Latest Cisco 820-605 Actual Free Exam Questions & Community Discussion, Page 6

Question #66

What are the two expected outcomes of the customer onboard stage? (Choose two.)

A. training sessions for end users planned

B. network diagrams provided

C. stakeholders identified

D. business outcomes with KPI metrics identified

E. opportunities for advocacy shared

Discussion 0

Correct Answer: C,D Vote an answer

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Question #67

Which activity should happen after successful customer value realization?

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

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

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

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

Discussion 0

Correct Answer: B Vote an answer

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Question #68

What is a technical adoption barrier?

A. underutilization of licenses

B. untrained customer user group

C. lack of integration with other products

D. customer not measuring product value

Discussion 0

Correct Answer: C Vote an answer

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Question #69

A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership.
Which action does the Customer Success Manager take first?

A. Engage the service delivery manager and request two days of free consultation for the customer

B. Escalate the situation to your manager and request a customer visit to understand concerns and expectations

C. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution

D. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps

Discussion 0

Correct Answer: D Vote an answer

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Question #70

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

A. customer enterprise architect

B. Customer Success Manager

C. primary customer stakeholder

D. account team sales lead

Discussion 0

Correct Answer: B Vote an answer

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Question #71

Which two Customer Success approaches should a Customer Success Manager provide for their customers that face stalled implementation? (Choose two.)

A. Sell additional training to the customer.

B. Review priorities from the Success Plan with customer leadership.

C. Determine if there has been a change in resourcing or stakeholders.

D. Offer upfront discounts and secure the business for as many years as possible.

E. Introduce new features that have been recently enabled within the product.

Discussion 0

Correct Answer: B,C Vote an answer

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Question #72

What is the role of a subject matter expert in the Customer Success process?

A. drives adoption

B. accelerates customer value realization

C. challenges the status quo

D. shares industry trends

Discussion 0

Correct Answer: B Vote an answer

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Question #73

You are a Customer Success Manager and have just been assigned a strategic new account. Which course of action is the best to help you prepare for the first customer introduction meeting?

A. Build an understanding of your customer's business and market trends and priorities

B. Speak the internal contacts to understand the customer sentiment and outstanding escalations

C. Engage with the account team to understand the expansion opportunities

D. Perform a deep analysis of all the sales orders to the past 24 months

Discussion 0

Correct Answer: A Vote an answer

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Question #74

A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?

A. Engage a specialist to identify a technical solution or workaround.

B. Conduct an assessment of the business impact of the problem.

C. Establish a timeline of when a solution must be in place.

D. Evaluate the availability of resources to work on the problem.

Discussion 0

Correct Answer: A Vote an answer

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Question #75

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 are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.

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 achieve their expected and unexpected outcomes while using your product or service.

Discussion 0

Correct Answer: D Vote an answer

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Question #76

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.)

A. moments of success when the customer acknowledges progress

B. results that are not measurable

C. green health scores over intermittent time periods

D. continuing results based on unexpected value

E. successful contract renewal

Discussion 0

Correct Answer: A,D Vote an answer

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Question #77

Which two actions are in adoption campaign? (Choose two.)

A. messaging to stakeholders on new product releases

B. renewal reminder to stakeholders

C. messaging to stakeholders on the new features of their solution

D. messaging to users on best practice approaches to their solution

E. survey sent to all end users

Discussion 0

Correct Answer: C,D Vote an answer

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Question #78

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

A. Review and update the success plan for ongoing activities

B. Join the sales and marketing strategy meetings

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

D. Observe the online image of the customer

E. Manage the service issues and escalations

Discussion 0

Correct Answer: A,E Vote an answer

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