Cisco Cisco Certifications 820-605 Questions & Answers

• Question 121:

  Which type of information should be captured during the first customer engagement?

  A. cases escalated to technical support

  B. expansion opportunities

  C. customer's desired outcomes

  D. stakeholder map

  Correct Answer: C

• Question 122:

  DRAG DROP

  An external customer case study is being created. Drag and drop the contents which show value from the left onto the right. Not all content choices are used.

  Select and Place:

  

  Correct Answer:

  

• Question 123:

  DRAG DROP

  The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.

  Select and Place:

  

  Correct Answer:

  

• Question 124:

  DRAG DROP

  Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.

  Select and Place:

  

  Correct Answer:

  

• Question 125:

  DRAG DROP

  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.

  Select and Place:

  

  Correct Answer:

  

• Question 126:

  What is the barrier type when end-users are having difficulties understanding the features and functionalities of the new solution?

  A. technical

  B. business

  C. operational

  D. corporate culture

  Correct Answer: C

• Question 127:

  What is a purpose of a customer stakeholder map?

  A. to create a communication plan

  B. to build a product roadmap

  C. to establish a training plan

  D. to identify the critical elements of customer culture

  Correct Answer: A

• Question 128:

  The customer purchased a solution with a specific use case in mind but has not yet expressed interest in additional use cases. Which two actions gain their commitment to add use cases? (Choose two.)

  A. Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.

  B. Recognize tools that compete with the expansion opportunity and offer discounts to switch.

  C. Conduct a discovery session to uncover their additional pain points.

  D. Provide additional training on the current use case to drive adoption.

  E. Present case studies that outline the benefits they achieved and highlight compelling metrics.

  Correct Answer: AD

• Question 129:

  Which stakeholder works directly with the customer executives to ensure that their business outcomes are aligned with and achieved using purchased solutions?

  A. Renewals Manager

  B. Product Sales Specialist

  C. Account Manager

  D. Customer Success Manager

  Correct Answer: D

• Question 130:

  What is an objective of the Customer Success Manager?

  A. make decisions on behalf of the customer to reduce time to value

  B. train customers to ensure they understand the full capabilities of the solution

  C. help customers recognize the self-service model

  D. solve customer problems to attain business outcomes

  Correct Answer: D