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Cisco 820-605 Exam Sample Questions

Question # 1

Which two actions are critical when communicating with executives? (Choose two.)

A. Keep services as a primary topic

B. Focus on the value achieved

C. Incorporate the sales team’s plan

D. Target executive priorities

E. Focus on technical details

Answer

B.

Focus on the value achieved

D.

Target executive priorities

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Question # 2

Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)

A. completion of customer training

B. confirmation of customer business outcomes

C. review of product roadmap

D. scheduling of Quarterly Success Review

E. agreement of key stakeholders

Answer

B.

confirmation of customer business outcomes

D.

scheduling of Quarterly Success Review

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Question # 3

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

A. 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.

B. 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.

C. 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.

D. 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.

Answer

C.

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.

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Question # 4

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

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

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

Answer

C.

Understanding your customer’s health directly enables renewals

Reference: https://www.gainsight.com/customer-success-best-practices/how-to-scorecustomer-
health/

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Question # 5

The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.

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