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Cisco 820-605 Exam Syllabus Topics:

Section	Objectives
Renewals and Expansion Strategy	- Upsell and cross-sell strategies - Renewal planning and lifecycle extension
Adoption and Value Realization	- Measuring business outcomes and value realization - Driving product adoption
Customer Success Foundations	- Customer Success principles and value outcomes - Role of Customer Success Manager in Cisco ecosystem
Tools and Operational Metrics	- KPIs, reporting, and performance measurement - Customer success tools and platforms
Customer Lifecycle Management	- Customer journey mapping - Onboarding and adoption phases
Customer Health and Engagement	- Engagement strategies and retention practices - Customer health scoring and metrics

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Cisco Customer Success Manager Sample Questions (Q66-Q71):

NEW QUESTION # 66
The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)

A. purchase policy process
B. lack of common features
C. limited telemetry
D. lack of communication
E. business misalignment

Answer: D,E

NEW QUESTION # 67
What is a technical adoption barrier?

A. underutilization of licenses
B. lack of integration with other products
C. customer not measuring product value
D. untrained customer user group

Answer: B

Explanation:
A technical adoption barrier is the lack of integration with other products. This barrier occurs when the new technology does not easily integrate with the customer's existing systems, causing difficulties in adoption5.

NEW QUESTION # 68
What is a goal of the Quarterly Success Review?

A. identification of new areas of growth and sales
B. negotiation of discount levels associated with solution expansion
C. alignment of priorities and outcomes while celebrating accomplishments
D. product expansion to demonstrate customer loyalty

Answer: C

Explanation:
The goal of the Quarterly Success Review is to align priorities and outcomes while celebrating accomplishments. This review serves as a strategic session that ensures both the customer and the organization are on the same page regarding business objectives and the progress towards achieving them. It's also an opportunity to acknowledge and celebrate the milestones and successes along the way, reinforcing the partnership and the value derived from the services or products provided.
References:
Cisco's official page on Customer Success Manager certification2.
*Skilljar blog on scaling Customer Success with Quarterly Business Reviews3.

NEW QUESTION # 69
Which Quarterly Success Review outcome is relevant for the customer?

A. decrease in the number of Priority 1 cases
B. coverage of the install base has risen to 95%
C. aligned business priorities and outcomes
D. on-time delivery of services

Answer: C

NEW QUESTION # 70
A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.)

A. Have marketing write a blog post about the new solution.
B. Encourage the customer to purchase updated endpoints.
C. Conduct a survey to determine which collaboration solutions users are using.
D. Advertise additional user training sessions throughout the organization.
E. Block all alternative chat and video collaboration systems.

Answer: C,D

Explanation:
The Customer Success Manager should recommend conducting a survey to determine which collaboration solutions users are using to understand why there is a gap in engagement. Additionally, advertising additional user training sessions throughout the organization can help increase the utilization rate by ensuring users are aware of and know how to use the new solution.

NEW QUESTION # 71
......

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