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Cisco 820-605 Practice Test - Questions Answers, Page 6
List of questions
Question 51
Which type of information should be captured during the first customer engagement?
cases escalated to technical support
expansion opportunities
customer's desired outcomes
stakeholder map
Question 52
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 The Customer Success Manager recognizes that the customer is using collaboration products with outdated software.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.
Question 53
Which role within a Customer Success organization acts as a single contact point for a customer across multiple technologies?
Delivery Team
Customer Success Manager
Account Manager
Customer Success Specialist
Question 54
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.
Question 55
A customer does not feel they have received value from a software solution, and the 3-year contract is expiring in 60 days. The customer is hesitant to continue spending money and is considering other alternatives. Which stakeholder is responsible for ensuring that the customer realizes value from solutions coming up for renewal?
Product Sales Specialist
Renewals Manager
Account Manager
Customer Success Manager
Question 56
What is the first step a Customer Success Manager should take to identify why the solution was purchased?
Engage with the customer.
Review the bill of materials.
Collaborate with the sales team.
Evaluate the Customer Success Plan.
Question 57
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.)
sustainability
credibility
time to market
business growth
cost efficiency
Question 58
Refer to the exhibit.
What is the problem with this RACI example?
Every task should have four people consulted.
No one has multiple roles.
More stakeholders should be involved.
Too many people are accountable for this task.
Question 59
Which definition of a use case is true?
comparison of the marketing description of what a product does to the customer's experience
list of actions or event steps that a customer uses
list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal
list of instructions that customer uses for their software
Question 60
Refer to the exhibit.
What does this health score indicate?
The customer is unlikely to renew this license.
The customer is unlikely to advocate for this product.
The customer needs to consume more of this product.
The customer needs to purchase more licenses.
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