Cisco Cisco Certifications 820-605 Questions & Answers

• Question 21:

  A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?

  A. Contact the services team and request that they reach out to the customer to address the solution

  B. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine

  C. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue

  D. No action is needed because the customer will probably renew and you can address the issue after the renewal

  Correct Answer: C

• Question 22:

  What are two barriers of adoption in an organization? (Choose two.)

  A. new product sales motion

  B. lack of knowledge on solution

  C. organizational announcements

  D. implementation issues

  E. hiring practices

  Correct Answer: BD

• Question 23:

  What defines customer success?

  A. the business methodology of ensuing that customers are always on the latest software releases and subscription contracts so customers can focus on core business activities.

  B. a measure of the Net Promoter Score resulting from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly together to deliver a positive experience.

  C. the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using the product or service.

  D. the business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.

  Correct Answer: C

• Question 24:

  Which statement describes an end user adoption barrier?

  A. There are insufficient licenses for additional staff from a newly acquired company to use the solution.

  B. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.

  C. The budget is insufficient to implement the solution for a new branch of the business.

  D. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

  Correct Answer: D

  Reference: https://useriq.com/user-adoption-barriers/

• Question 25:

  The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?

  A. Adopt a lifecycle approach with a proactive review of service performance against KPIs.

  B. Have the CSM define how value should be measured at the end of the contract period.

  C. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.

  D. Have the CIO define a clear IT strategy and implement the suggestions immediately.

  Correct Answer: A

• Question 26:

  What are two examples of expand opportunities? (Choose two.)

  A. providing solution optimization services

  B. adding headcount to manage solution by the customer

  C. training on existing features

  D. hosting an executive review

  E. increasing license count

  Correct Answer: AE

• Question 27:

  The customer wants to reduce their exposure to security events. Which business outcome is critical to the company's success?

  A. risk management

  B. market growth

  C. sustainability

  D. cost efficiency

  Correct Answer: A

• Question 28:

  What is the main objective of customer success?

  A. customer's return on investment

  B. known and unknown features of our product and solutions

  C. customer's reduction of risk

  D. outcomes customers are trying to achieve

  Correct Answer: D

• Question 29:

  The customer wants to improve operational expenditure and reduce the C02 footprint of the organization. Which two business outcomes are critical to the company's success? (Choose two.)

  A. sustainability

  B. credibility

  C. time to market

  D. business growth

  E. cost efficiency

  Correct Answer: AE

• Question 30:

  Refer to the exhibit.

  

  What is the problem with this RACI example?

  A. Every task should have four people consulted.

  B. No one has multiple roles.

  C. More stakeholders should be involved.

  D. Too many people are accountable for this task.

  Correct Answer: D