Pass 820-605 Brain Dump Updated Certification Sample Questions
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NEW QUESTION 40
You notice a decline over lime in your customer's usage of your product. Which action do you consider?
- A. Tell the customer a new solution will soon be available.
- B. Show the customer a comparison of the solution versus the competition.
- C. Carefully tell the customer to get more people to use your product.
- D. Re-assess the customer's business process and outline the capability of the solution.
Answer: A
NEW QUESTION 41
Which two actions are critical when communicating with executives? (Choose two.)
- A. Focus on the value achieved
- B. Target executive priorities
- C. Keep services as a primary topic
- D. Incorporate the sales team's plan
- E. Focus on technical details
Answer: A,B
NEW QUESTION 42
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.
Answer:
Explanation:
NEW QUESTION 43
A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?
- A. Utilize a digital engagement so all your customers experience the touch of customer success
- B. Utilize the service team to form a larger internal team to lead the engagement
- C. Utilize people to focus your customers in a 1:many customer success experience
- D. Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience
Answer: D
NEW QUESTION 44
What are two examples of leveraging data to identify a customer barrier? (choose two)
- A. evaluating feedback from the customer operations team
- B. noting change in customer executive team
- C. reviewing installed base details
- D. consulting the health index
- E. providing training recommendations
Answer: A,D
NEW QUESTION 45
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two )
- A. agreement of key stakeholders
- B. completion of customer training
- C. review of product roadmap
- D. confirmation of customer business outcomes
- E. scheduling of Quarterly Success Review
Answer: A,B
NEW QUESTION 46
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. Twice yearly student and staff surveys with two QUESTIONs related to IT
- C. Combination of tailored surveys and IT tools-based metrics
- D. Measure the number of complaints raised by students
Answer: D
NEW QUESTION 47
Which type of information should be captured during the first customer engagement?
- A. cases escalated to technical support
- B. expansion opportunities
- C. customer's desired outcomes
- D. stakeholder map
Answer: C
NEW QUESTION 48
Which outcome is the best that a Customer Success Manager ran achieve for a customer?
- A. removing barriers so the customer achieves the fastest time to value possible from the solution they purchased
- B. full adoption of all the technologies the customer purchased
- C. ensuring the customers deployment teams and end users are trained and ready to adopt the technology
- D. adoption of all the licenses and features the customer purchased leading to expansion to improve the customers' business
Answer: B
NEW QUESTION 49
Refer to the exhibit.
The graph shows a customer with a software product and highlights the number of paid- for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?
- A. The customer's usage has seen a recent decline and the chance of them churning will be higher
- B. The customer has increased usage, which shows a strong indicator of renewal
- C. The customer has a high probability to renew and will include an expanded opportunity
- D. The customer's usage is too low to correctly measure the chance of their retention
Answer: A
NEW QUESTION 50
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.)
- A. risk management
- B. business growth
- C. credibility
- D. sustainability
- E. cost efficiency
Answer: B,D
NEW QUESTION 51
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 medi a. In which stage is the customer?
- A. Optimize
- B. Expand
- C. Advocate
- D. Adoption
Answer: C
NEW QUESTION 52
What is the best method to measure customer consumption of technology?
- A. content management
- B. enterprise CRM and incident management
- C. recurring revenue management
- D. telemetry and analytics
Answer: D
NEW QUESTION 53
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. Speak the internal contacts to understand the customer sentiment and outstanding escalations
- B. Perform a deep analysis of all the sales orders to the past 24 months
- C. Engage with the account team to understand the expansion opportunities
- D. Build an understanding of your customer's business and market trends and priorities
Answer: D
NEW QUESTION 54
The customer wants to reduce their exposure to security events. Which business outcome is critical to the company's success?
- A. risk management
- B. market growth
- C. sustainability
- D. cost efficiency
Answer: C
NEW QUESTION 55
What is a financial implication of churn?
- A. loss of revenue
- B. increased production
- C. reduced product utilization
- D. contract expansion
Answer: A
NEW QUESTION 56
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About 820-605 Test
This Cisco exam assesses the candidate’s expertise and skills in developing and integrating solutions, identifying customer barriers and actions to overcome them, enforcing adoption mechanisms, as well as analyzing data on consumer use. The relevant objectives include the Customer Success Industry, Barrier Management, CSM, Expand Opportunities & Renewal, and Success Plan Creation. Generally, to attempt such a test, you have to be 18 years old or more. However, you can also take the test if your age group is between 13-17, provided your parents or legal guardians give their consent. If you are under 13 years old, you are not qualified. Also, such an exam is usually written at Pearson VUE Certified Test Centers under a proctored setting. If you decide to take the test at the physical center, then you must be ready to submit two valid forms of identification, with both having your signature on them. However, 820-605 can be taken online as well. The online test is available to you anywhere there is an internet connection, and it is also under a proctored format. In addition, you are required to have an OnVUE software, a stable webcam, and a government-issued ID. You should also have access to a quiet, isolated place during the exam itself. As for its details, the test is available in both the Japanese and English languages. The maximum time limit for it is 90 minutes. At the end of the final exam, you will get your score report, which will be marked with your digital photograph. The system captures this photo during your application.
Options for Efficient 820-605 Prep
Before taking the actual exam, you also need to prepare by using the official course endorsed by Cisco and the books found on Amazon. Here are three options you should look into:
- Cisco Customer Success Manager (DTCSM) Training Course by Cisco
This is the official training course endorsed by Cisco for this 820-605 test. It provides experiential learning with realistic lessons using schemes focused on real-life case studies. Overall, the class revolves around the idea of the client lifecycle and how to simplify the journey, improve customers’ satisfaction, and boost the chances of maintaining their interest and renewing or extending their market opportunities. Using this course as your preparation guide will help you in passing the Cisco 820-605 CSM exam on the first try. The duration for taking this course is usually 3 days, whether you are taking it in the physical classroom or online classroom. So, if you are aspiring for the Cisco Customer Success Manager Specialist designation, then you’re allowed to pursue this training. Then, you can also attend it if you are experienced in dealing with clients to determine as well as deliver outcomes for business by executing the technology.
- Customer Success Professional's Handbook by Ashvin Vaidyanathan and Ruben Rabago
This is another recommended resource for the Cisco CSM exam. It is the illustrative reference book for customer success management and identical roles in the field. It encompasses the skills needed to excel as a customer success manager. The 288-page handbook also features how a customer success team can be developed, installed, and managed. Reading it will improve your abilities to succeed in your field and offer realistic plans required to drive sales development during renewals and extensions.
- Practical Customer Success Management by Rick Adams
This book is another training tool for this exam and, as claimed before, you can get it on Amazon. It offers the best practices and resources in the context of a functional customer success management system. Also, such a manual guides readers through the whole end-to-end journey of interacting with customers to bring them closer to their objectives. Thus, you'll learn to add value to the CSM sector by maximizing renewals and expanding opportunities. Reading this book will greatly improve your knowledge of the topics in the real exam.
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