Cisco Cisco Certifications 820-605 Questions & Answers

• Question 91:

  A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?

  A. Quarterly Success Review build and delivery

  B. service introduction to confirm that they know how to submit service issues at the go live

  C. initial user group identified and their use cases confirmed

  D. customer's stakeholders and their business outcomes

  E. additional features that will align with the business outcomes

  Correct Answer: B

• Question 92:

  What is Quarterly Success Review?

  A. new success plan that focuses on the upcoming goals for the customer.

  B. gap analysis that focuses on the state of the customer's current architecture.

  C. technical analysis that outlines the implementation plan and adoption barriers.

  D. conversation that outlines the key initiatives that are agreed upon in the success plan

  Correct Answer: D

• Question 93:

  Which activity reduces the risk of chum?

  A. providing a discount on renewal

  B. lowering the service level

  C. expanding the customer footprint

  D. educating on product features

  Correct Answer: D

• Question 94:

  What is the first step a Customer Success Manager should take to identify why the solution was purchased?

  A. Review the bill of materials

  B. Evaluate the Customer Success Plan

  C. Collaborate with the sales team.

  D. Engage with the customer

  Correct Answer: D

• Question 95:

  On which two objectives should communication with customer executives focus? (Choose two)

  A. return on investment

  B. new sales

  C. product improvement

  D. user training

  E. time to value

  Correct Answer: AE

• Question 96:

  In which lifecycle stage would a lack of skilled resources be identified as a barrier?

  A. sales proof of concept

  B. late-stage adoption

  C. early-stage adoption

  D. solution renewal

  Correct Answer: C

• Question 97:

  What is the best method to measure customer consumption of technology?

  A. telemetry and analytics

  B. recurring revenue management

  C. enterprise CRM and incident management

  D. content management

  Correct Answer: A

• Question 98:

  What is a common indicator of customer health?

  A. number of services purchased

  B. number of licenses purchased

  C. customer satisfaction metric

  D. amount of money spent on the solution

  Correct Answer: C

• Question 99:

  The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

  A. Suggest that the customer replace their existing staff

  B. Provide the customer with a chargeable deployment service

  C. Re-enforce the time to value of the solution

  D. Give the customer a discount on a future purchase

  Correct Answer: C

• Question 100:

  A customer voices frustration because the purchased solution is not being adopted as expected within the organization, and the organization's new leadership does not have a historical perspective of the expected outcomes. Which two activities should the Customer Success Manager initiate to create mitigation plans to address these risk factors? (Choose two)

  A. Research the list of accelerators.

  B. Review the account health score.

  C. Analyze the adoption report.

  D. Examine the recent QBR results.

  E. Evaluate the architecture value cards.

  Correct Answer: CD