820-605試験内容 & 820-605合格対策

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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Customer Success Industry and Framework	15%	- Cisco customer success methodology - Core concepts and value of customer success - Roles and responsibilities of a Customer Success Manager
Topic 2: Renewal and Expansion Opportunities	15%	- Building long-term customer loyalty and advocacy - Identifying expansion and cross-sell/upsell opportunities - Driving successful renewals and contract extensions
Topic 3: Customer Lifecycle Management and Value Realization	20%	- Health score assessment and risk management - Engagement models and touchpoints across the lifecycle - Usage data analysis and insight generation - Demonstrating value and ROI to customers
Topic 4: Adoption Barrier Identification and Management	25%	- Monitoring and reporting adoption progress - Implementing adoption acceleration frameworks - Strategies to remove or mitigate adoption obstacles - Identifying technical, operational, and organizational barriers
Topic 5: Success Plan Creation and Development	25%	- Aligning solutions with customer goals - Building comprehensive success plans - Defining measurable business outcomes and success criteria - Customer discovery and requirement analysis

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Cisco Customer Success Manager 認定 820-605 試験問題 (Q145-Q150):

質問 # 145
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?

A. customer's stakeholders and their business outcomes
B. additional features that will align with the business outcomes
C. initial user group identified and their use cases confirmed
D. service introduction to confirm that they know how to submit service issues at the go live
E. Quarterly Success Review build and delivery

正解：A、E

質問 # 146
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?

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

正解：D

解説：
The Success Plan is typically updated for the first time during the Onboard stage of the Customer Lifecycle. This is when the initial engagement with the customer begins, and the groundwork for the customer's success with the product or service is laid out.

質問 # 147
What are two drivers for Customer Success? (Chooser two)

A. The customer trusts that Cisco support will solve any issues.
B. The mature and fully deployed solution is running in production.
C. The customer gives feedback about the purchased product.
D. The customer recognizes the value of initial use case implementations.
E. The customer receives training for new products and services.

正解：D、E

質問 # 148
Refer to the exhibit.

Which action should the Customer Success Manager take to improve the health index of Company A?

A. Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.
B. Provide recommendations for training or suggest new features based on data analysis.
C. Observe net promoter scores and how likely the customer is to recommend the products to someone else.
D. Perform a marketing campaign and share the roadmap of new products.

正解：B

解説：
To improve the health index of Company A, the Customer Success Manager should focus on the areas where the scores are low. Given that Company A has a low Utilization Score, providing recommendations for training could help increase product usage. Additionally, suggesting new features that align with the company' s needs, based on data analysis, could enhance the perceived value of the product and improve the Health Index. References: Cisco Customer Success Manager documentation and best practices recommend focusing on training and feature adoption as key strategies for improving customer health scores and overall satisfaction.

質問 # 149
Refer to the exhibit.

Which action should the Customer Success Manager take to improve the health index of Company B?

A. Provide recommendations for training and offer scripts for learning products.
B. Analyze annual recurring revenue growth and reduce renewal risks associated with technology.
C. Perform a marketing campaign and design a roadmap of new products.
D. Observe the net promoter scores and how likely the customer is to create a success story.

正解：A

解説：
To improve the health index of Company B, which has lower scores in Sentiment Score compared to its Health Index, the Customer Success Manager should focus on enhancing the customer's experience and satisfaction with the product. Providing training and learning resources can help improve product knowledge and proficiency, which can positively impact the sentiment score. References: The Cisco Customer Success Manager's role includes offering training and educational resources to improve customer satisfaction and product adoption, as indicated in the Cisco Customer Success Manager documentation.

質問 # 150
......

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