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The Cisco 820-605 exam consists of 65-75 multiple-choice questions and has a time limit of 90 minutes. 820-605 exam is available in English and is administered by Pearson VUE. To be eligible for the exam, candidates must have a minimum of one-year experience working in a customer-facing role, such as sales, technical support, or professional services. Cisco Customer Success Manager certification is valid for three years, and candidates must recertify before the expiration date to maintain their certification status. The Cisco 820-605 Certification is highly recommended for professionals who want to advance their careers in the customer success management field.

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Topics Covered in Official Exam

The domains below act as a prep guide by revealing the type of questions to expect in the main exam. Each objective has a particular percentage of the total content and comprises the following syllabus:

Customer Success Management
About 20% of the test items come from this section. Here, you may be asked to explain different components in the customer onboarding procedure plus the basis of fundamental customer management processes. You should also be able to discuss the communication necessities of stakeholders and note the chances for clients to play the role of supporters.
Barrier Management
This topic contains about 25% of the exam content. The relevant subjects you should know include the identification of the kinds of customer obstacles and the description of the tools and processes used to identify these barriers. Then, you should also know how to identify steps that could cause an imbalance between the project duration and value derived by a customer.
Expand Opportunities and Renewal
This segment takes up about 15% of the test. Relevant subtopics include the description of the various types of expanding opportunities, the identification of the possible opportunities for expansion throughout any customer lifecycle. Learning about adoption campaigns and how they can reveal expansion opportunities is also another step you should take before attempting the Cisco 820-605.
Customer Success Industry
About 15% of the exam questions come from this domain. You are expected to define customer success as well as explain the main facilitators that create the demand for it. Also, you should have a clear knowledge of the lifecycle journey of customers and correlate customer support, success, and sales.
Success Plan Creation
This part comprises 25% of the test questions. From this topic, you should be able to describe the detailed components of a customer success plan and point out the significant success factors to link to business results. Moreover, you may be asked to give detailed information on the sought-after business results with the help of info from major stakeholders.

Cisco Customer Success Manager Sample Questions (Q162-Q167):

NEW QUESTION # 162
Refer to the exhibit.

The graph shows a customer with a software product and highlights the number of paid-for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?

A. The customer's usage is too low to correctly measure the chance of their retention
B. The customer's usage has seen a recent decline and the chance of them churning will be higher
C. The customer has a high probability to renew and will include an expanded opportunity
D. The customer has increased usage, which shows a strong indicator of renewal

Answer: B

Explanation:
The graph indicates that while the number of licenses purchased by the customer has remained constant, the number of active users has significantly declined after a peak in June. This suggests that the customer's engagement with the product is decreasing, which could lead to a higher risk of churn as the value perceived from the product diminishes. References: Customer engagement and retention strategies often highlight the importance of monitoring active usage as a key indicator of customer satisfaction and likelihood of renewal.

NEW QUESTION # 163
Which definition of customer success is true?

A. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.
B. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.
C. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
D. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.

Answer: D

Explanation:
Customer Success is the business methodology of ensuring customers achieve their desired outcomes while using your product or service.
https://www.gainsight.com/guides/the-essential-guide-to-customer-success/

NEW QUESTION # 164
The Customer Success Manager notices that their customer has delayed going into production.
Which action does the Customer Success Manager consider?

A. Give the customer a discount on a future purchase
B. Provide the customer with a chargeable deployment service
C. Re-enforce the time to value of the solution
D. Suggest that the customer replace their existing staff

Answer: C

NEW QUESTION # 165
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used. Select and Place:

Answer:

Explanation:

NEW QUESTION # 166
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.

Answer:

Explanation:

NEW QUESTION # 167
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