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

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Cisco Customer Success Manager Sample Questions (Q60-Q65):

NEW QUESTION # 60
Refer to the exhibit. Based on the stage and health reflected, what must be the first priority of the success plan?

A.
B. Identify and document barriers that impact product C.
C. Offer and encourage the opportunity for the customer to participate in a success story for product
D. Contact and collaborate with the individuals involved in the onboarding of product E.
E. Design and propose a discount on product G.

Answer: B

NEW QUESTION # 61
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.

Answer:

Explanation:

NEW QUESTION # 62
A hospital has invested heavily in new solutions including email, knowledge management, identity management, and a unified communications system. The hospital must identify the critical success factors in deploying and integrating these solutions. What advice should the Customer Success Manager provide?

A. Appoint a single integrator with multidomain expertise to deploy the solutions.
B. Commission a team of internal experts to manage different vendors.
C. Ensure effective overall change management, including end-user impact.
D. Follow industry standards as it relates to each technology domain.

Answer: C

NEW QUESTION # 63
What is a business adoption barrier?

A. services are unpurchased
B. customer lacks technical knowledge
C. solution is not implemented
D. lack of customer stakeholder

Answer: C

NEW QUESTION # 64
The customer wants to increase their market share and protect brands reputation. Which two business outcomes are critical to the company's success? (Choose two.)

A. sustainability
B. business growth
C. cost efficiency
D. risk management
E. credibility

Answer: D,E

Explanation:
To increase market share and protect the brand's reputation, risk management and credibility are essential. Risk management helps in mitigating potential threats that can affect market share, while credibility establishes trust with customers and stakeholders, which is vital for brand reputation. References: Cisco Customer Success Manager documentation1.

NEW QUESTION # 65
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