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Cisco 820-605 Exam Syllabus Topics:

Section	Objectives
Topic 1: Customer Lifecycle Management	- Customer journey mapping - Onboarding and adoption phases
Topic 2: Tools and Operational Metrics	- KPIs, reporting, and performance measurement - Customer success tools and platforms
Topic 3: Renewals and Expansion Strategy	- Renewal planning and lifecycle extension - Upsell and cross-sell strategies
Topic 4: Customer Success Foundations	- Customer Success principles and value outcomes - Role of Customer Success Manager in Cisco ecosystem
Topic 5: Adoption and Value Realization	- Measuring business outcomes and value realization - Driving product adoption
Topic 6: Customer Health and Engagement	- Engagement strategies and retention practices - Customer health scoring and metrics

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Cisco Customer Success Manager Sample Questions (Q32-Q37):

NEW QUESTION # 32
Which list of components of a Customer Success Quarterly Success Review is common?

A. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter
B. results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
C. results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the
next quarter
D. results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter

Answer: D

NEW QUESTION # 33
How should a Customer Success Manager resolve a customer's skill gap for a new product?

A. Email a technical material link to customer stakeholders
B. Deliver skills required by role with associated training for the product
C. Allow the customer time to initiate action to address skill gaps on their terms
D. Create a blog post to publish on the company's engineering community website

Answer: B

NEW QUESTION # 34
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?

A. service introduction to confirm that they know how to submit service issues at the go live
B. additional features that will align with the business outcomes
C. customer's stakeholders and their business outcomes
D. Quarterly Success Review build and delivery
E. initial user group identified and their use cases confirmed

Answer: A,C

NEW QUESTION # 35
What is the order of the key elements of process improvement for Customer Success?

A. analyze, define, measure, control, improve
B. define, measure, analyze, improve, control
C. measure, define, analyze, control, improve
D. define, analyze, measure, improve, control

Answer: B

NEW QUESTION # 36
Refer to the exhibit.

Which initial action does a Customer Success Manager take?

A. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
B. Provide trending information on license types B and D and share with all stakeholders
C. Share the report with the customer point of contact for license types B and D and determine causes
D. Run analysis on all the license types used by the customer on all platforms

Answer: B

NEW QUESTION # 37
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