Cisco Cisco Certifications 820-605 Questions & Answers

• Question 101:

  Which Customer Success activity is critical from the supplier perspective?

  A. identifying opportunities for sales expansion

  B. driving full adoption of the company's technology across all supported solutions

  C. ensuring the customer has a success plan and is achieving each milestone in a timely manner

  D. listening carefully to the customer's feedback and taking actions so the company's solutions can be improved

  Correct Answer: C

• Question 102:

  What is a lagging indicator of the customer achieving the value proposition?

  A. product deployment

  B. contract renewal

  C. decrease in the number of problem reports

  D. movement to evaluate stage

  Correct Answer: B

  Contract renewal is a lagging indicator of the customer achieving the value proposition.

• Question 103:

  Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)

  A. help desk data

  B. health score

  C. risk management

  D. telemetry

  E. training surveys

  Correct Answer: BD

• Question 104:

  The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution. Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)

  A. Create a new Health Index dashboard with the Sales team.

  B. Evaluate the customer's expertise in managing the purchased solution.

  C. Examine solution pricing with the Renewals Manager.

  D. Schedule Quarterly Business Review with the new leadership team.

  E. Review the original business case and reassess desired outcomes with the new leadership team.

  Correct Answer: DE

  Review the original business case and reassess desired outcomes with the new leadership team, and Schedule Quarterly Business Review with the new leadership team.

• Question 105:

  Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago. The client has requested a meeting to improve the situation. Which reports are critical to the success of the meeting?

  A. number of users registered, bandwidth utilization, number of training sessions user joined

  B. number of users registered, service logs, number of users

  C. number of users registered, number of meetings user initiated, number of meetings user joined

  D. network utilization, number of meetings user initiated, number of users

  Correct Answer: C

• Question 106:

  Which tool is used by a Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?

  A. KPIs

  B. Stakeholder Map

  C. RACI

  D. Health Index Report

  Correct Answer: C

• Question 107:

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

  A. onboarding

  B. deployment

  C. utilization

  D. purchase

  Correct Answer: A

• Question 108:

  The customer wants to increase their market share and protect brands reputation. Which two business outcomes are critical to the company's success? (Choose two.)

  A. risk management

  B. credibility

  C. business growth

  D. cost efficiency

  E. sustainability

  Correct Answer: BC

• Question 109:

  Which role within a Customer Success organization acts as a single contact point for a customer across multiple technologies?

  A. Delivery Team

  B. Account Manager

  C. Customer Success Manager

  D. Customer Success Specialist

  Correct Answer: C

• Question 110:

  Why should a customer's success be documented?

  A. to establish KPIs that measure success

  B. to provide awareness of the value achieved by the solution

  C. to provide expansion opportunities for the sales team

  D. to document roles and responsibilities for project management

  Correct Answer: B