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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Customer Success Management	20%	- Usage data interpretation and analysis - Continuous value orchestration - Customer engagement and relationship building
Barrier Management	25%	- Overcoming resistance and technical hurdles - Developing barrier removal strategies - Identifying adoption barriers
Renewals and Expansion	15%	- Driving customer loyalty and growth - Renewal strategies and processes - Identifying expansion opportunities
Customer Success Industry Knowledge	15%	- Customer lifecycle management - Customer Success trends and market dynamics - Value realization and business outcomes
Success Plan Creation	25%	- Customer journey mapping - Success planning and goal setting - Stakeholder engagement and alignment

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Cisco - 820-605 - Cisco Customer Success Manager –Updated Practice Test

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Cisco Customer Success Manager Sample Questions (Q82-Q87):

NEW QUESTION # 82
A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach to measure success is the best?

A. Twice yearly student and staff surveys with two QUESTIONs related to IT
B. Combination of tailored surveys and IT tools-based metrics
C. Measure the number of complaints raised by students
D. Implement staff Super Users to provide feedback

Answer: C

NEW QUESTION # 83
A large university has deployed a new IT solution designed to improve the overall student and staff experience.
Which approach to measure success is the best?

A. Combination of tailored surveys and IT tools-based metrics
B. Measure the number of complaints raised by students
C. Twice yearly student and staff surveys with two questions related to IT
D. Implement staff Super Users to provide feedback

Answer: B

Explanation:
Explanation/Reference:

NEW QUESTION # 84
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.

Answer:

Explanation:

NEW QUESTION # 85
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

A. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
B. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
C. Service organizations must evolve from a "break fix" business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption.
The CSM advises and professional services team on the best services to position.
D. The accelerated pace of innovation in the era of the Internet of Things confuses many customers.
A CSM helps sales position the right technologies that will accelerate success for their business.

Answer: B

NEW QUESTION # 86
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. Provide trending information on license types B and D and share with all stakeholders
C. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
D. Share the report with the customer point of contact for license types B and D and determine causes

Answer: A

NEW QUESTION # 87
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