Cisco Cisco Certifications 820-605 Questions & Answers

• Question 31:

  As a Customer Success Manager, what is the most important metric to uncover during onboarding?

  A. cost

  B. value

  C. benefit

  D. customer relationship

  Correct Answer: B

• Question 32:

  Refer to the exhibit.

  

  The graph shows a customer with a software product and highlights the number of paid- for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?

  A. The customer has a high probability to renew and will include an expanded opportunity

  B. The customer's usage is too low to correctly measure the chance of their retention

  C. The customer has increased usage, which shows a strong indicator of renewal

  D. The customer's usage has seen a recent decline and the chance of them churning will be higher

  Correct Answer: C

• Question 33:

  Which scenario represents a use case expand opportunity?

  A. usage KPIs are on target entering the fourth quarter

  B. supplementary training sessions are organized on existing features

  C. solution management team adds headcount

  D. endpoint security solution extended to cover data center servers in addition to laptops

  Correct Answer: D

• Question 34:

  You notice a decline over time in your customer's usage of your product. Which action do you consider?

  A. Tell the customer a new solution will soon be available

  B. Carefully tell the customer to get more people to use your product

  C. Re-assess the customer's business process and outline the capability of the solution

  D. Show the customer a comparison of the solution versus the competition

  Correct Answer: C

• Question 35:

  A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership. Which action does the Customer Success Manager take first?

  A. Engage the service delivery manager and request two days of free consultation for the customer

  B. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution

  C. Escalate the situation to your manager and request a customer visit to understand concerns and expectations

  D. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps

  Correct Answer: D

• Question 36:

  You are a Customer Success Manager and have just been assigned a strategic new account. Which course of action is the best to help you prepare for the first 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. Build an understanding of your customer's business and market trends and priorities

  D. Speak the internal contacts to understand the customer sentiment and outstanding escalations

  Correct Answer: C

• Question 37:

  The customer wants to increase the number of services in their portfolio and improve the time to launch these services. Which two business outcomes are appropriate? (Choose two.)

  A. cost efficiency

  B. employee satisfaction

  C. time to market

  D. business growth

  E. sustainability

  Correct Answer: CD

• Question 38:

  Which element of the renewal risk analysis is associated with a customer's requests to maintain existing pricing?

  A. customer budget

  B. adoption barriers

  C. value realization

  D. competitive differentiation

  Correct Answer: A

• Question 39:

  What is a technical adoption barrier?

  A. lack of integration with other products

  B. underutilization of licenses

  C. untrained customer user group

  D. customer not measuring product value

  Correct Answer: A

• Question 40:

  Which perspectives are covered in a balanced scorecard?

  A. customer, employee, partner, risk

  B. business process, customer, financial, learning, growth

  C. competition, culture, financial. IT systems

  D. business outcomes, customer, employee, risk

  Correct Answer: B

  Reference: https://balancedscorecard.org/bsc-basics/articles-videos/the-four-perspectives-of-the-balanced-scorecard/#:~:text=The%20four%20perspectives%20of%20a,Process%2C%20and%20Learning%20and%20Growth