Cisco 820-605 Practice Test - Questions Answers, Page 9
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A customer complains about the number of times they must explain their problems and ask different team members to find a solution. How can this issue be avoided?
Share the company's organizational chart with the support team.
Provide customers with relevant use cases for the purchased solution.
Ensure that the customer knows the point of contact for product training.
Clarify roles and responsibilities with the stakeholders.
What is a business adoption barrier?
solution is not implemented
customer lacks technical knowledge
services are unpurchased
lack of customer stakeholder
What is a technical adoption barrier?
lack of integration with other products
underutilization of licenses
untrained customer user group
customer not measuring product value
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.
Which factor delays time to value?
unreviewed Success Plan
unpaid invoice
loss of project sponsor
negative Net Promoter Score
In which lifecycle stage would a lack of skilled resources be identified as a barrier?
sales proof of concept
late-stage adoption
early-stage adoption
solution renewal
What is the barrier type when end-users are having difficulties understanding the features and functionalities of the new solution?
technical
business
operational
corporate culture
What are the sources used to identify barriers?
customer, product, usage
people, plan, process
success plan, tools, training
people, process, tools
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.)
Review the original sales proposal with the sales team.
Evaluate the customer's expertise in managing the purchased solution.
Offer discounts on new products to gain the interest of the new leadership.
Address and resolve all technical issues.
Review the original business case and reassess desired outcomes with the new leadership
A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?
Contact the services team and request that they reach out to the customer and address the solution
Make the renewals manager aware that the one solution is not fully implemented
Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
No action is needed because the customer will likely renew, and the issue can be addressed after the renewal
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