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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Success Plan Creation and Development	25%	- Customer discovery and requirement analysis - Aligning solutions with customer goals - Defining measurable business outcomes and success criteria - Building comprehensive success plans
Topic 2: Customer Lifecycle Management and Value Realization	20%	- Engagement models and touchpoints across the lifecycle - Usage data analysis and insight generation - Demonstrating value and ROI to customers - Health score assessment and risk management
Topic 3: Renewal and Expansion Opportunities	15%	- Building long-term customer loyalty and advocacy - Identifying expansion and cross-sell/upsell opportunities - Driving successful renewals and contract extensions
Topic 4: Customer Success Industry and Framework	15%	- Cisco customer success methodology - Roles and responsibilities of a Customer Success Manager - Core concepts and value of customer success
Topic 5: Adoption Barrier Identification and Management	25%	- Monitoring and reporting adoption progress - Identifying technical, operational, and organizational barriers - Implementing adoption acceleration frameworks - Strategies to remove or mitigate adoption obstacles

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Cisco Customer Success Manager Sample Questions (Q134-Q139):

NEW QUESTION # 134
Which method is directly associated with evaluating a customer outcome?

A. milestones
B. metrics
C. benchmarks
D. key performance indicators

Answer: B

NEW QUESTION # 135
Which type of analytics has telemetry that shows the customer's use of the software and defines what has happened to date?

A. prescriptive
B. descriptive
C. diagnostic
D. predictive

Answer: B

NEW QUESTION # 136
The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution. Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)

A. Evaluate the customer's expertise in managing the purchased solution.
B. Examine solution pricing with the Renewals Manager.
C. Schedule Quarterly Business Review with the new leadership team.
D. Create a new Health Index dashboard with the Sales team.
E. Review the original business case and reassess desired outcomes with the new leadership team.

Answer: C,E

NEW QUESTION # 137
How should a Customer Success Manager resolve a customer's skill gap for a new product?

A. Email a technical material link to customer stakeholders
B. Deliver skills required by role with associated training for the product
C. Allow the customer time to initiate action to address skill gaps on their terms
D. Create a blog post to publish on the company's engineering community website

Answer: B

Explanation:
To resolve a customer's skill gap for a new product, a CSM should deliver the skills required by role with associated training for the product. This approach ensures that the customer's team is equipped with the necessary knowledge and skills to effectively use the new product, leading to better adoption and utilization2.

NEW QUESTION # 138
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. organizational gap
C. financial gap
D. consumption gap

Answer: D

Explanation:
The term for the gap between the features and functions that customers purchase and the features and functions that they use is consumption gap. This gap can indicate areas where customers may need additional support or training to fully utilize their purchase.

NEW QUESTION # 139
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