Jan-2024 Cisco 820-605 Certification Real 2024 Mock Exam
820-605 Exam Questions and Valid PMP Dumps PDF
Cisco 820-605 Certification Exam, also known as the Cisco Customer Success Manager certification, is a globally recognized certification that validates the skills and knowledge of professionals who aspire to become customer success managers. 820-605 exam focuses on the critical skills required to manage customer relationships, drive adoption of Cisco solutions, and ensure customer satisfaction.
Cisco 820-605 exam covers a wide range of topics, including understanding customer needs, managing customer expectations, driving adoption and expansion, and measuring and reporting on customer success. 820-605 exam also covers technical topics such as Cisco's product portfolio, services, and solutions. It is important to note that the exam is not just about technical knowledge but also about soft skills such as communication, problem-solving, and relationship building.
NEW QUESTION # 34
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. limited telemetry
- B. business misalignment
- C. lack of common features
- D. purchase policy process
- E. lack of communication
Answer: B,E
NEW QUESTION # 35
Refer to the exhibit.
Which initial action does a Customer Success Manager take?
- A. Run analysis on all the license types used by the customer on all platforms
- B. Share the report with the customer point of contact for license types B and D and determine causes
- C. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
- D. Provide trending information on license types B and D and share with all stakeholders
Answer: A
NEW QUESTION # 36
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. continuing results based on unexpected value
- B. moments of success when the customer acknowledges progress
- C. successful contract renewal
- D. green health scores over intermittent time periods
- E. results that are not measurable
Answer: A,B
NEW QUESTION # 37
Which statement describes an end user adoption barrier?
- A. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
- B. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
- C. The budget is insufficient to implement the solution for a new branch of the business.
- D. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.
Answer: D
NEW QUESTION # 38
Refer to the exhibit.
Which initial action does a Customer Success Manager take?
- A. Run analysis on all the license types used by the customer on all platforms
- B. Provide trending information on license types B and D and share with all stakeholders
- C. Share the report with the customer point of contact for license types B and D and determine causes
- D. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
Answer: B
NEW QUESTION # 39
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.)
- A. cost barrier
- B. cultural barrier
- C. product barrier
- D. technical barrier
- E. process barrier
Answer: B,D
NEW QUESTION # 40
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. 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.
- B. 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.
- C. 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.
- 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: A
NEW QUESTION # 41
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the Customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?
- A. initial user group identified and their use cases confirmed ) customer's stakeholders and their business outcomes
- B. service introduction to confirm that they know how to submit service issues at the go live
- C. additional features that will align with the business outcomes
- D. Quarterly Success Review build and delivery
Answer: D
NEW QUESTION # 42
A customer does not feel they have received value from a software solution, and the 3-year contract is expiring in 60 days. The customer is hesitant to continue spending money and is considering other alternatives. Which stakeholder is responsible for ensuring that the customer realizes value from solutions coming up for renewal?
- A. Customer Success Manager
- B. Product Sales Specialist
- C. Renewals Manager
- D. Account Manager
Answer: A
NEW QUESTION # 43
Refer to the exhibit. Which initial action does a Customer Success Manager take?
- A. Run analysis on all the license types used by the customer on all platforms
- B. Share the report with the customer point of contact for license types B and D and determine causes
- C. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
- D. Provide trending information on license types B and D and share with all stakeholders
Answer: B
NEW QUESTION # 44
Refer to the exhibit. Which action should the Customer Success Manager take to improve the health index of Company A?
- A. Provide recommendations for training or suggest new features based on data analysis.
- B. Perform a marketing campaign and share the roadmap of new products.
- C. Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.
- D. Observe net promotor scores and how likely the customer is to recommend the products to someone else.
Answer: A
NEW QUESTION # 45
At which lifecycle stage does the Customer Success Manager identify the solution purchased?
- A. Select
- B. Implement
- C. Purchase
- D. Onboard
Answer: A
NEW QUESTION # 46
What is a type of expansion opportunity?
- A. additional user groups
- B. using latest release versions
- C. positive customer sentiment
- D. strong stakeholder communication
Answer: C
NEW QUESTION # 47
The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution.
Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)
- A. Schedule Quarterly Business Review with the new leadership team.
- B. Examine solution pricing with the Renewals Manager.
- C. Review the original business case and reassess desired outcomes with the new leadership team.
- D. Evaluate the customer's expertise in managing the purchased solution.
- E. Create a new Health Index dashboard with the Sales team.
Answer: A,C
NEW QUESTION # 48
The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?
- A. Adopt a lifecycle approach with a proactive review of service performance against KPIs.
- B. Have the CSM define how value should be measured at the end of the contract period.
- C. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
- D. Have the CIO define a clear IT strategy and implement the suggestions immediately.
Answer: A
NEW QUESTION # 49
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. 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
- B. Engage the service delivery manager and request two days of free consultation for the customer
- C. Escalate the situation to your manager and request a customer visit to understand concerns and expectations
- D. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
Answer: A
NEW QUESTION # 50
What are two barriers Of adoption in an organization? (Choose two )
- A. new product sales motion
- B. implementation issues
- C. lack of knowledge on solution
- D. hiring practices
- E. organizational announcements
Answer: A,B
NEW QUESTION # 51
Which two adoption outcomes are renewal indicators? (Choose two)
- A. optimized services
- B. customer testimonial
- C. payment schedule
- D. training attendance
- E. solution discount
Answer: B,C
NEW QUESTION # 52
Which type of analytics has telemetry that demonstrates the customer's use of the software and actions to date?
- A. predictive
- B. descriptive
- C. prescriptive
- D. diagnostic
Answer: B
NEW QUESTION # 53
How can Customer Success Plan tracking drive additional license purchases?
- A. The Success Plan tracks the mean time to failure of the solution.
- B. The Success Plan tracks the number of technical support cases opened.
- 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
NEW QUESTION # 54
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Cisco 820-605 exam consists of multiple-choice questions, and the duration is 90 minutes. Candidates are required to answer 60 questions, and the passing score is 70%. 820-605 exam is available in English and can be taken online or at a proctored testing center. 820-605 exam fee is $300, and candidates are allowed to retake the exam after a waiting period of five days.
820-605 Question Bank: Free PDF Download Recently Updated Questions: https://www.dumpexams.com/820-605-real-answers.html
820-605 Brain Dump: A Study Guide with Tips & Tricks for passing Exam: https://drive.google.com/open?id=1v_iNDR0-y5Sh_98bYwpizkVJcMQViZde