Cisco 820-605 Cert Guide PDF 100% Cover Real Exam Questions [Q51-Q70]

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Cisco 820-605 Cert Guide PDF 100% Cover Real Exam Questions

Pass 820-605 Exam – Real Questions and Answers

Earning the Cisco 820-605 certification demonstrates that an individual has the skills and knowledge needed to help customers achieve their business goals. Customer Success Managers play a critical role in ensuring that customers are satisfied with their Cisco solutions and receive maximum value from their investments. By passing the Cisco 820-605 certification exam, individuals can enhance their career prospects and advance their skills and knowledge in customer success management.

NEW QUESTION 51
Refer to the exhibit.

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

Analyze annual recurring revenue growth and reduce renewal risks associated with technology.

Perform a marketing campaign and design a roadmap of new products.

Provide recommendations for training and offer scripts for learning products.

Observe the net promoter scores and how likely the customer is to create a success story.

NEW QUESTION 52
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?

The customer has a high probability to renew and will include an expanded opportunity

The customer’s usage is too low to correctly measure the chance of their retention

The customer has increased usage, which shows a strong indicator of renewal

The customer’s usage has seen a recent decline and the chance of them churning will be higher

NEW QUESTION 53
What is a type of expansion opportunity?

additional user groups

positive customer sentiment

strong stakeholder communication

using latest release versions

NEW QUESTION 54
The customer purchased a solution with a specific use case in mind but has not yet expressed interest in additional use cases. Which two actions gain their commitment to add use cases?
(Choose two.)

Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.

Recognize tools that compete with the expansion opportunity and offer discounts to switch.

Conduct a discovery session to uncover their additional pain points.

Provide additional training on the current use case to drive adoption.

Present case studies that outline the benefits they achieved and highlight compelling metrics.

NEW QUESTION 55
The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution.
Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)

Create a new Health Index dashboard with the Sales team.

Evaluate the customer’s expertise in managing the purchased solution.

Examine solution pricing with the Renewals Manager.

Schedule Quarterly Business Review with the new leadership team.

Review the original business case and reassess desired outcomes with the new leadership team.

NEW QUESTION 56
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)

completion of customer training

confirmation of customer business outcomes

review of product roadmap

scheduling of Quarterly Success Review

agreement of key stakeholders

NEW QUESTION 57
Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager’s company. Which two opportunities can lead to advocacy? (Choose two.)

moments of success when the customer acknowledges progress

successful contract renewal

green health scores over intermittent time periods

continuing results based on unexpected value

results that are not measurable

NEW QUESTION 58
A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach to measure success is the best?

Twice yearly student and staff surveys with two

Measure the number of complaints raised by students

Combination of tailored surveys and IT tools-based metrics

Implement staff Super Users to provide feedback

NEW QUESTION 59
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.

NEW QUESTION 60
From a Customer Success perspective, why should the customer’s health be monitored?

to provide the opportunity to address any changes in the customer’s experience around the solution

to identify unused licenses so they can be addressed via a service improvement plan

to directly enable renewals

to give the customer valuable insight so they can automatically renew critical services on time

NEW QUESTION 61
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 62
Which type of analytics have telemetry that show the customer’s use of the software and define what has happened to date?

descriptive

prescriptive

diagnostic

predictive

NEW QUESTION 63
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 64
Which sources are used to identify customer barriers?

consumption data, customer budgeting process, customer sentiment

sales forecasting, data, health score

executive insight, help desk summaries, upcoming marketing releases

industry observations, Annual Recurring Revenue, utilization reports

NEW QUESTION 65
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.

NEW QUESTION 66
DRAG DROP
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.
Select and Place:

NEW QUESTION 67
What is a purpose of a customer stakeholder map?

to create a communication plan

to build a product roadmap

to establish a training plan

to identify the critical elements of customer culture

NEW QUESTION 68
You are a Customer Success Manager and have just been assigned a strategic new account. Which course of action is the best to help you prepare for the first customer introduction meeting?

Engage with the account team to understand the expansion opportunities

Perform a deep analysis of all the sales orders to the past 24 months

Build an understanding of your customer’s business and market trends and priorities

Speak the internal contacts to understand the customer sentiment and outstanding escalations

NEW QUESTION 69
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 identify 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 70
A customer has six technical support cases open that are related to user connectivity that havenegatively impacted the customer health scores for product quality and customer sentiment. After the Customer Success Manager assesses the business impact, which action creates a mitigation plan?

Offer the customer a discount because of their problems.

Request a meeting with customer executives.

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

Ensure the escalation to technical specialists.

Cisco CSM certification is designed for individuals who work in customer success, customer experience, and account management roles. Cisco Customer Success Manager certification validates the skills and knowledge of the candidates required to manage customer success, adoption, and expansion in Cisco products and services. Cisco Customer Success Manager certification also helps the candidates to enhance their career opportunities and increase their earning potential. The Cisco CSM certification is an excellent choice for professionals who want to pursue a career in customer success management.

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