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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Renewal and Expansion Opportunities	15%	- Driving successful renewals and contract extensions - Identifying expansion and cross-sell/upsell opportunities - Building long-term customer loyalty and advocacy
Topic 2: 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
Topic 3: Success Plan Creation and Development	25%	- Building comprehensive success plans - Aligning solutions with customer goals - Defining measurable business outcomes and success criteria - Customer discovery and requirement analysis
Topic 4: Adoption Barrier Identification and Management	25%	- Identifying technical, operational, and organizational barriers - Strategies to remove or mitigate adoption obstacles - Implementing adoption acceleration frameworks - Monitoring and reporting adoption progress
Topic 5: 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

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Cisco Customer Success Manager Sample Questions (Q142-Q147):

NEW QUESTION # 142
Refer to the exhibit. What does this health score indicate?

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

Answer: A

NEW QUESTION # 143
How are operating expenses (OpEx) different from capital expenses (CapEx)?

A. OpEx includes software licenses with contracts that have user rights in perpetuity, while CapEx includes software services that are easily reconfigured.
B. OpEx are investments a company pays for up-front, while CapEx are the on-going costs to run a business.
C. OpEx has depreciation, while there is no deprecation with CapEx.
D. OpEx is expenses for the day-to-day operation of a business, while CapEx is investments in assets.

Answer: D

Explanation:
Operating expenses (OpEx) are the costs for the day-to-day operation of a business, such as rent, utilities, and payroll. Capital expenses (CapEx), on the other hand, are investments in assets that will benefit the business over a longer period, such as equipment or property2.

NEW QUESTION # 144
Which two outcomes are expansion opportunities within customer success? (Choose two.)

A. deployment of solution
B. renewal of solution subscription
C. expansion of solution features
D. purchase of a new solution
E. expansion of solution services

Answer: A,C

NEW QUESTION # 145
A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.)

A. Conduct a survey to determine which collaboration solutions users are using.
B. Block all alternative chat and video collaboration systems.
C. Encourage the customer to purchase updated endpoints.
D. Have marketing write a blog post about the new solution.
E. Advertise additional user training sessions throughout the organization.

Answer: A,E

Explanation:
The Customer Success Manager should recommend conducting a survey to determine which collaboration solutions users are using to understand why there is a gap in engagement. Additionally, advertising additional user training sessions throughout the organization can help increase the utilization rate by ensuring users are aware of and know how to use the new solution.

NEW QUESTION # 146
Which outcome is the best that a Customer Success Manager can achieve for a customer?

A. removing barriers so the customer achieves the fastest time to value possible from the solution they purchased
B. full adoption of all the technologies the customer purchased
C. ensuring the customers deployment teams and end users are trained and ready to adopt the technology
D. adoption of all the licenses and features the customer purchased leading to expansion to improve the customer's business

Answer: D

NEW QUESTION # 147
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