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Cisco 820-605 Practice Test - Questions Answers, Page 6

List of questions

Question 51

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Which type of information should be captured during the first customer engagement?

cases escalated to technical support

cases escalated to technical support

expansion opportunities

expansion opportunities

customer's desired outcomes

customer's desired outcomes

stakeholder map

stakeholder map

Suggested answer: C
asked 11/10/2024
Yousuf Shahzad
40 questions

Question 52

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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 The Customer Success Manager recognizes that the customer is using collaboration products with outdated software.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.

Evaluate the availability of resources to work on the problem.

Engage a specialist to identify a technical solution or workaround.

Engage a specialist to identify a technical solution or workaround.

Conduct an assessment of the business impact of the problem.

Conduct an assessment of the business impact of the problem.

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

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

Suggested answer: C
asked 11/10/2024
Wilson Geneblazo
33 questions

Question 53

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Which role within a Customer Success organization acts as a single contact point for a customer across multiple technologies?

Delivery Team

Delivery Team

Customer Success Manager

Customer Success Manager

Account Manager

Account Manager

Customer Success Specialist

Customer Success Specialist

Suggested answer: B
asked 11/10/2024
Rahul Manikpuri
36 questions

Question 54

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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.

Have marketing write a blog post about the new solution.

Encourage the customer to purchase updated endpoints.

Encourage the customer to purchase updated endpoints.

Block all alternative chat and video collaboration systems.

Block all alternative chat and video collaboration systems.

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

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

Advertise additional user training sessions throughout the organization.

Advertise additional user training sessions throughout the organization.

Suggested answer: D, E
asked 11/10/2024
Jonas Junker
42 questions

Question 55

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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

Product Sales Specialist

Renewals Manager

Renewals Manager

Account Manager

Account Manager

Customer Success Manager

Customer Success Manager

Suggested answer: D
asked 11/10/2024
Brandon Walters
36 questions

Question 56

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What is the first step a Customer Success Manager should take to identify why the solution was purchased?

Engage with the customer.

Engage with the customer.

Review the bill of materials.

Review the bill of materials.

Collaborate with the sales team.

Collaborate with the sales team.

Evaluate the Customer Success Plan.

Evaluate the Customer Success Plan.

Suggested answer: A
asked 11/10/2024
PRADESH MATHEW
41 questions

Question 57

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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

sustainability

credibility

credibility

time to market

time to market

business growth

business growth

cost efficiency

cost efficiency

Suggested answer: A, E
asked 11/10/2024
Oktorio Rizki Prasetya
46 questions

Question 58

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Refer to the exhibit.

Cisco 820-605 image Question 58 119937 10112024185510000000

What is the problem with this RACI example?

Every task should have four people consulted.

Every task should have four people consulted.

No one has multiple roles.

No one has multiple roles.

More stakeholders should be involved.

More stakeholders should be involved.

Too many people are accountable for this task.

Too many people are accountable for this task.

Suggested answer: D
asked 11/10/2024
Andrzej Pawlus
46 questions

Question 59

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Which definition of a use case is true?

comparison of the marketing description of what a product does to the customer's experience

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 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 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

list of instructions that customer uses for their software

Suggested answer: C
asked 11/10/2024
Ahmad Zaher Al Ojaili
36 questions

Question 60

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Refer to the exhibit.

Cisco 820-605 image Question 60 119939 10112024185510000000

What does this health score indicate?

The customer is unlikely to renew this license.

The customer is unlikely to renew this license.

The customer is unlikely to advocate for this product.

The customer is unlikely to advocate for this product.

The customer needs to consume more of this product.

The customer needs to consume more of this product.

The customer needs to purchase more licenses.

The customer needs to purchase more licenses.

Suggested answer: B
asked 11/10/2024
Karen Vivanco
29 questions
Total 149 questions
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