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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q30-Q35):

NEW QUESTION # 30
What are two barriers of adoption in an organization? (Choose two.)

A. new product sales motion
B. implementation issues
C. hiring practices
D. organizational announcements
E. lack of knowledge on solution

Answer: B,E

NEW QUESTION # 31
A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?

A. Engage a specialist to identify a technical solution or workaround.
B. Establish a timeline of when a solution must be in place.
C. Evaluate the availability of resources to work on the problem.
D. Conduct an assessment of the business impact of the problem.

Answer: A

Explanation:
The first step in the mitigation plan should be to engage a specialist to identify a technical solution or workaround. This is because the problem is technical in nature, and a specialist would be best equipped to quickly find a solution that allows the call center agents to resume recording calls.

NEW QUESTION # 32
What is a leading indicator of adoption in the healthscore?

A. renewal
B. product sales
C. product quality
D. integrated account plan

Answer: C

NEW QUESTION # 33
Which type of KPl is of the most interest to Customer Success?

A. sales KPIs for revenue generation
B. business KPIs that define progress to the Business Outcome
C. OPEX KPIs that define the operational costs of the company
D. IT services KPIs for operations

Answer: B

NEW QUESTION # 34
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. 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. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features

Answer: C

NEW QUESTION # 35
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