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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Customer Lifecycle Management and Value Realization	20%	- Usage data analysis and insight generation - Engagement models and touchpoints across the lifecycle - Health score assessment and risk management - Demonstrating value and ROI to customers
Topic 2: Success Plan Creation and Development	25%	- Customer discovery and requirement analysis - Aligning solutions with customer goals - Building comprehensive success plans - Defining measurable business outcomes and success criteria
Topic 3: Renewal and Expansion Opportunities	15%	- Identifying expansion and cross-sell/upsell opportunities - Driving successful renewals and contract extensions - Building long-term customer loyalty and advocacy
Topic 4: Customer Success Industry and Framework	15%	- Roles and responsibilities of a Customer Success Manager - Core concepts and value of customer success - Cisco customer success methodology
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 (Q152-Q157):

NEW QUESTION # 152
Which two adoption outcomes are renewal indicators? (Choose two)

A. customer testimonial
B. optimized services
C. payment schedule
D. solution discount
E. training attendance

Answer: A,C

NEW QUESTION # 153
The customer purchased a solution with a specific use case in mind but has not yet expressed interest in additional use cases. Which two actions gain their commitment to add use cases?
(Choose two.)

A. Provide additional training on the current use case to drive adoption.
B. Present case studies that outline the benefits they achieved and highlight compelling metrics.
C. Recognize tools that compete with the expansion opportunity and offer discounts to switch.
D. Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.
E. Conduct a discovery session to uncover their additional pain points.

Answer: A,D

NEW QUESTION # 154
Which statement describes an end user adoption barrier?

A. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
B. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.
C. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
D. The budget is insufficient to implement the solution for a new branch of the business.

Answer: B

Explanation:
This statement describes an end user adoption barrier related to behavioral resistance. When staff members are accustomed to certain tools or workflows, they may resist transitioning to new solutions, especially if they perceive the new solution as less convenient or less effective than their established habits Reference: https://useriq.com/user-adoption-barriers/

NEW QUESTION # 155
Which element of the renewal risk analysis is associated with a customer's requests to maintain existing pricing?

A. customer budget
B. competitive differentiation
C. adoption barriers
D. value realization

Answer: B

NEW QUESTION # 156
The Customer Success Manager notices that their customer has delayed going into production.
Which action does the Customer Success Manager consider?

A. Suggest that the customer replace their existing staff
B. Re-enforce the time to value of the solution
C. Provide the customer with a chargeable deployment service
D. Give the customer a discount on a future purchase

Answer: B

NEW QUESTION # 157
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