Cisco Cisco Certifications 820-605 Questions & Answers

• Question 61:

  Which definition of customer success is true?

  A. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.

  B. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.

  C. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.

  D. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.

  Correct Answer: A

• Question 62:

  Which type of KPI is of the most interest to Customer Success?

  A. business KPIs that define progress to the Business Outcome

  B. sales KPIs for revenue generation

  C. IT services KPIs for operations

  D. OPEX KPIs that define the operational costs of the company

  Correct Answer: A

• Question 63:

  A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?

  A. Evaluate the availability of resources to work on the problem.

  B. Engage a specialist to identity a technical solution or workaround.

  C. Conduct an assessment of the business impact of the problem.

  D. Establish a timeline of when a solution must be in place.

  Correct Answer: A

• Question 64:

  A customer wants to deploy new technology. The Customer Success Manager is concerned the customer is not ready to adopt the solution. Which steps with the Project and Operations teams ensure a successful adoption?

  A. Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology.

  B. Assign internal resources to develop and deliver training to the customer's IT staff to ensure the project is successful.

  C. Complete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan.

  D. Research the best training available for this new technology and ensure as many IT staff as possible attend the training.

  Correct Answer: A

• Question 65:

  Refer to the exhibit.

  

  Which initial action does a Customer Success Manager take?

  A. Run analysis on all the license types used by the customer on all platforms

  B. Share the report with the customer point of contact for license types B and D and determine causes

  C. Provide trending information on license types B and D and share with all stakeholders

  D. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features

  Correct Answer: B

• Question 66:

  Which two activities support Customer Success planning? (Choose two.)

  A. service ticket tracking

  B. adoption barrier identification

  C. quality control

  D. service delivery program management

  E. KPI tracking

  Correct Answer: BE

• Question 67:

  Which type of analytics has telemetry that shows the customer's use of the software and defines what has happened to date?

  A. descriptive

  B. diagnostic

  C. prescriptive

  D. predictive

  Correct Answer: A

• Question 68:

  A customer's renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)

  A. customer annual report and quarterly business reviews

  B. sales account plan

  C. detailed contract inventory

  D. questions to validate the interpreted analytical data

  E. support tickets reports and diagnostic information

  Correct Answer: DE

• Question 69:

  Which two results of a successful customer onboarding stage are the most important? (Choose two.)

  A. organization chart discussed

  B. account relationships identified

  C. desired business outcomes discussed

  D. stakeholders identified

  E. network diagrams discussed

  Correct Answer: CD

• Question 70:

  What is the order of the key elements of process improvement for Customer Success?

  A. measure, define, analyze, control, improve

  B. define, measure, analyze, improve, control

  C. define, analyze, measure, improve, control

  D. analyze, define, measure, control, improve

  Correct Answer: B

  Reference: https://www.pmi.org/learning/library/five-elements-process-oriented-project-6946#:~:text=DMAIC%20stands%20for%20Define%2C%20Measure,understand%2C%20a nd%20simply%20make%20sense