Cisco Cisco Certifications 820-605 Questions & Answers

• Question 81:

  B. Measure the number of complaints raised by students

  C. Combination of tailored surveys and IT tools-based metrics

  D. Implement staff Super Users to provide feedback

  Correct Answer: C

• Question 82:

  Which task drives advocacy with customer stakeholders?

  A. creating a success story

  B. creating a Customer Success Plan

  C. creating technical documentation

  D. creating a stakeholder map

  Correct Answer: A

• Question 83:

  Which outcome is the best that a Customer Success Manager can achieve for a customer?

  A. adoption of all the licenses and features the customer purchased leading to expansion to improve the customer's business

  B. full adoption of all the technologies the customer purchased

  C. removing barriers so the customer achieves the fastest time to value possible from the solution they purchased

  D. ensuring the customers deployment teams and end users are trained and ready to adopt the technology

  Correct Answer: C

• Question 84:

  Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager's company. Which two opportunities can lead to advocacy? (Choose two.)

  A. moments of success when the customer acknowledges progress

  B. successful contract renewal

  C. green health scores over intermittent time periods

  D. continuing results based on unexpected value

  E. results that are not measurable

  Correct Answer: AD

• Question 85:

  Refer to the exhibit.

  

  Which action must be taken by Customer Success Manager?

  A. Recommend expansion opportunities

  B. Review the financial index.

  C. Develop a customer testimonial.

  D. Identify the adoption barriers.

  Correct Answer: D

• Question 86:

  Which sources should be used to uncover customer barriers?

  A. data, health score, intuition

  B. conversation, data, health score

  C. intuition, observation, data

  D. observation, conversation, data

  Correct Answer: D

• Question 87:

  What is a business adoption barrier?

  A. solution is not implemented

  B. customer lacks technical knowledge

  C. services are unpurchased

  D. lack of customer stakeholder

  Correct Answer: A

• Question 88:

  Which term describes the gap between the features and functions customers purchases and the features and functions customers use?

  A. consumption

  B. organizational

  C. financial

  D. capability

  Correct Answer: A

• Question 89:

  What is a type of expansion opportunity?

  A. additional user groups

  B. positive customer sentiment

  C. strong stakeholder communication

  D. using latest release versions

  Correct Answer: A

• Question 90:

  Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)

  A. completion of customer training

  B. confirmation of customer business outcomes

  C. review of product roadmap

  D. scheduling of Quarterly Success Review

  E. agreement of key stakeholders

  Correct Answer: BE