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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q108-Q113):

NEW QUESTION # 108
A customer wants to deploy new technology. The Customer Success Manager is concerned the customer is not ready to adopt the solution. Which steps with the Project and Operations teams ensure a successful adoption?

A. Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology.
B. Assign internal resources to develop and deliver training to the customer's IT staff to ensure the project is successful.
C. Research the best training available for this new technology and ensure as many IT staff as possible attend the training.
D. Complete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan.

Answer: A

NEW QUESTION # 109
Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago. The client has requested a meeting to improve the situation. Which reports are critical to the success of the
meeting?

A. number of users registered, service logs, number of users
B. number of users registered, number of meetings user initiated, number of meetings user joined
C. number of users registered, bandwidth utilization, number of training sessions user joined
D. network utilization, number of meetings user initiated, number of users

Answer: B

NEW QUESTION # 110
Which scenario represents a use case expand opportunity?

A. endpoint security solution extended to cover data center servers in addition to laptops
B. solution management team adds headcount
C. usage KPIs are on target entering the fourth quarter
D. supplementary training sessions are organized on existing features

Answer: A

NEW QUESTION # 111
In an onboarding session, introductions to new stakeholders were made, new KPIs were step does the Customer Success Manager take next?

A. Provide technical configuration for development.
B. Document the session, stakeholder interests, and metrics for leadership.
C. Create a success plan to be reviewed with the customer at the next review meeting.
D. Discuss new opportunities and new products to purchase.

Answer: B

NEW QUESTION # 112
What is the customer success objective of a Quarterly Success Review?

A. Introduce new products and services.
B. Create a success plan.
C. Align work effort to outcomes.
D. Evaluate renewal contract.

Answer: C

NEW QUESTION # 113
......

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