Cisco Cisco Certifications 820-605 Questions & Answers

• Question 111:

  Which two actions are critical when communicating with executives? (Choose two.)

  A. Keep services as a primary topic

  B. Focus on the value achieved

  C. Incorporate the sales team's plan

  D. Target executive priorities

  E. Focus on technical details

  Correct Answer: BD

• Question 112:

  Which element evaluates a customer outcome?

  A. key performance indicators

  B. milestones

  C. metrics

  D. benchmarks

  Correct Answer: A

• Question 113:

  What is the customer success objective of a Quarterly Success Review?

  A. Introduce new products and services.

  B. Evaluate renewal contract.

  C. Align work effort to outcomes.

  D. Create a success plan.

  Correct Answer: C

• Question 114:

  Which statement describes the difference between customer success and customer sales?

  A. Customer sales is about selling solutions to meet business needs. Customer success is about getting customers to utilize those solutions to get the value they intended.

  B. Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about making sure the customer deploys the solution within an effective timeline.

  C. Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about expanding the customer's portfolio.

  D. Customer sales is about selling solutions to meet business needs. Customer success is about finding product opportunities for sales as the customer utilizes their current solution.

  Correct Answer: A

• Question 115:

  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. Document the session, stakeholder interests, and metrics for leadership

  B. Create a success plan to be reviewed with the customer at the next review meeting

  C. Provide technical configuration for development

  D. Discuss new opportunities and new products to purchase

  Correct Answer: B

• Question 116:

  A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.)

  A. Have marketing write a blog post about the new solution.

  B. Encourage the customer to purchase updated endpoints.

  C. Block all alternative chat and video collaboration systems.

  D. Conduct a survey to determine which collaboration solutions users are using.

  E. Advertise additional user training sessions throughout the organization.

  Correct Answer: DE

• Question 117:

  In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?

  A. Implement

  B. Adopt

  C. Use

  D. Onboard

  Correct Answer: D

• Question 118:

  The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)

  A. limited telemetry

  B. purchase policy process

  C. lack of common features

  D. lack of communication

  E. business misalignment

  Correct Answer: DE

• Question 119:

  A Customer Success Manager was assigned a strategic new account. Which action prepares them for the customer introduction meeting?

  A. Engage with the account team to understand the expansion opportunities.

  B. Perform a deep analysis of all the sales orders to the past 24 months.

  C. Document customer's current technical escalations.

  D. Speak the internal contacts to understand the customer's priorities and sentiment.

  Correct Answer: D

• Question 120:

  Which of these is included in a success plan?

  A. confidential customer information

  B. customer business outcomes

  C. customer HR processes

  D. services cost

  Correct Answer: B