820-605 Cisco Exam Questions and Free Practice Test

Question 13

The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.
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Solution:

Does this meet the goal?

A. Yes

B. No

Correct Answer:A

Question 14

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

A. KPIs

B. Stakeholder Map

C. RACI

D. Health Index Report

Correct Answer:C

Question 15

Which two activities support Customer Success planning? (Choose two.)

A. service ticket tracking

B. adoption barrier identification

C. quality control

D. service delivery program management

E. KPI tracking

Correct Answer:BD

Question 16

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 includes software 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

Question 17

The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

A. Suggest that the customer replace their existing staff

B. Provide the customer with a chargeable deployment service

C. Re-enforce the time to value of the solution

D. Give the customer a discount on a future purchase

Correct Answer:C

Question 18

What is the order of the key elements of process improvement for Customer Success?

A. measure, define, analyze, control, improve

B. define, measure, analyze, improve, control

C. define, analyze, measure, improve, control

D. analyze, define, measure, control, improve

Correct Answer:B

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