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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Customer Success Management	20%	- Usage data interpretation and analysis - Customer engagement and relationship building - Continuous value orchestration
Topic 2: Customer Success Industry Knowledge	15%	- Customer lifecycle management - Value realization and business outcomes - Customer Success trends and market dynamics
Topic 3: Success Plan Creation	25%	- Stakeholder engagement and alignment - Success planning and goal setting - Customer journey mapping
Topic 4: Renewals and Expansion	15%	- Identifying expansion opportunities - Renewal strategies and processes - Driving customer loyalty and growth
Topic 5: Barrier Management	25%	- Identifying adoption barriers - Overcoming resistance and technical hurdles - Developing barrier removal strategies

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

NEW QUESTION # 123
The customer wants to increase their market share and protect brands reputation. Which two business outcomes are critical to the company's success? (Choose two.)

A. business growth
B. risk management
C. credibility
D. sustainability
E. cost efficiency

Answer: B,C

Explanation:
To increase market share and protect the brand's reputation, risk management and credibility are essential. Risk management helps in mitigating potential threats that can affect market share, while credibility establishes trust with customers and stakeholders, which is vital for brand reputation. References: Cisco Customer Success Manager documentation1.

NEW QUESTION # 124
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. Review the original business case and reassess desired outcomes with the new leadership team.
C. Examine solution pricing with the Renewals Manager.
D. Create a new Health Index dashboard with the Sales team.
E. Schedule Quarterly Business Review with the new leadership team.

Answer: B,E

Explanation:
To mitigate the risk of lack of adoption with a new leadership team, the Customer Success Manager must schedule a Quarterly Business Review with the new leadership team and review the original business case to reassess desired outcomes with them. These activities ensure alignment on expectations and provide an opportunity to address any concerns the new leadership may have67.

NEW QUESTION # 125
Which analysis model is used to better understand the customer business environment?

A. RACI
B. renewal contract
C. dashboard
D. SWOT

Answer: D

NEW QUESTION # 126
Which two actions should be taken when a customer's usage is in decline? (Choose two.)

A. Show the customer how the current solution compares to the offers from a competitor.
B. Tell the customer a new solution will soon be available.
C. Review the implementation plan with key customer leadership.
D. Assess the capabilities of the solution against the customer's desired outcomes.
E. Identify changes in the customer's business processes.

Answer: D,E

NEW QUESTION # 127
What is the purpose of targeted use cases?

A. They highlight the product differentiation from a competitor.
B. They define how a solution is applied to enable a desired outcome.
C. They provide customers with ways to take advantage of additional features.
D. They function without the purchase of additional services.

Answer: B

Explanation:
Targeted use cases are specific scenarios that illustrate how a product or service can be used to achieve a particular goal or solve a specific problem. They help customers understand the practical application of a solution and how it can lead to the desired outcome1.

NEW QUESTION # 128
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