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Cisco 820-605 Sample Question Answers
Question # 1
Which two actions should the Customer Success Manager take throughout the quarter to support theircustomer? (Choose two.)
A. No action is necessary as long as the health index is green B. Observe the online image of the customer C. Review and update the success plan for ongoing activities D. Manage the service issues and escalations E. Join the sales and marketing strategy meetings
Correct Answer: AC
Section: Customer Success Management
Explanation
Explanation/Reference:
Question # 2
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?
A. KPI that will be improved by the new product solution B. current existing products that are being displaced by the solution C. current configuration guide of the product solution D. product use case that will achieve the desired outcome
A customer’s renewal is due in the next 6 months. Analytical data has been provided to the Customer SuccessManager that shows customer usage over the last 12 months. Which two additional pieces of information areimportant prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choosetwo.)
A. customer annual report and quarterly business reviews B. sales account plan C. detailed contract inventory D. questions to validate the interpreted analytical data E. support tickets reports and diagnostic information
Correct Answer: CD
Section: Customer Success Management
Explanation
Explanation/Reference:
Question # 4
Which expense is an operating expense (OPEX)?
A. payroll B. computer equipment C. software D. office improvements
Correct Answer: C
Section: Customer Success Management
Explanation
Explanation/Reference:
Question # 5
Which outcome is the best that a Customer Success Manager can achieve for a customer?
A. adoption of all the licenses and features the customer purchased leading to expansion to improve thecustomer’s business B. full adoption of all the technologies the customer purchased C. removing barriers so the customer achieves the fastest time to value possible from the solution theypurchased D. ensuring the customers deployment teams and end users are trained and ready to adopt the technology
Correct Answer: C
Section: Customer Success Management
Explanation
Explanation/Reference:
Question # 6
How are operating expenses (OpEx) different from capital expenses (CapEx)?
A. OpEx are investments a company pays for up-front, while CapEx are the on-going costs to run a business. B. OpEx includes software licenses with contracts that have user rights in perpetuity, while CapEx includessoftware services that are easily reconfigured C. OpEx is expenses for the day-to-day operation of a business, while CapEx is investments in assets. D. OpEx has depreciation, while there is no deprecation with CapEx.
Correct Answer: C
Section: Barrier Management
Explanation
Explanation/Reference
Question # 7
What is the best method to measure customer consumption of technology?
A. telemetry and analytics B. recurring revenue management C. enterprise CRM and incident management D. content management
Correct Answer: A
Section: Barrier Management
Explanation
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Question # 8
Which type of analytics has telemetry that shows the customer’s use of the software and defines what hashappened to date?
A. descriptive B. diagnostic C. prescriptive D. predictive
Correct Answer: B
Section: Barrier Management
Explanation
Explanation/Reference:
Question # 9
What are two examples of leveraging data to identify a customer barrier? (Choose two.)
A. evaluating feedback from the customer operations team B. providing training recommendations C. reviewing installed base details D. consulting the health index E. noting change in customer executive team
Correct Answer: AD
Section: Barrier Management
Explanation
Explanation/Reference:
Question # 10
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 sharesthis experience in blogs and social media. In which stage is the customer?
A. Adoption B. Optimize C. Expand D. Advocate
Correct Answer: D
Section: Barrier Management
Explanation
Explanation/Reference:
Question # 11
The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, whichhas 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 inthe new software. Which two adoption barriers must be investigated? (Choose two.)
A. business misalignment B. purchase policy process C. lack of communication D. lack of common features E. limited telemetry
Correct Answer: CE
Section: Barrier Management
Explanation
Explanation/Reference
Question # 12
What are two barriers to adoption within an organization? (Choose two.)
A. solution implemented by partner B. agile development model C. inadequate knowledge and skills D. centralized IT organization E. organizational silos
Correct Answer: CE
Section: Barrier Management
Explanation
Question # 13
During the past few months, the Customer Success Manager has been working on adoption sessions with allNetwork Security Staff from Company ABC. They had significant progress in how administrators are using thesolution, implementing best practices, and reducing by half the time they spend performing a repetitive task.However, in a recent conversation, upper management questioned the renewal of the solution subscription.Which barrier must the CSM overcome?
A. data B. operational C. business D. technical
Correct Answer: B
Section: Barrier Management
Explanation
Question # 14
Which action should a Customer Success Manager take to identify and remove barriers when a customermoves from the Implement to the Use stage in the lifecycle?
A. Provide break-fix support for technical problems experienced or observed by the customer. B. Provide a detailed cost structure for the management team. C. Provide training content to address current and existing barriers. D. Provide direct and in-depth technical expertise upon customer request.
Correct Answer: D
Section: Barrier Management
Explanation
Explanation/Reference:
Question # 15
A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, theycomplain to the Customer Success Manager that they cannot verify who and how the licenses are being used.Which two types of adoption barriers are occurring? (Choose two.)
A. process B. people C. tools D. platform E. application
Correct Answer: DE
Section: Barrier Management
Explanation
Explanation/Reference:
Question # 16
Who does a Customer Success Manager work with to overcome a technical solution adoption barrierencountered by a customer?
A. Customer Success Specialist B. Technical Engineer C. Sales Engineer D. Solutions Product Manager
Correct Answer: B
Section: Barrier Management
Explanation
Explanation/Reference:
Question # 17
Which sources should be used to uncover customer barriers?
A. data, health score, intuition B. conservation, data, health score C. observation, conversation, data D. intuition, observation, data
Correct Answer: C
Section: Barrier Management
Explanation
Explanation/Reference:
Question # 18
Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides apersonalized service that arranges all aspects of video conference meeting. This service includes 21 staffpeople globally. Customer A has invested in a video conferencing solution. Their desired outcome is to createa 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. technical barrier B. cultural barrier C. process barrier D. product barrier E. cost barrier
Correct Answer: BC
Section: Barrier Management
Explanation
Explanation/Reference:
Question # 19
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 Collaborationsolution. 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 toconduct business communications.
What are two barriers of adoption in an organization? (Choose two.)
A. new product sales motion B. lack of knowledge on solution C. organizational announcements D. implementation issues E. hiring practices
Correct Answer: BD
Section: Barrier Management
Explanation
Explanation/Reference:
Question # 21
Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO isdissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago.The client has requested a meeting to improve the situation. Which reports are critical to the success of themeeting?
A. number of users registered, bandwidth utilization, number of training sessions user joined B. number of users registered, service logs, number of users C. number of users registered, number of meetings user initiated, number of meetings user joined D. network utilization, number of meetings user initiated, number of users
Correct Answer: C
Section: Barrier Management
Explanation
Explanation/Reference:
Question # 22
Which action should be taken when new company leadership is forcing a competitor’s solution?
A. Recheck the value realized by the current solution. B. Demonstrate how the current solution is a lower-cost solution than competitors. C. Hold an executive briefing to evaluate risks of the proposed solution. D. Tell the new leadership about the long-standing relationship between two companies.
Correct Answer: A
Section: Success Plan Creation
Explanation
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Question # 23
Which element evaluates a customer outcome?
A. key performance indicators B. milestones C. metrics D. benchmarks
Correct Answer: A
Section: Success Plan Creation
Explanation
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Question # 24
Which definition of a use case is true?
A. comparison of the marketing description of what a product does to the customer’s experience B. list of actions or event steps that a customer uses C. list of actions or event steps that typically defines the interactions between a role and a system to achieve agoal D. list of instructions that customer uses for their software
Correct Answer: C
Section: Success Plan Creation
Explanation
Explanation/Reference:
Question # 25
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
Correct Answer: C
Section: Success Plan Creation
Explanation
Explanation/Reference:
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