[2023] Pass 820-605 Exam – Real Questions & Answers [Q61-Q85]

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[2023] Pass 820-605 Exam – Real Questions and Answers

820-605 Exam Questions Get Updated [2023] with Correct Answers

How much Cisco 820-605: Cisco Customer Success Manager Exam Cost

The price of the Cisco 820-605 exam is USD 300, for more information please visit the Cisco Official Website.

NEW QUESTION 61
A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.)

Have marketing write a blog post about the new solution.

Encourage the customer to purchase updated endpoints.

Block all alternative chat and video collaboration systems.

Conduct a survey to determine which collaboration solutions users are using.

Advertise additional user training sessions throughout the organization.

NEW QUESTION 62
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

product use case that will achieve the desired outcome

KPI that will be improved by the new product solution

current existing products that are being displaced by the solution

current configuration guide of the product solution

NEW QUESTION 63
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.

NEW QUESTION 64
The customer wants to improve operational expenditure and reduce the C02 footprint of the organization.
Which two business outcomes are critical to the company’s success? (Choose two )

credibility

business growth

time to market

sustainability

cost efficiency

NEW QUESTION 65
Refer to the exhibit. Which initial action does a Customer Success Manager take?

Run analysis on all the license types used by the customer on all platforms

Share the report with the customer point of contact for license types B and D and determine causes

Provide trending information on license types B and D and share with all stakeholders

Inform the Sales Account Manager to position a new version of licenses types B and D with additional features

NEW QUESTION 66
What are two barriers of adoption in an organization? (Choose two.)

new product sales motion

lack of knowledge on solution

organizational announcements

implementation issues

hiring practices

NEW QUESTION 67
In which stage does the Customer Success Manager initially validate stakeholders?

onboarding

deployment

utilization

purchase

NEW QUESTION 68
Which type of analytics has telemetry that demonstrates the customer’s use of the software and actions to date?

diagnostic

descriptive

prescriptive

predictive

NEW QUESTION 69
What is a key driver that is creating the need for customer success?

subscription economy

financial resources

portfolio management

advanced specializations

NEW QUESTION 70
Refer to the exhibit.

Based on the stage and health reflected, what must be the first priority of the success plan?

Design and propose a discount on product G.

Contact and collaborate with the individuals involved in the onboarding of product E.

Offer and encourage the opportunity for the customer to participate in a success story for product F.

Identify and document barriers that impact product C.

NEW QUESTION 71
Which outcome is the best that a Customer Success Manager can achieve for a customer?

adoption of all the licenses and features the customer purchased leading to expansion to improve the customer’s business

full adoption of all the technologies the customer purchased

removing barriers so the customer achieves the fastest time to value possible from the solution they purchased

ensuring the customers deployment teams and end users are trained and ready to adopt the technology

NEW QUESTION 72
Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago. The client has requested a meeting to improve the situation. Which reports are critical to the success of the meeting?

number of users registered, bandwidth utilization, number of training sessions user joined

number of users registered, service logs, number of users

number of users registered, number of meetings user initiated, number of meetings user joined

network utilization, number of meetings user initiated, number of users

NEW QUESTION 73
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

Service organizations must evolve from a “break fix” business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption. The CSM advises and professional services team on the best services to position.

IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.

IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer’s business outcomes are achieved with the shortest time to value.

The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.

NEW QUESTION 74
What is the best reason for documenting your customer’s success?

To provide awareness of the value achieved by the customer’s purchased solution

To establish KPI’s that measure the success of your company’s business

To document roles and responsibilities for your project management

To provide expansion opportunities for your sales team

NEW QUESTION 75
A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, they complain to the Customer Success Manager that they cannot verify who and how the licenses are being used. Which two types of adoption barriers are occurring? (Choose two.)

process

people

tools

platform

application

NEW QUESTION 76
What is a type of expansion opportunity?

additional user groups

positive customer sentiment

strong stakeholder communication

using latest release versions

NEW QUESTION 77
Which two outcomes are expansion opportunities within customer success? (Choose two.)

expansion of solution features

renewal of solution subscription

purchase of a new solution

deployment of solution

expansion of solution services

NEW QUESTION 78
The customer wants to increase the number of services in their portfolio and improve the time to launch these services. Which two business outcomes are appropriate? (Choose two.)

cost efficiency

employee satisfaction

time to market

business growth

sustainability

NEW QUESTION 79
The customer wants to increase the number of services in their portfolio and improve the time to launch these services. Which two business outcomes are appropriate? (Choose two.)

cost efficiency

employee satisfaction

time to market

business growth

sustainability

NEW QUESTION 80
A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership. Which action does the Customer Success Manager take first?

Engage the service delivery manager and request two days of free consultation for the customer

Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution

Escalate the situation to your manager and request a customer visit to understand concerns and expectations

Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps

NEW QUESTION 81
A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership.
Which action does the Customer Success Manager take first?

Engage the service delivery manager and request two days of free consultation for the customer

Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution

Escalate the situation to your manager and request a customer visit to understand concerns and expectations

Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps

NEW QUESTION 82
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?

Evaluate the availability of resources to work on the problem.

Engage a specialist to identity a technical solution or workaround.

Conduct an assessment of the business impact of the problem.

Establish a timeline of when a solution must be in place.

NEW QUESTION 83
What is a financial implication of churn?

reduced product utilization

increased production

contract expansion

loss of revenue

NEW QUESTION 84
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

capability gap

consumption gap

organizational gap

financial gap

NEW QUESTION 85
Which two outcomes are expansion opportunities within customer success? (Choose two.)

expansion of solution features

renewal of solution subscription

purchase of a new solution

deployment of solution

expansion of solution services

Practice 820-605 Questions With Certification guide Q&A from Training Expert TestSimulate: https://www.testsimulate.com/820-605-study-materials.html

How much Cisco 820-605: Cisco Customer Success Manager Exam Cost

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