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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Success Plan Creation	25%	- Customer journey mapping - Success planning and goal setting - Stakeholder engagement and alignment
Customer Success Management	20%	- Continuous value orchestration - Customer engagement and relationship building - Usage data interpretation and analysis
Renewals and Expansion	15%	- Identifying expansion opportunities - Renewal strategies and processes - Driving customer loyalty and growth
Barrier Management	25%	- Identifying adoption barriers - Overcoming resistance and technical hurdles - Developing barrier removal strategies
Customer Success Industry Knowledge	15%	- Value realization and business outcomes - Customer lifecycle management - Customer Success trends and market dynamics

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Cisco Customer Success Manager Sample Questions (Q123-Q128):

NEW QUESTION # 123
In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)

A. The adoption campaign provides free trial licenses for feature upgrades.
B. The adoption campaign provides notifications of new feature releases.
C. The adoption campaign provides free user training.
D. The adoption campaign surveys all end users for product feedback.
E. The adoption campaign notifies customers of a critical bug.

Answer: B,D

NEW QUESTION # 124
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

A. Review and update the success plan for ongoing activities
B. Observe the online image of the customer
C. No action is necessary as long as the health index is green
D. Join the sales and marketing strategy meetings
E. Manage the service issues and escalations

Answer: A,C

NEW QUESTION # 125
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?

A. initial user group identified and their use cases confirmed
B. service introduction to confirm that they know how to submit service issues at the go live
C. Quarterly Success Review build and delivery
D. customer's stakeholders and their business outcomes
E. additional features that will align with the business outcomes

Answer: B

NEW QUESTION # 126
Refer to the exhibit.

What is the problem with this RACI example?

A. Too many people are accountable for this task.
B. No one has multiple roles.
C. Every task should have four people consulted.
D. More stakeholders should be involved.

Answer: A

Explanation:
In a RACI chart, which stands for Responsible, Accountable, Consulted, and Informed, the best practice is to have only one person accountable for each task to ensure clear ownership and avoid confusion. The image shows that three different stakeholders (Stakeholders 2, 4, and 6) are marked as accountable ('A') for Project Task 1, which is not recommended as it can lead to accountability issues and dilute the clarity of who is ultimately answerable for the task's completion. References: Best practices in project management and RACI chart guidelines.

NEW QUESTION # 127
A Customer Success Manager was assigned a strategic new account.
Which action prepares them for the customer introduction meeting?

A. Speak the internal contacts to understand the customer's priorities and sentiment.
B. Document customer's current technical escalations.
C. Engage with the account team to understand the expansion opportunities.
D. Perform a deep analysis of all the sales orders to the past 24 months.

Answer: A

NEW QUESTION # 128
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