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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Adoption Barrier Identification and Management	25%	- Monitoring and reporting adoption progress - Implementing adoption acceleration frameworks - Strategies to remove or mitigate adoption obstacles - Identifying technical, operational, and organizational barriers
Topic 2: Success Plan Creation and Development	25%	- Building comprehensive success plans - Defining measurable business outcomes and success criteria - Aligning solutions with customer goals - Customer discovery and requirement analysis
Topic 3: Renewal and Expansion Opportunities	15%	- Driving successful renewals and contract extensions - Building long-term customer loyalty and advocacy - Identifying expansion and cross-sell/upsell opportunities
Topic 4: Customer Lifecycle Management and Value Realization	20%	- Health score assessment and risk management - Engagement models and touchpoints across the lifecycle - Usage data analysis and insight generation - Demonstrating value and ROI to customers
Topic 5: Customer Success Industry and Framework	15%	- Roles and responsibilities of a Customer Success Manager - Core concepts and value of customer success - Cisco customer success methodology

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최신 Digital Transformation Specialist 820-605 무료샘플문제 (Q106-Q111):

질문 # 106
Refer to the exhibit.

The graph shows a customer with a software product and highlights the number of paid-for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?

A. The customer's usage is too low to correctly measure the chance of their retention
B. The customer's usage has seen a recent decline and the chance of them churning will be higher
C. The customer has increased usage, which shows a strong indicator of renewal
D. The customer has a high probability to renew and will include an expanded opportunity

정답：B

설명：
The graph indicates that while the number of licenses purchased by the customer has remained constant, the number of active users has significantly declined after a peak in June. This suggests that the customer's engagement with the product is decreasing, which could lead to a higher risk of churn as the value perceived from the product diminishes. References: Customer engagement and retention strategies often highlight the importance of monitoring active usage as a key indicator of customer satisfaction and likelihood of renewal.

질문 # 107
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

A. Manage the service issues and escalations
B. Observe the online image of the customer
C. No action is necessary as long as the health index is green
D. Join the sales and marketing strategy meetings
E. Review and update the success plan for ongoing activities

정답：A,E

설명：
Throughout the quarter, the Customer Success Manager should review and update the success plan for ongoing activities to ensure that it remains aligned with the customer's changing needs and goals. Additionally, managing service issues and escalations is crucial to support the customer by addressing any challenges promptly and effectively

질문 # 108
How should a Customer Success Manager resolve a customer's skill gap for a new product?

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

정답：B

설명：
To resolve a customer's skill gap for a new product, a CSM should deliver the skills required by role with associated training for the product. This approach ensures that the customer's team is equipped with the necessary knowledge and skills to effectively use the new product, leading to better adoption and utilization2.

질문 # 109
Refer to the exhibit. Which action must be taken by Customer Success Manager?

A. Review the financial index.
B. Develop a customer testimonial.
C. Recommend expansion opportunities
D. Identify the adoption barriers.

정답：D

질문 # 110
You notice a decline over time in your customer's usage of your product. Which action do you consider?

A. Show the customer a comparison of the solution versus the competition
B. Carefully tell the customer to get more people to use your product
C. Tell the customer a new solution will soon be available
D. Re-assess the customer's business process and outline the capability of the solution

정답：D

설명：
When noticing a decline in product usage, it's important to re-assess the customer's business process and ensure that the capabilities of the solution are well-aligned with their needs. This may involve identifying any changes in the customer's operations or uncovering new challenges they are facing. References: Customer success strategies that focus on aligning product capabilities with evolving business processes.

질문 # 111
......

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