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Cisco 820-605 Exam Overview:

Certification Vendor:	Cisco
Exam Name:	Cisco Customer Success Manager
Exam Number:	820-605
Exam Price:	$250 USD
Available Languages:	English, Japanese
Exam Format:	Scenario-based questions, Multiple choice
Real Exam Qty:	55-65
Certificate Validity Period:	3 years
Exam Duration:	90 minutes
Passing Score:	70%
Recommended Training:	Cisco Customer Success Manager (DTCSM) Training Course Cisco Learning Network
Exam Registration:	Cisco Certification Tracking System Pearson VUE
Sample Questions:	Cisco 820-605 Sample Questions
Exam Way:	Online proctored or onsite at authorized test centers
Pre Condition:	No formal prerequisites; recommended to have basic knowledge of Cisco customer success methodologies and 6+ months of relevant experience
Official Syllabus URL:	https://www.cisco.com/c/en/us/training-events/training-certifications/exams/current-list/customer-success-manager-csm-820-605.html

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Cisco 820-605 certification exam tests candidates on a variety of topics, including customer success principles, customer relationship management strategies, business analysis, and technical knowledge related to Cisco products and solutions. 820-605 Exam is designed to ensure that successful candidates have a comprehensive understanding of the customer journey, from customer acquisition to retention and expansion.

Cisco Customer Success Manager Sample Questions (Q106-Q111):

NEW QUESTION # 106
A Customer Success Manager is creating an adoption campaign for a customer. Where should the campaign focus to identify expand opportunities?

A. Increase solution discount.
B. Confirm all required items have been purchased.
C. Identify workshops that could optimize performance.
D. Explore additional use cases to achieve business outcomes.

Answer: D

NEW QUESTION # 107
In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?

A. Discuss new opportunities and new products to purchase
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. Provide technical configuration for development

Answer: B

NEW QUESTION # 108
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. Contact the services team and request that they reach out to the customer and address the solution
C. No action is needed because the customer will likely renew, and the issue can be addressed after the renewal
D. Make the renewals manager aware that the one solution is not fully implemented

Answer: A

NEW QUESTION # 109
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 has a high probability to renew and will include an expanded opportunity
C. The customer has increased usage, which shows a strong indicator of renewal
D. The customer's usage has seen a recent decline and the chance of them churning will be higher

Answer: D

Explanation:
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.

NEW QUESTION # 110
What is the best reason for documenting your customer's success?

A. To document roles and responsibilities for your project management
B. To establish KPI's that measure the success of your company's business
C. To provide awareness of the value achieved by the customer's purchased solution
D. To provide expansion opportunities for your sales team

Answer: B

NEW QUESTION # 111
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