File Info
| Exam | Cisco Customer Success Manager |
| Number | 820-605 |
| File Name | Cisco.820-605.VCEplus.2024-08-07.56q.vcex |
| Size | 309 KB |
| Posted | Aug 07, 2024 |
| Download | Cisco.820-605.VCEplus.2024-08-07.56q.vcex |
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Demo Questions
Question 1
During the delivery of a security solution, adoption barriers were identified. Those barriers were addressed, and the customer's business goals are now fulfilled. The customer is pleased with their solution and shares this experience in blogs and social media. In which stage is the customer?
- Adoption
- Optimize
- Expand
- Advocate
Correct answer: D
Question 2
What are two examples of leveraging data to identify a customer barrier? (Choose two.)
- evaluating feedback from the customer operations team
- providing training recommendations
- reviewing installed base details
- consulting the health index
- noting change in customer executive team
Correct answer: CD
Question 3
The Chief Information Officer (CIO) of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed for over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?
- Adopt a lifecycle approach with a proactive review of service performance against KPIs.
- Have the CSM define how value should be measured at the end of the contract period.
- Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
- Have the CIO define a clear IT strategy and implement the suggestions immediately.
Correct answer: A
Question 4
From a Customer Success perspective, why should the customer's health be monitored?
- to provide the opportunity to address any changes in the customer's experience around the solution
- to identify unused licenses so they can be addressed via a service improvement plan
- to directly enable renewals
- to give the customer valuable insight so they can automatically renew critical services on time
Correct answer: A
Question 5
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- expansion of solution features
- renewal of solution subscription
- purchase of a new solution
- deployment of solution
- expansion of solution services
Correct answer: AE
Question 6
In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)
- The adoption campaign provides notifications of new feature releases.
- The adoption campaign surveys all end users for product feedback.
- The adoption campaign notifies customers of a critical bug.
- The adoption campaign provides free trial licenses for feature upgrades.
- The adoption campaign provides free user training.
Correct answer: BE
Question 7
Which type of analytics has telemetry that shows the customer's use of the software and defines what has happened to date?
- descriptive
- diagnostic
- prescriptive
- predictive
Correct answer: A
Question 8
What is the best method to measure customer consumption of technology?
- telemetry and analytics
- recurring revenue management
- enterprise CRM and incident management
- content management
Correct answer: A
Question 9
How are operating expenses (OpEx) different from capital expenses (CapEx)?
- OpEx are investments a company pays for up-front, while CapEx are the on-going costs to run a business.
- OpEx includes software licenses with contracts that have user rights in perpetuity, while CapEx includes software services that are easily reconfigured.
- OpEx is expenses for the day-to-day operation of a business, while CapEx is investments in assets.
- OpEx has depreciation, while there is no deprecation with CapEx.
Correct answer: C
Question 10
Which type of KPI is of the most interest to Customer Success?
- business KPIs that define progress to the Business Outcome
- sales KPIs for revenue generation
- IT services KPIs for operations
- OPEX KPIs that define the operational costs of the company
Correct answer: A
