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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q43-Q48):

NEW QUESTION # 43
Refer to the exhibit.

What does this health score indicate?

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

Answer: C

Explanation:
The health score in the exhibit indicates low engagement and utilization of the product's features, as evidenced by the low scores in key areas such as Utilization, Implementation, Use, Engage, Adopt, and Optimize.
Specifically, the zero scores in Engage and Adopt suggest that the customer is not fully leveraging the product, which is a strong indicator of low satisfaction or perceived value. This can lead to a higher likelihood of the customer not renewing their license. References: Best practices in customer success management and health score interpretation.

NEW QUESTION # 44
Which customer stakeholder is the key contact of the Quarterly Success Review?

A. business or technical decision maker
B. solution architect
C. account manager
D. customer users

Answer: A

NEW QUESTION # 45
Which of these is included in a success plan?

A. services cost
B. customer HR processes
C. confidential customer information
D. customer business outcomes

Answer: D

NEW QUESTION # 46
The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution.
Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)

A. Schedule Quarterly Business Review with the new leadership team.
B. Create a new Health Index dashboard with the Sales team.
C. Examine solution pricing with the Renewals Manager.
D. Evaluate the customer's expertise in managing the purchased solution.
E. Review the original business case and reassess desired outcomes with the new leadership team.

Answer: A,E

NEW QUESTION # 47
What are two barriers of adoption in an organization? (Choose two.)

A. hiring practices
B. implementation issues
C. new product sales motion
D. lack of knowledge on solution
E. organizational announcements

Answer: B,D

Explanation:
Two barriers to adoption in an organization are a lack of knowledge on the solution and implementation issues. These barriers can prevent successful adoption as they hinder users' ability to understand and effectively use the new technology, and they can cause delays or problems during the rollout of the solution

NEW QUESTION # 48
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