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Cisco 820-605 Exam is an essential requirement for individuals who want to become a Cisco Customer Success Manager. 820-605 exam tests the candidate's knowledge and skills in managing customer relationships, understanding customer needs and goals, and helping customers achieve their desired outcomes through the use of technology. Passing 820-605 exam and obtaining the Cisco Certified Customer Success Manager certification can open up many career opportunities in the field of customer success.
Topics Covered in Official Exam
The domains below act as a prep guide by revealing the type of questions to expect in the main exam. Each objective has a particular percentage of the total content and comprises the following syllabus:
- Barrier Management
This topic contains about 25% of the exam content. The relevant subjects you should know include the identification of the kinds of customer obstacles and the description of the tools and processes used to identify these barriers. Then, you should also know how to identify steps that could cause an imbalance between the project duration and value derived by a customer.
- Success Plan Creation
This part comprises 25% of the test questions. From this topic, you should be able to describe the detailed components of a customer success plan and point out the significant success factors to link to business results. Moreover, you may be asked to give detailed information on the sought-after business results with the help of info from major stakeholders.
- Customer Success Management
About 20% of the test items come from this section. Here, you may be asked to explain different components in the customer onboarding procedure plus the basis of fundamental customer management processes. You should also be able to discuss the communication necessities of stakeholders and note the chances for clients to play the role of supporters.
- Customer Success Industry
About 15% of the exam questions come from this domain. You are expected to define customer success as well as explain the main facilitators that create the demand for it. Also, you should have a clear knowledge of the lifecycle journey of customers and correlate customer support, success, and sales.
- Expand Opportunities and Renewal
This segment takes up about 15% of the test. Relevant subtopics include the description of the various types of expanding opportunities, the identification of the possible opportunities for expansion throughout any customer lifecycle. Learning about adoption campaigns and how they can reveal expansion opportunities is also another step you should take before attempting the Cisco 820-605.
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To prepare for the exam, candidates must have a strong understanding of Cisco solutions and technologies, as well as experience in customer success management. They must also be familiar with the best practices in customer success management, including developing and executing customer success plans, managing customer relationships, and driving adoption and expansion.
Cisco Customer Success Manager Sample Questions (Q86-Q91):
NEW QUESTION # 86
Which statement describes the difference between customer success and customer sales?
- A. Customer sales is about getting customers to utilize their solutions to get the value they intended Customer success is about expanding the customer's portfolio.
- B. Customer sales is about getting customers to utilize their solutions to get the value they intended Customer success is about making sure the customer deploys the solution within an effective timeline.
- C. Customer sales is about selling solutions to meet business needs Customer success is about getting customers to utilize those solutions to get the value they intended.
- D. Customer sales is about selling solutions to meet business needs Customer success is about finding product opportunities for sales as the customer utilizes their current solution.
Answer: B
NEW QUESTION # 87
A customer complains about the number of times they must explain their problems and ask different team members to find a solution. How can this issue be avoided?
- A. Clarify roles and responsibilities with the stakeholders.
- B. Share the company's organizational chart with the support team.
- C. Provide customers with relevant use cases for the purchased solution.
- D. Ensure that the customer knows the point of contact for product training.
Answer: A
Explanation:
To avoid the issue of a customer having to explain their problems multiple times to different team members, it is essential to clarify roles and responsibilities with the stakeholders. This ensures that there is a clear understanding of who is responsible for what, and the customer knows exactly whom to contact for each issue
NEW QUESTION # 88
You notice a decline over time in your customer's usage of your product.
Which action do you consider?
- A. Re-assess the customer's business process and outline the capability of the solution
- B. Carefully tell the customer to get more people to use your product
- C. Show the customer a comparison of the solution versus the competition
- D. Tell the customer a new solution will soon be available
Answer: A
NEW QUESTION # 89
Which activity reduces the risk of chum?
- A. expanding the customer footprint
- B. providing a discount on renewal
- C. lowering the service level
- D. educating on product features
Answer: D
NEW QUESTION # 90
The customer wants to reduce their exposure to security events. Which business outcome is critical to the company's success?
- A. sustainability
- B. cost efficiency
- C. market growth
- D. risk management
Answer: A
NEW QUESTION # 91
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