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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q35-Q40):

NEW QUESTION # 35
Which type of analytics has telemetry that shows the customer's use of the software and defines what has happened to date?

A. descriptive
B. predictive
C. prescriptive
D. diagnostic

Answer: A

NEW QUESTION # 36
Refer to the exhibit.

Which initial action does a Customer Success Manager take?

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

Answer: A

NEW QUESTION # 37
Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)

A. help desk data
B. training surveys
C. telemetry
D. health score
E. risk management

Answer: C,D

NEW QUESTION # 38
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. lack of communication
B. purchase policy process
C. lack of common features
D. limited telemetry
E. business misalignment

Answer: A,E

NEW QUESTION # 39
Refer to the exhibit. Based on the stage and health reflected, what must be the first priority of the success plan?

A. Design and propose a discount on product G.
B. Contact and collaborate with the individuals involved in the onboarding of product E.
C.
D. Identify and document barriers that impact product C.
E. Offer and encourage the opportunity for the customer to participate in a success story for product

Answer: D

NEW QUESTION # 40
......

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