Cisco Customer Success Manager (820-605) Free Practice Test

Question 1

A hospital has invested heavily in new solutions including email, knowledge management, identity management, and a unified communications system. The hospital must identify the critical success factors in deploying and integrating these solutions. What advice should the Customer Success Manager provide?

A. Appoint a single integrator with multidomain expertise to deploy the solutions.

B. Ensure effective overall change management, including end-user impact.

C. Follow industry standards as it relates to each technology domain.

D. Commission a team of internal experts to manage different vendors.

Correct Answer: B

Question 2

What is the barrier type when end-users are having difficulties understanding the features and functionalities of the new solution?

A. operational

B. business

C. technical

D. corporate culture

Correct Answer: C

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Question 3

What is a goal of the Quarterly Success Review?

A. identification of new areas of growth and sales

B. negotiation of discount levels associated with solution expansion

C. alignment of priorities and outcomes while celebrating accomplishments

D. product expansion to demonstrate customer loyalty

Correct Answer: C

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Question 4

At which lifecycle stage does the Customer Success Manager identify the solution purchased?

A. Purchase

B. Select

C. Implement

D. Onboard

Correct Answer: A

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Question 5

Which statement describes the difference between customer success and customer sales?

A. Customer sales is about getting customers to utilize their solutions to get the value they intended.
Customer success is about expanding the customer's portfolio.

B. Customer sales is about selling solutions to meet business needs. Customer success is about finding product opportunities for sales as the customer utilizes their current solution.

C. Customer sales is about selling solutions to meet business needs. Customer success is about getting customers to utilize those solutions to get the value they intended.

D. Customer sales is about getting customers to utilize their solutions to get the value they intended.
Customer success is about making sure the customer deploys the solution within an effective timeline.

Correct Answer: C

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Question 6

Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications.
Which two main barriers to adoption does the customer face? (Choose two.)

A. process barrier

B. technical barrier

C. product barrier

D. cost barrier

E. cultural barrier

Correct Answer: A,E

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Question 7

What is the desired outcome for a Customer Success Manager to achieve for a customer?

A. facilitating the adoption of all the licenses and features the customer purchased leading to expansion to improve the customers' business

B. removing barriers so the customer achieves the fastest time to value possible from the purchased solution

C. providing the organization with a level of oversight of customer spending so the customer has budget visibility

D. maintaining software and hardware contracts so the customer maintains up-to-date versions of their products

Correct Answer: B

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Question 8

Which activity should happen after successful customer value realization?

A. Review usage, potential roadblocks, and bottlenecks to product engagement.

B. Publish a case study that presents the customer success story.

C. Identify lessons learned and see how the engagement time can be shortened.

D. Fully engage in a feature planning session for the future.

Correct Answer: C

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Question 9

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.)

A. sustainability

B. cost efficiency

C. business growth

D. time to market

E. credibility

Correct Answer: A,B

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Question 10

A customer wants to deploy new technology. The Customer Success Manager is concerned the customer is not ready to adopt the solution. Which steps with the Project and Operations teams ensure a successful adoption?

A. Assign internal resources to develop and deliver training to the customer's IT staff to ensure the project is successful.

B. Complete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan.

C. Research the best training available for this new technology and ensure as many IT staff as possible attend the training.

D. Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology.

Correct Answer: D

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Question 11

Refer to the exhibit.

The graph shows a customer with a software product and highlights the number of paid-for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?

A. The customer has a high probability to renew and will include an expanded opportunity

B. The customer has increased usage, which shows a strong indicator of renewal

C. The customer's usage has seen a recent decline and the chance of them churning will be higher

D. The customer's usage is too low to correctly measure the chance of their retention

Correct Answer: C

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Question 12

What is the best method to measure customer consumption of technology?

A. recurring revenue management

B. content management

C. telemetry and analytics

D. enterprise CRM and incident management

Correct Answer: C

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Question 13

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

A. Deployment

B. Awareness

C. Evaluation

D. Experience

E. Adoption

Correct Answer: B,C

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Question 14

Who confirms the use cases targeted in a Customer Success Plan?

A. Customer Success Manager

B. account team sales lead

C. primary customer stakeholder

D. customer enterprise architect

Correct Answer: A

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Cisco Customer Success Manager (820-605) Free Practice Test