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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q126-Q131):

NEW QUESTION # 126
In a cloud implementation scenario, what does the sales professional must take into consideration regarding the revenue of a business outcomes selling?

A. Revenue from this model is immediate.
B. Revenue from this model is three times bigger than in the traditional product selling.
C. Revenue from this model could increase in a 25%.
D. Revenue from this model is realized over a longer period of time.

Answer: D

NEW QUESTION # 127
Refer to the exhibit.

Which initial action does a Customer Success Manager take?

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

Answer: B

Explanation:
The initial action a Customer Success Manager should take is to share the report with the customer point of contact for license types B and D to determine the causes of the usage trends. The bar graph indicates a decline in the use of these license types, which could suggest issues with adoption or satisfaction.
Understanding the reasons behind these trends is crucial for addressing any potential problems and improving customer success.

NEW QUESTION # 128
Refer to the exhibit. What does this health score indicate?

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

Answer: A

NEW QUESTION # 129
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?

A. Use
B. Onboard
C. Implement
D. Adopt

Answer: D

NEW QUESTION # 130
A customer's renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)

A. questions to validate the interpreted analytical data
B. sales account plan
C. detailed contract inventory
D. support tickets reports and diagnostic information
E. customer annual report and quarterly business reviews

Answer: D,E

Explanation:
Prior to a meeting with the customer to discuss their adoption journey before the renewal, it's important to have the customer annual report and quarterly business reviews to understand the overall business health and past performance. Additionally, support tickets reports and diagnostic information are crucial to identify any issues the customer has faced and how they were resolved, which can inform the discussion on adoption and potential improvements

NEW QUESTION # 131
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