Cisco Cisco Certifications 820-605 Questions & Answers

• Question 51:

  What are two examples of leveraging data to identify a customer barrier? (choose two)

  A. noting change in customer executive team

  B. consulting the health index

  C. providing training recommendations

  D. reviewing installed base details

  E. evaluating feedback from the customer operations team

  Correct Answer: DE

• Question 52:

  What is a financial implication of churn?

  A. loss of revenue

  B. increased production

  C. reduced product utilization

  D. contract expansion

  Correct Answer: A

  Reference: https://www.clientsuccess.com/blog/true-cost-customer-churn-part-1/

• Question 53:

  What is the best reason for documenting your customer's success?

  A. To provide awareness of the value achieved by the customer's purchased solution

  B. To establish KPI's that measure the success of your company's business

  C. To document roles and responsibilities for your project management

  D. To provide expansion opportunities for your sales team

  Correct Answer: A

• Question 54:

  The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition. Which two business outcomes are critical to the company's success? (Choose two.)

  A. risk management

  B. employee satisfaction

  C. cost efficiency

  D. credibility

  E. sustainability

  Correct Answer: BC

• Question 55:

  Which two steps in the customer lifecycle approach are owned by the sales and marketing team? (Choose two)

  A. Deployment

  B. Adoption

  C. Awareness

  D. Evaluation

  E. Experience

  Correct Answer: CD

• Question 56:

  What is a key driver that is creating the need for customer success?

  A. financial resources

  B. subscription economy

  C. advanced specializations

  D. portfolio management

  Correct Answer: B

• Question 57:

  A customer complains about the number of times they must explain their problems and ask different team members to find a solution. How can this issue be avoided?

  A. Share the company's organizational chart with the support team.

  B. Provide customers with relevant use cases for the purchased solution.

  C. Ensure that the customer knows the point of contact for product training.

  D. Clarity roles and responsibilities with the stakeholders.

  Correct Answer: D

• Question 58:

  What is a consideration in evaluating readiness for adoption?

  A. Identify features or functions that are not deployed or underutilized.

  B. Identify potential accelerators that could optimize performance.

  C. Review customer acceptance test plan.

  D. Validate that all required items have been purchased.

  Correct Answer: C

• Question 59:

  Which two outcomes are expansion opportunities within customer success? (Choose two.)

  A. expansion of solution features

  B. renewal of solution subscription

  C. purchase of a new solution

  D. deployment of solution

  E. expansion of solution services

  Correct Answer: AC

• Question 60:

  Refer to the exhibit. What does this health score indicate?

  

  A. The customer is unlikely to renew this license.

  B. The customer is unlikely to advocate for this product.

  C. The customer needs to consume more of this product.

  D. The customer needs to purchase more licenses.

  Correct Answer: A