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Cisco 820-605 Exam Syllabus Topics:

Section	Weight	Objectives
Topic 1: Success Plan Creation	25%	- Success planning and goal setting - Stakeholder engagement and alignment - Customer journey mapping
Topic 2: Customer Success Industry Knowledge	15%	- Customer Success trends and market dynamics - Customer lifecycle management - Value realization and business outcomes
Topic 3: Customer Success Management	20%	- Customer engagement and relationship building - Continuous value orchestration - Usage data interpretation and analysis
Topic 4: Renewals and Expansion	15%	- Renewal strategies and processes - Driving customer loyalty and growth - Identifying expansion opportunities
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 認定 820-605 試験問題 (Q81-Q86):

質問 # 81
Which two actions are an adoption campaign? (Choose two )

A. messaging to stakeholders on the new features of their solution
B. messaging to users on best practice approaches lo their solution
C. survey sent to all end users
D. renewal reminder to stakeholders
E. messaging to stakeholders on new product releases

正解：D、E

質問 # 82
What is the purpose of capturing moments of success with a customer?

A. recognizing the value of the engagement
B. expanding the purchased solution
C. renewing the contract and subscription
D. validating deployment of the solution

正解：A

解説：
Capturing moments of success with a customer serves to recognize and celebrate the value of the engagement, reinforcing the positive impact of the solution and strengthening the relationship. References: Best practices in customer success management emphasize the importance of recognizing and documenting key achievements and milestones in the customer journey.

質問 # 83
Which statement describes an end user adoption barrier?

A. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
B. The budget is insufficient to implement the solution for a new branch of the business.
C. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
D. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

正解：D

質問 # 84
Which action should a Customer Success Manager take when the product utilization score is not improving?

A. Contact the product operations team to review the telemetry and offer insights to the customer.
B. Engage the sales team to upsell the solution and offer options and product diversity to thecustomer.
C. Review the support case history to identify product quality or customer education issues.
D. Conduct customer interviews to understand current adoption barriers and develop a solution plan.

正解：D

解説：
When the product utilization score is not improving, a Customer Success Manager should conduct customer interviews to understand the barriers to adoption and develop a plan to address them. References: Customer success strategies that focus on aligning product capabilities with evolving business processes.

質問 # 85
What is a business adoption barrier?

A. solution is not implemented
B. services are unpurchased
C. lack of customer stakeholder
D. customer lacks technical knowledge

正解：A

質問 # 86
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