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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q103-Q108):

NEW QUESTION # 103
Which activity reduces the risk of chum?

A. providing a discount on renewal
B. expanding the customer footprint
C. educating on product features
D. lowering the service level

Answer: B

NEW QUESTION # 104
Which task drives advocacy with customer stakeholders?

A. creating technical documentation
B. creating a success story
C. creating a stakeholder map
D. creating a Customer Success Plan

Answer: D

NEW QUESTION # 105
Which two outcomes are expansion opportunities within customer success? (Choose two.)

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

Answer: A,B

Explanation:
Explanation/Reference:

NEW QUESTION # 106
From a Customer Success perspective, which reason to monitor your customer's health is the most important?

A. Understanding your customer's health directly enables renewals
B. It provides the opportunity to address any changes in the customer's experience or actions around the solution
C. It gives the customer valuable insight so they can automatically renew critical on time
D. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan

Answer: B

Explanation:
"Good and timely account health scores will logically drive accuracy into your renewal forecast.", not "directly enables renewals". Above that, the question starts with "From a Customer Success Perspective...". Renewal is a sales success. Customer success is about getting the value from the solution provided. Addressing experience is relevant.
https://www.gainsight.com/customer-success-best-practices/how-to-score-customer-health/

NEW QUESTION # 107
A customer voices frustration because the purchased solution is not being adopted as expected within the organization, and the organization's new leadership does not have a historical perspective of the expected outcomes. Which two activities should the Customer Success Manager initiate to create mitigation plans to address these risk factors? (Choose two)

A. Examine the recent QBR results.
B. Research the list of accelerators.
C. Analyze the adoption report.
D. Evaluate the architecture value cards.
E. Review the account health score.

Answer: A,C

NEW QUESTION # 108
......

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