

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Question # 1

Refer to the exhibit.

Based on the stage and health reflected, what must be the first priority of the success plan?

Options:

A.  

Design and propose a discount on product

G.  

B.  

Contact and collaborate with the individuals involved in the onboarding of product

E.  

C.  

Offer and encourage the opportunity for the customer to participate in a success story for product

F.  

D.  

Identify and document barriers that impact product

C.  

Discussion 0
Question # 2

Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager’s company. Which two opportunities can lead to advocacy? (Choose two.)

Options:

A.  

moments of success when the customer acknowledges progress

B.  

successful contract renewal

C.  

green health scores over intermittent time periods

D.  

continuing results based on unexpected value

E.  

results that are not measurable

Discussion 0
Question # 3

Which two actions should be taken when a customer's usage is in decline? (Choose two.)

Options:

A.  

Show the customer how the current solution compares to the offers from a competitor.

B.  

Assess the capabilities of the solution against the customer's desired outcomes.

C.  

Tell the customer a new solution will soon be available.

D.  

Review the implementation plan with key customer leadership.

E.  

Identify changes in the customer's business processes.

Discussion 0
Question # 4

Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?

Options:

A.  

Customer Success Specialist

B.  

Technical Engineer

C.  

Sales Engineer

D.  

Solutions Product Manager

Discussion 0
Question # 5

A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?

Options:

A.  

Contact the services team and request that they reach out to the customer and address the solution

B.  

Make the renewals manager aware that the one solution is not fully implemented

C.  

Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue

D.  

No action is needed because the customer will likely renew, and the issue can be addressed after the renewal

Discussion 0
Question # 6

At which lifecycle stage does the Customer Success Manager identify the solution purchased?

Options:

A.  

Onboard

B.  

Purchase

C.  

Implement

D.  

Select

Discussion 0
Question # 7

A Customer Success Manager is creating an adoption campaign for a customer. Where should the campaign focus to identify expand opportunities?

Options:

A.  

Increase solution discount.

B.  

Identify workshops that could optimize performance.

C.  

Explore additional use cases to achieve business outcomes.

D.  

Confirm all required items have been purchased.

Discussion 0
Question # 8

Which topics must be covered during a Quarterly Success Review to ensure that outcomes are achieved?

Options:

A.  

the success plan, the agreed priorities, and the planned outcomes

B.  

technical support cases in flight and support options

C.  

stakeholder mapping and planned training sessions

D.  

upcoming contract renewal and expansion opportunities

Discussion 0
Question # 9

Which two outcomes are expansion opportunities within customer success? (Choose two.)

Options:

A.  

expansion of solution features

B.  

renewal of solution subscription

C.  

purchase of a new solution

D.  

deployment of solution

E.  

expansion of solution services

Discussion 0
Question # 10

In which stage does the Customer Success Manager initially validate stakeholders?

Options:

A.  

onboarding

B.  

deployment

C.  

utilization

D.  

purchase

Discussion 0
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