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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Customer Success Management	20%	- Usage data interpretation and analysis - Continuous value orchestration - Customer engagement and relationship building
Topic 2: Success Plan Creation	25%	- Success planning and goal setting - Customer journey mapping - Stakeholder engagement and alignment
Topic 3: Barrier Management	25%	- Developing barrier removal strategies - Identifying adoption barriers - Overcoming resistance and technical hurdles
Topic 4: Renewals and Expansion	15%	- Identifying expansion opportunities - Renewal strategies and processes - Driving customer loyalty and growth
Topic 5: Customer Success Industry Knowledge	15%	- Customer lifecycle management - Value realization and business outcomes - Customer Success trends and market dynamics

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Cisco Customer Success Manager Sample Questions (Q115-Q120):

NEW QUESTION # 115
Which topics must be covered during a Quarterly Success Review to ensure that outcomes are achieved?

A. technical support cases in flight and support options
B. the success plan, the agreed priorities, and the planned outcomes
C. upcoming contract renewal and expansion opportunities
D. stakeholder mapping and planned training sessions

Answer: B

NEW QUESTION # 116
Which action should a Customer Success Manager take when the product utilization score is not improving?

A. Review the support case history to identify product quality or customer education issues.
B. Conduct customer interviews to understand current adoption barriers and develop a solution plan.
C. Engage the sales team to upsell the solution and offer options and product diversity to thecustomer.
D. Contact the product operations team to review the telemetry and offer insights to the customer.

Answer: B

Explanation:
When the product utilization score is not improving, a Customer Success Manager should conduct customer interviews to understand the barriers to adoption and develop a plan to address them. References: Customer success strategies that focus on aligning product capabilities with evolving business processes.

NEW QUESTION # 117
A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled.
The other two solutions are in regular use in production How should the Customer Success Manager address the one solution that has not been fully enabled?

A. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue.
B. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine.
C. No action is needed because the customer will probably renew and you can address the issue after the renewal.
D. Contact the services team and request that they reach out to the customer to address the solution.

Answer: A

NEW QUESTION # 118
The customer wants to improve operational expenditure and reduce the C02 footprint of the organization. Which two business outcomes are critical to the company's success? (Choose two.)

A. business growth
B. time to market
C. sustainability
D. cost efficiency
E. credibility

Answer: C,D

NEW QUESTION # 119
What is a business adoption barrier?

A. solution is not implemented
B. services are unpurchased
C. customer lacks technical knowledge
D. lack of customer stakeholder

Answer: A

NEW QUESTION # 120
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