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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
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
Customer Lifecycle Management and Value Realization	20%	- Health score assessment and risk management - Usage data analysis and insight generation - Engagement models and touchpoints across the lifecycle - Demonstrating value and ROI to customers
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
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
Success Plan Creation and Development	25%	- Aligning solutions with customer goals - Customer discovery and requirement analysis - Building comprehensive success plans - Defining measurable business outcomes and success criteria

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Cisco Customer Success Manager Sample Questions (Q24-Q29):

NEW QUESTION # 24
Which tool is used by Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?

A. KPIs
B. RACI
C. Stakeholder Map
D. Health Index Report

Answer: B

Explanation:
The RACI tool is used by Customer Success Managers to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management. RACI stands for Responsible, Accountable, Consulted, and Informed, and it helps clarify roles and responsibilities within a project.

NEW QUESTION # 25
Which action should betaken when new company leadership is forcing a competitor's solution?

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

Answer: B

Explanation:
When new company leadership is considering a competitor's solution, it is important to hold an executive briefing to evaluate the risks associated with the proposed solution. This action allows for a strategic discussion on the implications of switching solutions and ensures that the leadership is fully informed about the potential impact on the company's operations and goals. References: Cisco Customer Success Manager documentation1.

NEW QUESTION # 26
Which two adoption outcomes are renewal indicators? (Choose two)

A. training attendance
B. customer testimonial
C. payment schedule
D. optimized services
E. solution discount

Answer: B,C

NEW QUESTION # 27
Refer to the exhibit.

Based on the stage and health reflected, what must be the first priority of the success plan?

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

Answer: C

Explanation:
The exhibit shows that Product C is facing critical issues in the 'Implement' stage, as indicated by the red box, and at-risk conditions in the 'Use' stage, as shown by the orange box. These indicators suggest that there are significant barriers preventing the successful implementation and use of Product C. Therefore, the first priority must be to identify and document these barriers to develop a plan to overcome them and ensure the product's success. References: Best practices in customer success management and product lifecycle management.

NEW QUESTION # 28
Which statement describes an end user adoption barrier?

A. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.
B. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
C. The budget is insufficient to implement the solution for a new branch of the business.
D. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.

Answer: A

Explanation:
Explanation/Reference: https://useriq.com/user-adoption-barriers/

NEW QUESTION # 29
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