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Cisco Customer Success Manager - 820-605 Exam Practice Test

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Total 173 questions

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Question 1

An external customer case study is being created. Drag and drop the contents which show value from the left onto the right. Not all content choices are used.

Correct Answer:

Question 2

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?

A. Product Sales Specialist B. Renewals Manager C. Customer Success Manager D. Account Manager

Correct Answer: C

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Question 3

Which two results of a successful customer onboarding stage are the most important? (Choose two.)

A. desired business outcomes discussed B. stakeholders identified C. network diagrams discussed D. organization chart discussed E. account relationships identified

Correct Answer: A,B

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Question 4

Which two steps in the customer lifecycle approach are owned by the sales and marketing team? (Choose two.)

A. Evaluation B. Deployment C. Awareness D. Adoption E. Experience

Correct Answer: A,C

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Question 5

What is a Quarterly Success Review?

A. gap analysis that focuses on the state of the customer's current architecture B. technical analysis that outlines the implementation plan and adoption barriers C. conversation that outlines the key initiatives that are agreed upon in the success plan D. new success plan that focuses on the upcoming goals for the customer

Correct Answer: C

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Question 6

How should a Customer Success Manager resolve a customer's skill gap for a new product?

A. Email a technical material link to customer stakeholders B. Deliver skills required by role with associated training for the product C. Create a blog post to publish on the company's engineering community website D. Allow the customer time to initiate action to address skill gaps on their terms

Correct Answer: B

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Question 7

What is a financial implication of churn?

A. increase in service level B. decrease in discounts C. expansion of contract D. decrease in subscription

Correct Answer: D

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Question 8

What are the two expected outcomes of the customer onboard stage? (Choose two.)

A. opportunities for advocacy shared B. stakeholders identified C. training sessions for end users planned D. network diagrams provided E. business outcomes with KPI metrics identified

Correct Answer: B,E

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Question 9

A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?

A. Quarterly Success Review build and delivery B. additional features that will align with the business outcomes C. service introduction to confirm that they know how to submit service issues at the go live D. customer's stakeholders and their business outcomes E. initial user group identified and their use cases confirmed

Correct Answer: D

Explanation: Only visible for TrainingDump members. You can sign-up / login (it's free).

Question 10

What is a leading indicator of adoption in the healthscore?

A. product sales B. renewal C. integrated account plan D. product quality

Correct Answer: D

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Question 11

What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

A. capability gap B. consumption gap C. financial gap D. organizational gap

Correct Answer: B

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Total 173 questions

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