Cisco 820-605 Exam Dumps

Cisco Customer Success Manager

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Exam Code	820-605
Exam Name	Cisco Customer Success Manager
Questions	157 Questions Answers With Explanation
Update Date	January 15,2026
Price	Was : $90 Today : $50 Was : $108 Today : $60 Was : $126 Today : $70

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Demo Questions

Question # 1

The customer wants to increase the number of services in their portfolio and improve the time to launch theseservices. Which two business outcomes are appropriate? (Choose two.)

A. cost efficiency
B. employee satisfaction
C. time to market
D. business growth
E. sustainability

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Question # 2

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

A. Experience
B. Evaluation
C. Awareness
D. Deployment
E. Adoption

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Question # 3

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

A. messaging to users on best practice approaches to their solution
B. messaging to stakeholders on new product releases
C. messaging to stakeholders on the new features of their solution
D. survey sent to all end users
E. renewal reminder to stakeholders

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Question # 4

What is a type of expansion opportunity?

A. additional user groups
B. positive customer sentiment
C. strong stakeholder communication
D. using latest release versions

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Question # 5

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

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

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Question # 6

In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)

A. The adoption campaign provides notifications of new feature releases.
B. The adoption campaign surveys all end users for product feedback.
C. The adoption campaign notifies customers of a critical bug.
D. The adoption campaign provides free trial licenses for feature upgrades.
E. The adoption campaign provides free user training.

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Question # 7

Which two outcomes are expansion opportunities within customer success? (Choose two.)

A. expansion of solution features
B. renewal of solution subscription
C. purchase of a new solution
D. deployment of solution
E. expansion of solution services

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Question # 8

From a Customer Success perspective, why should the customer’s health be monitored?

A. to provide the opportunity to address any changes in the customer’s experience around the solution
B. to identify unused licenses so they can be addressed via a service improvement plan
C. to directly enable renewals
D. to give the customer valuable insight so they can automatically renew critical services on time

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Question # 9

The CIO of a bank and their vendor have a significant disagreement over the value of the work that wasdelivered the past two years under the existing managed-services contract. The contract renewal process wasdelayed over three months, with considerable risk to both parties. Which best practice will help prevent thistype 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.

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Question # 10

From a Customer Success perspective, which reason to monitor your customer’s health is the most important?

A. It provides the opportunity to address any changes in the customer’s experience or actions around thesolution
B. It allows the customer to identify unused licenses so they can be addressed via a service improvementplan
C. Understanding your customer’s health directly enables renewals
D. It gives the customer valuable insight so they can automatically renew critical on time

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Question # 11

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

A. recognizing the value of the engagement
B. validating deployment of the solution
C. expanding the purchased solution
D. renewing the contract and subscription

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Question # 12

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

A. organization chart discussed
B. account relationships identified
C. desired business outcomes discussed
D. stakeholders identified
E. network diagrams discussed

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Question # 13

Which two actions are critical when communicating with executives? (Choose two.)

A. Keep services as a primary topic
B. Focus on the value achieved
C. Incorporate the sales team’s plan
D. Target executive priorities
E. Focus on technical details

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Question # 14

You notice a decline over time 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. Carefully tell the customer to get more people to use your product
C. Re-assess the customer’s business process and outline the capability of the solution
D. Show the customer a comparison of the solution versus the competition

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Question # 15

The customer wants to improve operational expenditure and reduce the C02 footprint of the organization.Which two business outcomes are critical to the company’s success? (Choose two.)

A. sustainability
B. credibility
C. time to market
D. business growth
E. cost efficiency

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Question # 16

What is the first step a Customer Success Manager should take to identify why the solution was purchased?

A. Engage with the customer.
B. Review the bill of materials.
C. Collaborate with the sales team.
D. Evaluate the Customer Success Plan.

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Question # 17

A customer does not feel they have received value from a software solution, and the 3-year contract is expiringin 60 days. The customer is hesitant to continue spending money and is considering other alternatives. Whichstakeholder is responsible for ensuring that the customer realizes value from solutions coming up for renewal?

A. Product Sales Specialist
B. Renewals Manager
C. Account Manager
D. Customer Success Manager

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Question # 18

A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% ofactivated users are engaging with the solution. Which two actions should the Customer Success Managerrecommend to the client? (Choose two.)

A. Have marketing write a blog post about the new solution.
B. Encourage the customer to purchase updated endpoints.
C. Block all alternative chat and video collaboration systems.
D. Conduct a survey to determine which collaboration solutions users are using.
E. Advertise additional user training sessions throughout the organization.

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Question # 19

Which role within a Customer Success organization acts as a single contact point for a customer acrossmultiple technologies?

A. Delivery Team
B. Customer Success Manager
C. Account Manager
D. Customer Success Specialist

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Question # 20

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

A. Evaluate the availability of resources to work on the problem.
B. Engage a specialist to identify a technical solution or workaround.
C. Conduct an assessment of the business impact of the problem.
D. Establish a timeline of when a solution must be in place.

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Question # 21

Which tool is used by Customer Success Manager to establish cross-functional alignment, ensure efficientexecution and communication across a project team, and facilitate stakeholder management?

A. KPIs
B. Health Index Report
C. RACI
D. Stakeholder Map

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Question # 22

Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)

A. help desk data
B. health score
C. risk management
D. telemetry
E. training surveys

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Question # 23

A customer informs their Customer Success Manager that they are not realizing the savings expected withtheir 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. Communicate to the technical customer center and request that an expert contact the customer to discussthe purchased solution
C. Escalate the situation to your manager and request a customer visit to understand concerns andexpectations
D. Check the account health report, review the expected outcomes in the success plan, and set up an internalmeeting with the account team to discuss next steps

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Question # 24

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

A. onboarding
B. deployment
C. utilization
D. purchase

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Question # 25

A Customer Success Manager must deliver high touch customer success experience. Which customerengagement model must be used?

A. Utilize a digital engagement so all your customers experience the touch of customer success
B. Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience
C. Utilize the service team to form a larger internal team to lead the engagement
D. Utilize people to focus your customers in a 1:many customer success experience

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