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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q23-Q28):

NEW QUESTION # 23
Which tool is used by a Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?

A. Health Index Report
B. KPIs
C. Stakeholder Map
D. RACI

Answer: D

Explanation:
The responsible, accountable, consulted, informed (RACI) model can be used as an effective tool to manage the allocation of roles in a group/cross functional project to ensure efficient execution.
It also facilitates stakeholder management for project leads.

NEW QUESTION # 24
The customer wants to increase the number of services in their portfolio and improve the time to launch these services. Which two business outcomes are appropriate? (Choose two.)

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

Answer: B,D

NEW QUESTION # 25
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. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine.
B. Contact the services team and request that they reach out to the customer to address the solution.
C. No action is needed because the customer will probably renew and you can address the issue after the renewal.
D. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue.

Answer: D

NEW QUESTION # 26
From a Customer Success perspective, why should the customer's health be monitored?

A. to give the customer valuable insight so they can automatically renew critical services on time
B. to directly enable renewals
C. to provide the opportunity to address any changes in the customer's experience around the solution
D. to identify unused licenses so they can be addressed via a service improvement plan

Answer: B

NEW QUESTION # 27
At which lifecycle stage does the Customer Success Manager identify the solution purchased?

A. Implement
B. Purchase
C. Onboard
D. Select

Answer: B

Explanation:
The Customer Success Manager identifies the solution purchased during the Purchase stage of the lifecycle.
This is when the transaction is completed, and the details of the purchase are finalized, including the specific solutions that the customer has bought. References: The lifecycle stages of customer engagement typically include the Purchase stage as a key phase where the details of the transaction are recorded and acknowledged.

NEW QUESTION # 28
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