2025 Provide Updated Cisco 820-605 Dumps as Practice Test and PDF
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Cisco 820-605 certification exam is ideal for professionals who work in customer success roles, such as customer success managers, customer experience managers, and sales professionals. 820-605 exam covers various topics, including customer success management, customer journey, and customer advocacy. 820-605 exam also covers topics such as customer health scoring, customer segmentation, and customer feedback management. Candidates who pass the exam will have the knowledge and skills required to manage customer success effectively.
NEW QUESTION # 58
In which lifecycle stage would a lack of skilled resources be identified as a barrier?
- A. early-stage adoption
- B. late-stage adoption
- C. sales proof of concept
- D. solution renewal
Answer: A
Explanation:
A lack of skilled resources would typically be identified as a barrier in the early-stage adoption of a lifecycle. This is when the initial implementation and user training occur, and the need for skilled resources is critical to ensure successful adoption
NEW QUESTION # 59
A large university has deployed a new IT solution designed to improve the overall student and staff experience.
Which approach to measure success is the best?
- A. Implement staff Super Users to provide feedback
- B. Measure the number of complaints raised by students
- C. Twice yearly student and staff surveys with two questions related to IT
- D. Combination of tailored surveys and IT tools-based metrics
Answer: B
Explanation:
Explanation
Explanation/Reference:
NEW QUESTION # 60
In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)
- A. The adoption campaign provides free trial licenses for feature upgrades.
- B. The adoption campaign provides free user training.
- C. The adoption campaign provides notifications of new feature releases.
- D. The adoption campaign notifies customers of a critical bug.
- E. The adoption campaign surveys all end users for product feedback.
Answer: C,E
NEW QUESTION # 61
From a Customer Success perspective, which reason to monitor your customer's health is the most important?
- A. It gives the customer valuable insight so they can automatically renew critical on time
- B. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
- C. Understanding your customer's health directly enables renewals
- D. It provides the opportunity to address any changes in the customer's experience or actions around the solution
Answer: D
Explanation:
Monitoring a customer's health is crucial because it allows the Customer Success Manager to proactively identify and address any changes in the customer's experience or interactions with the solution. This proactive approach can lead to improved customer satisfaction, solution optimization, and ultimately, successful renewals. References: The concept of customer health monitoring is a fundamental aspect of Customer Success, enabling early intervention and continuous improvement to enhance the customer experience and support long-term success.
NEW QUESTION # 62
What is a Quarterly Success Review?
- A. new success plan that focuses on the upcoming goals for the customer
- B. technical analysis that outlines the implementation plan and adoption barriers
- C. gap analysis that focuses on the state of the customer's current architecture
- D. conversation that outlines the key initiatives that are agreed upon in the success plan
Answer: D
Explanation:
A Quarterly Success Review is a conversation that outlines the key initiatives that are agreed upon in the success plan. It is an opportunity to review progress against the success plan and make any necessary adjustments.
NEW QUESTION # 63
What is the best reason for documenting your customer's success?
- A. To provide expansion opportunities for your sales team
- B. To document roles and responsibilities for your project management
- C. To provide awareness of the value achieved by the customer's purchased solution
- D. To establish KPI's that measure the success of your company's business
Answer: C
Explanation:
The best reason for documenting your customer's success is to provide awareness of the value achieved by the customer's purchased solution. This documentation helps demonstrate the impact of the solution on the customer's business.
NEW QUESTION # 64
What is the first step a Customer Success Manager should take to identify why the solution was purchased?
- A. Review the bill of materials
- B. Engage with the customer
- C. Evaluate the Customer Success Plan
- D. Collaborate with the sales team.
Answer: B
NEW QUESTION # 65
Which type of analytics has telemetry that shows the customer's use of the software and defines what has happened to date?
- A. prescriptive
- B. diagnostic
- C. predictive
- D. descriptive
Answer: D
NEW QUESTION # 66
How can Customer Success Plan tracking drive additional license purchases?
- A. The Success Plan tracks the number of technical support cases opened.
- B. The Success Plan tracks the mean time to failure of the solution.
- C. The Success Plan tracks the number of threats blocked and benchmarks it against the previous year.
- D. The Success Plan tracks gains in user productivity and communicates this back to the business.
Answer: D
Explanation:
Customer Success Plan tracking can drive additional license purchases by demonstrating the value the solution provides through increased user productivity. When gains in productivity are tracked and communicated, it can justify the investment in additional licenses2.
NEW QUESTION # 67
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?
- A. Discuss new opportunities and new products to purchase
- B. Document the session, stakeholder interests, and metrics for leadership
- C. Create a success plan to be reviewed with the customer at the next review meeting
- D. Provide technical configuration for development
Answer: B
Explanation:
After an onboarding session, the next step for a Customer Success Manager is to document the session, including stakeholder interests and metrics, for leadership. This ensures that there is a record of what was discussed and agreed upon, which can be referenced in future interactions and strategy planning.
NEW QUESTION # 68
The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)
- A. business misalignment
- B. purchase policy process
- C. lack of communication
- D. limited telemetry
- E. lack of common features
Answer: C,E
NEW QUESTION # 69
Which definition of customer success is true?
- A. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.
- B. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
- C. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
- D. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.
Answer: C
NEW QUESTION # 70
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.
Answer:
Explanation:
NEW QUESTION # 71
What are two examples of leveraging data to identify a customer barrier? (Choose two.)
- A. reviewing installed base details
- B. noting change in customer executive team
- C. providing training recommendations
- D. evaluating feedback from the customer operations team
- E. consulting the health index
Answer: D,E
Explanation:
Two examples of leveraging data to identify a customer barrier are evaluating feedback from the customer operations team and consulting the health index. Feedback from the operations team can provide insights into operational challenges, while the health index can indicate areas where the customer may be struggling with the solution
NEW QUESTION # 72
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?
- A. Make the renewals manager aware that the one solution is not fully implemented
- B. No action is needed because the customer will likely renew, and the issue can be addressed after the renewal
- C. Contact the services team and request that they reach out to the customer and address the solution
- D. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
Answer: D
Explanation:
The Customer Success Manager should investigate why the customer has not fully enabled one of the solutions and work with the sales and renewals teams to address the issue. This proactive approach can help uncover any barriers to full adoption and ensure that the customer sees the full value of the solution before the renewal deadline
NEW QUESTION # 73
What is 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. a conversation that outlines key initiatives that are agreed upon in the success plan.
- D. new success plan that focuses on the upcoming goals for the customer.
Answer: A
NEW QUESTION # 74
Refer to the exhibit.
Which initial action does a Customer Success Manager take?
- A. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
- B. Provide trending information on license types B and D and share with all stakeholders
- C. Run analysis on all the license types used by the customer on all platforms
- D. Share the report with the customer point of contact for license types B and D and determine causes
Answer: B
NEW QUESTION # 75
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?
- A. Adopt
- B. Implement
- C. Onboard
- D. Use
Answer: C
NEW QUESTION # 76
Which topics must be covered during a Quarterly Success Review to ensure that outcomes are achieved?
- A. upcoming contract renewal and expansion opportunities
- B. stakeholder mapping and planned training sessions
- C. the success plan, the agreed priorities, and the planned outcomes
- D. technical support cases in flight and support options
Answer: C
NEW QUESTION # 77
Which activity reduces the risk of chum?
- A. expanding the customer footprint
- B. educating on product features
- C. providing a discount on renewal
- D. lowering the service level
Answer: B
NEW QUESTION # 78
The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition.
Which two business outcomes are critical to the company's success? (Choose two.)
- A. cost efficiency
- B. credibility
- C. sustainability
- D. employee satisfaction
- E. risk management
Answer: A,D
NEW QUESTION # 79
Why should a customer's success be documented?
- A. to document roles and responsibilities for project management
- B. to provide expansion opportunities for the sales team
- C. to establish KPIs that measure success
- D. to provide awareness of the value achieved by the solution
Answer: D
NEW QUESTION # 80
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