820-605 Cisco Exam Questions and Free Practice Test

Question 7

What is a type of expansion opportunity?

A. additional user groups

B. positive customer sentiment

C. strong stakeholder communication

D. using latest release versions

Correct Answer:A

Question 8

A customer voices frustration because the purchased solution is not being adopted as expected within the organization, and the organization’s new leadership does not have a historical perspective of the expected outcomes. Which two activities should the Customer Success Manager initiate to create mitigation plans to address these risk factors? (Choose two)

A. Research the list of accelerators.

B. Review the account health score.

C. Analyze the adoption report.

D. Examine the recent QBR results.

E. Evaluate the architecture value cards.

Correct Answer:CD

Question 9

As a Customer Success Manager, what is the most important metric to uncover during onboarding?

A. cost

B. value

C. benefit

D. customer relationship

Correct Answer:B

Question 10

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

Correct Answer:AE
There are many ways that you can add value for your customers by expanding their consumption of your solutions and services, such as these examples:
- Add features to the product or upgrade the license tier
- Implement or optimize services

Question 11

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 The Customer Success Manager recognizes that the customer is using collaboration products with outdated software.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. Evaluate the availability of resources to work on the problem.

B. Engage a specialist to identity 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.

Correct Answer:A

Question 12

What defines a use case?

A. comparison of the marketing description of what a product does and the customer’s experience.

B. list of actions that define the interactions between a role and a system to achieve a goal.

C. list of actions or event steps that a customer uses.

D. list of instructions customers use for their software.

Correct Answer:B

START 820-605 EXAM