Cisco Cisco Certifications 820-605 Questions & Answers

• Question 71:

  Which definition of a use case is true?

  A. comparison of the marketing description of what a product does to the customer's experience

  B. list of actions or event steps that a customer uses

  C. list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal

  D. list of instructions that customer uses for their software

  Correct Answer: C

• Question 72:

  Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?

  A. Customer Success Specialist

  B. Technical Engineer

  C. Sales Engineer

  D. Solution Product Manager

  Correct Answer: B

  The issue here is a technical one that is causing the adoption barrier so it would be technical specialist that would need to be engaged to help resolve this. The CSS could certainly be involved but when that person realised that the barrier was purely technical they should be engaging the technical specialist to resolve it.

• Question 73:

  A Customer Success Manager must deliver high touch customer success experience.

  Which customer engagement model must be used?

  A. Utilize a digital engagement so all your customers experience the touch of customer success

  B. Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience

  C. Utilize the service team to form a larger internal team to lead the engagement

  D. Utilize people to focus your customers in a 1:many customer success experience

  Correct Answer: B

• Question 74:

  Which action should be taken to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?

  A. Provide break-fix support for technical problems experienced or observed by the customer.

  B. Provide training content to address current and existing barriers.

  C. Provide a detailed cost structure for the management team.

  D. Provide direct and in-depth technical expertise upon customer request.

  Correct Answer: B

• Question 75:

  Which adoption barrier results from failing to identify key stakeholders?

  A. missing value of product roadmap

  B. fragmented purchase

  C. lack of resources

  D. additional training requirements

  Correct Answer: C

• Question 76:

  A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, they complain to the Customer Success Manager that they cannot verify who and how the licenses are being used. Which two types of adoption barriers are occurring? (Choose two.)

  A. process

  B. people

  C. tools

  D. platform

  E. application

  Correct Answer: AB

• Question 77:

  Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

  A. increase in new subscribers or increase in end users

  B. number of incidents reported or number of compliance issues

  C. reduction in headcount or operational support costs

  D. customer and employee feedback

  E. number of activities completed or increase in direct time

  Correct Answer: E

• Question 78:

  Which type of analytics has telemetry that demonstrates the customer's use of the software and actions to date?

  A. diagnostic

  B. descriptive

  C. prescriptive

  D. predictive

  Correct Answer: B

• Question 79:

  Which method is directly associated with evaluating a customer outcome?

  A. milestones

  B. key performance indicators

  C. metrics

  D. benchmarks

  Correct Answer: B

• Question 80:

  Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

  A. No action is necessary as long as the health index is green

  B. Observe the online image of the customer

  C. Review and update the success plan for ongoing activities

  D. Manage the service issues and escalations

  E. Join the sales and marketing strategy meetings

  Correct Answer: CD