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Cisco 820-605 Cisco Customer Success Manager (CSM) Exam Practice Test

Demo: 18 questions
Total 124 questions
Get 820-605 Full Access Download 820-605 PDF

Cisco Customer Success Manager (CSM) Questions and Answers

Question 1

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

Options:

A.

Deployment

B.

Adoption

C.

Awareness

D.

Evaluation

E.

Experience

Question 2

What is a key driver that is creating the need for customer success?

Options:

A.

financial resources

B.

subscription economy

C.

advanced specializations

D.

portfolio management

Question 3

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

Options:

A.

onboarding

B.

deployment

C.

utilization

D.

purchase

Question 4

What is the purpose of capturing moments of success with a customer?

Options:

A.

expanding the purchased solution

B.

recognizing the value of the engagement

C.

renewing the contract and subscription

D.

validating deployment of the solution

Question 5

Which type of KPI is of the most interest to Customer Success?

Options:

A.

business KPIs that define progress to the Business Outcome

B.

sales KPIs for revenue generation

C.

IT services KPIs for operations

D.

OPEX KPIs that define the operational costs of the company

Question 6

What defines a use case?

Options:

A.

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

B.

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

C.

list of actions or event steps that a customer uses.

D.

list of instructions customers use for their software.

Question 7

Which sources should be used to uncover customer barriers?

Options:

A.

data, health score, intuition

B.

conversation, data, health score

C.

intuition, observation, data

D.

observation, conversation, data

Question 8

During the delivery of a security solution, adoption barriers were identified. Those barriers were addressed, and the customer’s business goals are now fulfilled. The customer is pleased with their solution and shares this experience in blogs and social media. In which stage is the customer?

Options:

A.

Adoption

B.

Optimize

C.

Expand

D.

Advocate

Question 9

Refer to the exhibit.

What is the problem with this RACI example?

Options:

A.

Every task should have four people consulted.

B.

No one has multiple roles.

C.

More stakeholders should be involved.

D.

Too many people are accountable for this task.

Question 10

Refer to the exhibit. What does this health score indicate?

Options:

A.

The customer is unlikely to renew this license.

B.

The customer is unlikely to advocate for this product.

C.

The customer needs to consume more of this product.

D.

The customer needs to purchase more licenses.

Question 11

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

Options:

A.

organization chart discussed

B.

account relationships identified

C.

desired business outcomes discussed

D.

stakeholders identified

E.

network diagrams discussed

Question 12

What are two drivers for Customer Success? (Chooser two)

Options:

A.

The customer trusts that Cisco support will solve any issues.

B.

The customer receives training for new products and services.

C.

The customer recognizes the value of initial use case implementations.

D.

The customer gives feedback about the purchased product.

E.

The mature and fully deployed solution is running in production.

Question 13

Your customer’s business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

Options:

A.

increase in new subscribers or increase in end users

B.

number of incidents reported or number of compliance issues

C.

reduction in headcount or operational support costs

D.

customer and employee feedback

E.

number of activities completed or increase in direct time

Question 14

What are two examples of expand opportunities? (Choose two.)

Options:

A.

providing solution optimization services

B.

adding headcount to manage solution by the customer

C.

training on existing features

D.

hosting an executive review

E.

increasing license count

Question 15

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

Options:

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

Question 16

Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager’s company. Which two opportunities can lead to advocacy? (Choose two.)

Options:

A.

moments of success when the customer acknowledges progress

B.

successful contract renewal

C.

green health scores over intermittent time periods

D.

continuing results based on unexpected value

E.

results that are not measurable

Question 17

The customer wants to increase their market share and protect brands reputation. Which two business outcomes are critical to the company’s success? (Choose two.)

Options:

A.

risk management

B.

credibility

C.

business growth

D.

cost efficiency

E.

sustainability

Question 18

How can Customer Success Plan tracking drive additional license purchases?

Options:

A.

The Success Plan tracks the mean time to failure of the solution.

B.

The Success Plan tracks the number of threats blocked and benchmarks it against the previous year.

C.

The Success Plan tracks gains in user productivity and communicates this back to the business.

D.

The Success Plan tracks the number of technical support cases opened.

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Demo: 18 questions
Total 124 questions
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