Cisco 820-605 Free Certification Exam Dumps - Updated 2023

Cisco 820-605 Free Certification Exam Dumps – Updated 2023

Jonnie Karnath2023-06-26T07:19:52+00:00

Are you preparing for the Cisco Customer Success Manager (CSM) certification exam? The 820-605 certification exam is a popular choice for individuals looking to demonstrate their ability to manage customer relationships and drive customer success. Passing this exam can help you advance your career in customer success management. If so, you might want to check out the Cisco 820-605 exam dumps provided by Certspots. These updated 820-605 exam dumps are designed to help you pass the 820-605 certification exam on your first attempt. They include authentic exam questions and answers that cover all exam topics. Plus, they are available for free, making them a cost-effective resource for your exam preparation.

In conclusion, if you’re preparing for the 820-605 CSM exam, be sure to check out the Cisco 820-605 Free Certification Exam Dumps from Certspots. Good luck with your exam!

Page 1 of 4

1. A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, they complain to the Customer Success Manager that they cannot verify who and how the licenses are being used.

Which two types of adoption barriers are occurring? (Choose two.)

process

people

tools

platform

application

2. Why should a customer’s success be documented?

to establish KPIs that measure success

to provide awareness of the value achieved by the solution

to provide expansion opportunities for the sales team

to document roles and responsibilities for project management

3. What are two barriers of adoption in an organization? (Choose two.)

new product sales motion

lack of knowledge on solution

organizational announcements

implementation issues

hiring practices

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

cases escalated to technical support

expansion opportunities

customer's desired outcomes

stakeholder map

5. What is a barrier to adopting software tools?

limited resources

recurring cost

commercial decision

organization size

6. What is a business adoption barrier?

solution is not implemented

customer lacks technical knowledge

services are unpurchased

lack of customer stakeholder

7. Your customer’s business outcome is to drive employee efficiencies.

Which key metrics measure this outcome?

increase in new subscribers or increase in end users

number of incidents reported or number of compliance issues

reduction in headcount or operational support costs

customer and employee feedback

number of activities completed or increase in direct time

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

organization chart discussed

account relationships identified

desired business outcomes discussed

stakeholders identified

network diagrams discussed

9. In which stage does the Customer Success Manager initially validate stakeholders?

onboarding

deployment

utilization

purchase

10. Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago. The client has requested a meeting to improve the situation.

Which reports are critical to the success of the meeting?

number of users registered, bandwidth utilization, number of training sessions user joined

number of users registered, service logs, number of users

number of users registered, number of meetings user initiated, number of meetings user joined

network utilization, number of meetings user initiated, number of users

Page 2 of 4

11. During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription.

Which barrier must the CSM overcome?

operational

business

technical

data

12. Which tool is used by a Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?

KPIs

Stakeholder Map

RACI

Health Index Report

13. Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

Service organizations must evolve from a “break fix” business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption. The CSM advises and professional services team on the best services to position.

IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.

IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer’s business outcomes are achieved with the shortest time to value.

The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.

14. What is the best reason for documenting your customer’s success?

To provide awareness of the value achieved by the customer’s purchased solution

To establish KPI’s that measure the success of your company’s business

To document roles and responsibilities for your project management

To provide expansion opportunities for your sales team

15. Which Customer Success activity is critical from the supplier perspective?

identifying opportunities for sales expansion

driving full adoption of the company's technology across all supported solutions

ensuring the customer has a success plan and is achieving each milestone in a timely manner

listening carefully to the customer's feedback and taking actions so the company's solutions can be improved

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

Deployment

Adoption

Awareness

Evaluation

Experience

17. DRAG DROP

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.

18. On which two objectives should communication with customer executives focus? (Choose two)

return on investment

new sales

product improvement

user training

time to value

19. What is the purpose of targeted use cases?

They highlight the product differentiation from a competitor.

They define how a solution is applied to enable a desired outcome.

They function without the purchase of additional services.

They provide customers with ways to take advantage of additional features.

20. Which type of analytics has telemetry that demonstrates the customer’s use of the software and actions to date?

diagnostic

descriptive

prescriptive

predictive

Page 3 of 4

21. Which list of components of a Customer Success Quarterly Success Review is common?

results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter

results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter

results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter

results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter

22. A customer’s renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months.

Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)

customer annual report and quarterly business reviews

sales account plan

detailed contract inventory

questions to validate the interpreted analytical data

support tickets reports and diagnostic information

23. Which perspectives are covered in a balanced scorecard?

customer, employee, partner, risk

business process, customer, financial, learning, growth

competition, culture, financial. IT systems

business outcomes, customer, employee, risk

24. Which two adoption outcomes are renewal indicators? (Choose two)

customer testimonial

solution discount

payment schedule

optimized services

training attendance

25. The customer wants to increase the number of services in their portfolio and improve the time to launch these services.

Which two business outcomes are appropriate? (Choose two.)

cost efficiency

employee satisfaction

time to market

business growth

sustainability

26. Which two activities support Customer Success planning? (Choose two.)

service ticket tracking

adoption barrier identification

quality control

service delivery program management

KPI tracking

27. Which task drives advocacy with customer stakeholders?

creating a success story

creating a Customer Success Plan

creating technical documentation

creating a stakeholder map

28. Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

No action is necessary as long as the health index is green

Observe the online image of the customer

Review and update the success plan for ongoing activities

Manage the service issues and escalations

Join the sales and marketing strategy meetings

29. Refer to the exhibit.

Which initial action does a Customer Success Manager take?

Run analysis on all the license types used by the customer on all platforms

Share the report with the customer point of contact for license types B and D and determine causes

Provide trending information on license types B and D and share with all stakeholders

Inform the Sales Account Manager to position a new version of licenses types B and D with additional features

30. What are two barriers to adoption within an organization? (Choose two.)

solution implemented by partner

agile development model

inadequate knowledge and skills

centralized IT organization

organizational silos

Page 4 of 4

31. Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?

Customer Success Specialist

Technical Engineer

Sales Engineer

Solution Product Manager

32. From a Customer Success perspective, which reason to monitor your customer’s health is the most important?

It provides the opportunity to address any changes in the customer’s experience or actions around the solution

It allows the customer to identify unused licenses so they can be addressed via a service improvement plan

Understanding your customer’s health directly enables renewals

It gives the customer valuable insight so they can automatically renew critical on time

33. What defines customer success?

the business methodology of ensuing that customers are always on the latest software releases and subscription contracts so customers can focus on core business activities.

a measure of the Net Promoter Score resulting from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly together to deliver a positive experience.

the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using the product or service.

the business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.

34. What defines a use case?

comparison of the marketing description of what a product does and the customer’s experience.

list of actions that define the interactions between a role and a system to achieve a goal.

list of actions or event steps that a customer uses.

list of instructions customers use for their software.

35. Which sources should be used to uncover customer barriers?

data, health score, intuition

conversation, data, health score

intuition, observation, data

observation, conversation, data

36. In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed.

Which step does the Customer Success Manager take next?

Document the session, stakeholder interests, and metrics for leadership

Create a success plan to be reviewed with the customer at the next review meeting

Provide technical configuration for development

Discuss new opportunities and new products to purchase

37. 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.)

technical barrier

cultural barrier

process barrier

product barrier

cost barrier

38. Which action should be taken to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?

Provide break-fix support for technical problems experienced or observed by the customer.

Provide training content to address current and existing barriers.

Provide a detailed cost structure for the management team.

Provide direct and in-depth technical expertise upon customer request.

Facebook Twitter LinkedIn Google + Email