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Cisco 820-605 Exam Syllabus Topics:

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

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

NEW QUESTION # 108
An external customer case study is being created. Drag and drop the contents which show value from the left onto the right. Not all content choices are used.

Answer:

Explanation:

NEW QUESTION # 109
Refer to the exhibit.

What is the problem with this RACI example?

A. Every task should have four people consulted.
B. Too many people are accountable for this task.
C. No one has multiple roles.
D. More stakeholders should be involved.

Answer: B

Explanation:
In a RACI chart, which stands for Responsible, Accountable, Consulted, and Informed, the best practice is to have only one person accountable for each task to ensure clear ownership and avoid confusion. The image shows that three different stakeholders (Stakeholders 2, 4, and 6) are marked as accountable ('A') for Project Task 1, which is not recommended as it can lead to accountability issues and dilute the clarity of who is ultimately answerable for the task's completion. References: Best practices in project management and RACI chart guidelines.

NEW QUESTION # 110
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used. Select and Place:

Answer:

Explanation:

Explanation:
A blue rectangular boxes with text Description automatically generated

NEW QUESTION # 111
Refer to the exhibit. Which role is accountable for the Develop and validate Success Plan update activity?

A. Customer Success Manager
B. Product Sales Specialist
C. Account Manager
D. Business Development Manager

Answer: A

NEW QUESTION # 112
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

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

Answer: C,D

NEW QUESTION # 113
......

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