Cisco 820-605 Practice Test – Member Shared Questions, Page 11

Question 101

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.)

A.

moments of success when the customer acknowledges progress

B.

successful contract renewal

C.

green health scores over intermittent time periods

D.

continuing results based on unexpected value

E.

results that are not measurable

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Question 102

Refer to the exhibit.

Cisco 820-605 image Question 102 119981 10112024185510000000

Which initial action does a Customer Success Manager take?

A.

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

B.

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

C.

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

D.

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

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Question 103

Which expense is an operating expense (OPEX)?

A.

payroll

B.

computer equipment

C.

software

D.

office improvements

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Question 104

Question 105

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

A.

KPI that will be improved by the new product solution

B.

current existing products that are being displaced by the solution

C.

current configuration guide of the product solution

D.

product use case that will achieve the desired outcome

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Question 106

A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?

A.

Utilize a digital engagement so all your customers experience the touch of customer success

B.

Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience

C.

Utilize the service team to form a larger internal team to lead the engagement

D.

Utilize people to focus your customers in a 1:many customer success experience

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Question 107

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

A.

onboarding

B.

deployment

C.

utilization

D.

purchase

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Question 108

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.

Cisco 820-605 image Question 108 119987 10112024065511000

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Question 109

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?

A.

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

B.

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

C.

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

D.

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