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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q112-Q117):

NEW QUESTION # 112
During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?

A. operational
B. data
C. business
D. technical

Answer: A

NEW QUESTION # 113
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

A. capability gap
B. financial gap
C. organizational gap
D. consumption gap

Answer: C

NEW QUESTION # 114
A customer is concerned that a lot of data is presented during quarterly business reviews, but not many insights. Which action resolves this issue?

A. Agree on a set of metrics and share the results and trend lines with recommendations for improvement.
B. Provide the customer with access to the raw data to enable them to develop their own insights.
C. Explain the limitations of the available reports and offer options to provide input to develop new reports.
D. Appoint a customer representative to review the data and give specific suggestions.

Answer: A

Explanation:
To address the customer's concern about the lack of insights during quarterly business reviews, it is important to focus on actionable metrics. By agreeing on a set of relevant metrics and sharing the results along with trend lines, the Customer Success Manager can provide meaningful insights and recommendations that can lead to improvements in the customer's business processes or solution utilization. References: The practice of using data-driven insights to inform business decisions is a key component of Customer Success, ensuring that reviews are not just data presentations but strategic discussions that drive value.

NEW QUESTION # 115
The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)

A. lack of communication
B. limited telemetry
C. purchase policy process
D. lack of common features
E. business misalignment

Answer: A,B

NEW QUESTION # 116
A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?

A. Engage a specialist to identity a technical solution or workaround.
B. Establish a timeline of when a solution must be in place.
C. Evaluate the availability of resources to work on the problem.
D. Conduct an assessment of the business impact of the problem.

Answer: D

NEW QUESTION # 117
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