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Cisco 820-605 Exam Syllabus Topics:

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

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

NEW QUESTION # 82
During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?

A. technical
B. data
C. business
D. operational

Answer: D

NEW QUESTION # 83
Which two outcomes are expansion opportunities within customer success? (Choose two )

A. expansion of solution features
B. deployment of solution
C. purchase of a new solution
D. expansion of solution services
E. renewal of solution subscription

Answer: D,E

NEW QUESTION # 84
Which action should betaken when new company leadership is forcing a competitor's solution?

A. Hold an executive briefing to evaluate risks of the proposed solution.
B. Tell the new leadership about the long-standing relationship between two companies.
C. Recheck the value realized by the current solution.
D. Demonstrate how the current solution is a lower-cost solution than competitors.

Answer: A

NEW QUESTION # 85
Refer to the exhibit. What does this health score indicate?

A. The customer needs to consume more of this product.
B. The customer is unlikely to renew this license.
C. The customer needs to purchase more licenses.
D. The customer is unlikely to advocate for this product.

Answer: D

NEW QUESTION # 86
What are two barriers to adoption within an organization? (Choose two.)

A. solution implemented by partner
B. centralized IT organization
C. inadequate knowledge and skills
D. agile development model
E. organizational silos

Answer: C,E

Explanation:
Two barriers to adoption within an organization are inadequate knowledge and skills, and organizational silos.
Inadequate knowledge and skills refer to the lack of necessary training or expertise among employees to effectively use a new solution. Organizational silos occur when different departments or groups within an organization do not share information or collaborate effectively, which can hinder the adoption of new solutions across the organization

NEW QUESTION # 87
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For the Cisco Customer Success Manager (820-605) web-based practice exam no special software installation is required. because it is a browser-based Cisco Customer Success Manager (820-605) practice test. The web-based Cisco Customer Success Manager (820-605) practice exam works on all operating systems like Mac, Linux, iOS, Android, and Windows. In the same way, IE, Firefox, Opera and Safari, and all the major browsers support the web-based Cisco 820-605 Practice Test.

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