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Cisco 820-605 Practice Test - Questions Answers, Page 11

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Question 101

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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

moments of success when the customer acknowledges progress

successful contract renewal

successful contract renewal

green health scores over intermittent time periods

green health scores over intermittent time periods

continuing results based on unexpected value

continuing results based on unexpected value

results that are not measurable

results that are not measurable

Suggested answer: A, D
asked 11/10/2024
Lawrence Acherman
42 questions

Question 102

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Refer to the exhibit.

Cisco 820-605 image Question 102 119981 10112024185510000000

Which initial action does a Customer Success Manager take?

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

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

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

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

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

Suggested answer: B
asked 11/10/2024
Joseph Varghese
41 questions

Question 103

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Which expense is an operating expense (OPEX)?

payroll

payroll

computer equipment

computer equipment

software

software

office improvements

office improvements

Suggested answer: A
asked 11/10/2024
Franziska Kreuz
39 questions

Question 104

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A customer's renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)

customer annual report and quarterly business reviews

customer annual report and quarterly business reviews

sales account plan

sales account plan

detailed contract inventory

detailed contract inventory

questions to validate the interpreted analytical data

questions to validate the interpreted analytical data

support tickets reports and diagnostic information

support tickets reports and diagnostic information

Suggested answer: D, E
asked 11/10/2024
Tim Roe
33 questions

Question 105

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

KPI that will be improved by the new product solution

KPI that will be improved by the new product solution

current existing products that are being displaced by the solution

current existing products that are being displaced by the solution

current configuration guide of the product solution

current configuration guide of the product solution

product use case that will achieve the desired outcome

product use case that will achieve the desired outcome

Suggested answer: D
asked 11/10/2024
Ero Hiiesalu
36 questions

Question 106

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

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

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

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

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

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

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

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

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

Suggested answer: B
asked 11/10/2024
Maurizio Toniato
31 questions

Question 107

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

onboarding

onboarding

deployment

deployment

utilization

utilization

purchase

purchase

Suggested answer: A
asked 11/10/2024
So young Jang
27 questions

Question 108

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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
Correct answer: Cisco 820-605 image answer Question 108 119987 10112024065511000
asked 11/10/2024
Bas Vogel
41 questions

Question 109

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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

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

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

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

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

Suggested answer: D
asked 11/10/2024
Kenneth Joines
39 questions

Question 110

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Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)

help desk data

help desk data

health score

health score

risk management

risk management

telemetry

telemetry

training surveys

training surveys

Suggested answer: B, D
asked 11/10/2024
Rua Tebas
39 questions
Total 149 questions
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