Cisco Cisco Certifications 820-605 Questions & Answers

• Question 11:

  What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

  A. capability gap

  B. financial gap

  C. consumption gap

  D. organizational gap

  Correct Answer: C

  Reference: https://www.customersuccessmanager.com/blogs/the-consumption-gap

• Question 12:

  Which action should be taken when new company leadership is forcing a competitor's solution?

  A. Recheck the value realized by the current solution.

  B. Demonstrate how the current solution is a lower-cost solution than competitors.

  C. Hold an executive briefing to evaluate risks of the proposed solution.

  D. Tell the new leadership about the long-standing relationship between two companies.

  Correct Answer: A

• Question 13:

  From a Customer Success perspective, which reason to monitor your customer's health is the most important?

  A. It provides the opportunity to address any changes in the customer's experience or actions around the solution

  B. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan

  C. Understanding your customer's health directly enables renewals

  D. It gives the customer valuable insight so they can automatically renew critical on time

  Correct Answer: A

• Question 14:

  Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

  A. Service organizations must evolve from a "break fix" business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption. The CSM advises and professional services team on the best services to position.

  B. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.

  C. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.

  D. The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.

  Correct Answer: C

• Question 15:

  Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications. Which two main barriers to adoption does the customer face? (Choose two.)

  A. technical barrier

  B. cultural barrier

  C. product barrier

  D. cost barrier

  Correct Answer: AB

• Question 16:

  What is a barrier to adopting software tools?

  A. limited resources

  B. recurring cost

  C. commercial decision

  D. organization size

  Correct Answer: A

• Question 17:

  During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription.

  Which barrier must the CSM overcome?

  A. operational

  B. business

  C. technical

  D. data

  Correct Answer: B

• Question 18:

  Which Key Performance Indicators contribute to customer value achievements?

  A. profit and risk reduction

  B. employee usage and training volume

  C. product, services, and sales

  D. cost, time, and customer satisfaction

  Correct Answer: D

• Question 19:

  In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)

  A. The adoption campaign provides notifications of new feature releases.

  B. The adoption campaign surveys all end users for product feedback.

  C. The adoption campaign notifies customers of a critical bug.

  D. The adoption campaign provides free trial licenses for feature upgrades.

  E. The adoption campaign provides free user training.

  Correct Answer: BE

• Question 20:

  Which action should a Customer Success Manager take when the product utilization score is not improving?

  A. Conduct customer interviews to understand current adoption barriers and develop a solution plan.

  B. Engage the sales team to upsell the solution and offer options and product diversity to the customer.

  C. Review the support case history to identify product quality or customer education issues.

  D. Contact the product operations team to review the telemetry and offer insights to the customer.

  Correct Answer: A