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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q162-Q167):

NEW QUESTION # 162
What is the best reason for documenting your customer's success?

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

Answer: C

Explanation:
Explanation/Reference:

NEW QUESTION # 163
Which type of analytics have telemetry that show the customer's use of the software and define what has happened to date?

A. predictive
B. prescriptive
C. diagnostic
D. descriptive

Answer: A

NEW QUESTION # 164
A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?

A. Engage a specialist to identity a technical solution or workaround.
B. Conduct an assessment of the business impact of the problem.
C. Evaluate the availability of resources to work on the problem.
D. Establish a timeline of when a solution must be in place.

Answer: B

NEW QUESTION # 165
What is the best method to measure customer consumption of technology?

A. telemetry and analytics
B. recurring revenue management
C. enterprise CRM and incident management
D. content management

Answer: A

NEW QUESTION # 166
Which Qprovides the best information to use to define customer success factors?

A. Which Cisco products best fit your goals?
B. What services do you need?
C. What are your business objectives for this project/initiative?
D. What tools are you looking for, to better measure your ROI?

Answer: C

NEW QUESTION # 167
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