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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q125-Q130):

NEW QUESTION # 125
Which two steps in the customer lifecycle approach are owned by the sales and marketing team?
(Choose two)

A. Experience
B. Adoption
C. Evaluation
D. Awareness
E. Deployment

Answer: C,D

NEW QUESTION # 126
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.

Answer:

Explanation:

NEW QUESTION # 127
Which two activities support Customer Success planning? (Choose two.)

A. adoption barrier identification
B. service delivery program management
C. KPI tracking
D. service ticket tracking
E. quality control

Answer: A,B

NEW QUESTION # 128
As part of the Customer Success Manager role, success stories and references are valuable in showcasing the value of the product. If a customer has a privacy policy that precludes them from public sharing, which action helps to mitigate any concerns?

A. Explain that this is a role metric that is needed to satisfy quotas.
B. Talk to senior management to explain the benefits of success story creations.
C. Offer the customer free products or services as an incentive.
D. Make the story for internal use only.

Answer: D

NEW QUESTION # 129
Refer to the exhibit.

Which initial action does a Customer Success Manager take?

A. Provide trending information on license types B and D and share with all stakeholders
B. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
C. Run analysis on all the license types used by the customer on all platforms
D. Share the report with the customer point of contact for license types B and D and determine causes

Answer: D

NEW QUESTION # 130
......

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