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Cisco 820-605 Exam Syllabus Topics:

SectionWeightObjectives
Topic 1: Barrier Management25%- Overcoming resistance and technical hurdles
- Developing barrier removal strategies
- Identifying adoption barriers
Topic 2: Customer Success Industry Knowledge15%- Customer Success trends and market dynamics
- Customer lifecycle management
- Value realization and business outcomes
Topic 3: Customer Success Management20%- Customer engagement and relationship building
- Continuous value orchestration
- Usage data interpretation and analysis
Topic 4: Renewals and Expansion15%- Identifying expansion opportunities
- Driving customer loyalty and growth
- Renewal strategies and processes
Topic 5: Success Plan Creation25%- Customer journey mapping
- Stakeholder engagement and alignment
- Success planning and goal setting

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Cisco Customer Success Manager Sample Questions (Q20-Q25):

NEW QUESTION # 20
Which activity reduces the risk of chum?

Answer: A


NEW QUESTION # 21
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?

Answer: A

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 # 22
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.

Answer:

Explanation:


NEW QUESTION # 23
A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership.
Which action does the Customer Success Manager take first?

Answer: C

Explanation:
The first action the Customer Success Manager should take is to check the account health report and review the expected outcomes in the success plan. This will provide insights into where the customer's expectations may not be met. Following this, setting up an internal meeting with the account team to discuss next steps is crucial for developing a strategy to address the customer's concerns.


NEW QUESTION # 24
A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, they complain to the Customer Success Manager that they cannot verify who and how the licenses are being used. Which two types of adoption barriers are occurring? (Choose two.)

Answer: C,D


NEW QUESTION # 25
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