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Cisco 820-605 Exam Syllabus Topics:

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

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Cisco Customer Success Manager Sample Questions (Q50-Q55):

NEW QUESTION # 50
Which two outcomes are expansion opportunities within customer success? (Choose two.)

A. renewal of solution subscription
B. expansion of solution features
C. purchase of a new solution
D. deployment of solution
E. expansion of solution services

Answer: B,D

NEW QUESTION # 51
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. cost efficiency
B. sustainability
C. risk management
D. credibility
E. business growth

Answer: C,D

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 # 52
A Customer Success Manager (CSM) is in a discovery session with customer leadership and explains elements to take them through the adoption journey for new solution implementation. Which information must the CSM understand from the leadership for a successful deployment journey?

A. plans for renewal of the adopted solution
B. which KPIs are important to impact
C. the number of deployed solutions at the customer's site
D. company's position with competition

Answer: B

NEW QUESTION # 53
What is a key driver that is creating the need for customer success?

A. financial resources
B. advanced specializations
C. portfolio management
D. subscription economy

Answer: D

Explanation:
The key driver creating the need for customer success is B, the subscription economy. In a subscription-based business model, the ongoing satisfaction and retention of customers are paramount, necessitating a dedicated focus on customer success to ensure continuous value delivery and renewal

NEW QUESTION # 54
Refer to the exhibit.

What does this health score indicate?

A. The customer needs to consume more of this product.
B. The customer needs to purchase more licenses.
C. The customer is unlikely to renew this license.
D. The customer is unlikely to advocate for this product.

Answer: D

NEW QUESTION # 55
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