[Dec 28, 2021] Pass Digital Transformation Specialist 820-605 Exam With 105 Questions
Ultimate Guide to Prepare Free Cisco 820-605 Exam Questions & Answer
Introduction to Cisco 820-605: Cisco Customer Success Manager Exam
This 820-605 exam test would test Field Engineers on their understanding of the FlexPod approach. This evaluation measures the candidate’s awareness of configuring the FlexPod solution components and involves handling and troubleshooting certain components in a practical multi-hypervisor network. Around the same time, this analysis assesses the candidate’s understanding of how the FlexPod approach aligns with the data center design.
NEW QUESTION 21
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?
- A. current configuration guide of the product solution
- B. KPI that will be improved by the new product solution
- C. current existing products that are being displaced by the solution
- D. product use case that will achieve the desired outcome
Answer: D
NEW QUESTION 22
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
- B. The accelerated pace of innovation in the era of the Internet of Things confuses many customers.
A CSM helps sales position the right technologies that will accelerate success for their business. - C. Service organizations must evolve from a "break fix" business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption.
The CSM advises and professional services team on the best services to position. - D. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
Answer: A
NEW QUESTION 23
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the Customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?
- A. service introduction to confirm that they know how to submit service issues at the go live
- B. initial user group identified and their use cases confirmed ) customer's stakeholders and their business outcomes
- C. Quarterly Success Review build and delivery
- D. additional features that will align with the business outcomes
Answer: C
NEW QUESTION 24
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?
- A. capability gap
- B. organizational gap
- C. financial gap
- D. consumption gap
Answer: D
Explanation:
Explanation/Reference: https://www.customersuccessmanager.com/blogs/the-consumption-gap
NEW QUESTION 25
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.
Answer:
Explanation:
NEW QUESTION 26
What is the best method to measure customer consumption of technology?
- A. enterprise CRM and incident management
- B. telemetry and analytics
- C. content management
- D. recurring revenue management
Answer: B
Explanation:
Explanation
NEW QUESTION 27
Refer to the exhibit.
Which initial action does a Customer Success Manager take?
- A. Provide trending information on license types B and D and share with all stakeholders.
- B. inform the Sales Account Manager to position a new version of licenses types B and D with additional features.
- C. Run analysis on all the license types used by the customer on all platforms.
- D. Share the report with the customer point of contact for license types B and D 3nd determine causes.
Answer: B
NEW QUESTION 28
A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?
- A. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
- B. No action is needed because the customer will probably renew and you can address the issue after the renewal
- C. Contact the services team and request that they reach out to the customer to address the solution
- D. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
Answer: A
NEW QUESTION 29
Which activity reduces the risk of chum?
- A. lowering the service level
- B. expanding the customer footprint
- C. educating on product features
- D. providing a discount on renewal
Answer: C
NEW QUESTION 30
Which action should be taken when new company leadership is forcing a competitor's solution?
- A. Hold an executive briefing to evaluate risks of the proposed solution.
- B. Demonstrate how the current solution is a lower-cost solution than competitors.
- C. Recheck the value realized by the current solution.
- D. Tell the new leadership about the long-standing relationship between two companies.
Answer: C
NEW QUESTION 31
Refer to the exhibit. Which initial action does a Customer Success Manager take?
- A. Share the report with the customer point of contact for license types B and D and determine causes
- B. Run analysis on all the license types used by the customer on all platforms
- C. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
- D. Provide trending information on license types B and D and share with all stakeholders
Answer: D
NEW QUESTION 32
Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager's company. Which two opportunities can lead to advocacy? (Choose two.)
- A. successful contract renewal
- B. continuing results based on unexpected value
- C. results that are not measurable
- D. green health scores over intermittent time periods
- E. moments of success when the customer acknowledges progress
Answer: A,E
NEW QUESTION 33
Which method is directly associated with evaluating a customer outcome?
- A. milestones
- B. benchmarks
- C. metrics
- D. key performance indicators
Answer: B
NEW QUESTION 34
From a Customer Success perspective, which reason to monitor your customer's health is the most important?
- A. It gives the customer valuable insight so they can automatically renew critical on time
- B. It provides the opportunity to address any changes in the customer's experience or actions around the solution
- C. Understanding your customer's health directly enables renewals
- D. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
Answer: C
Explanation:
Explanation/Reference: https://www.gainsight.com/customer-success-best-practices/how-to-score-customer-health/
NEW QUESTION 35
The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type 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.
Answer: C
NEW QUESTION 36
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. deployment of solution
- B. expansion of solution features
- C. renewal of solution subscription
- D. purchase of a new solution
- E. expansion of solution services
Answer: A,B
Explanation:
Explanation/Reference:
NEW QUESTION 37
Which type of analytics has telemetry that demonstrates the customer's use of the software and actions to date?
- A. descriptive
- B. prescriptive
- C. diagnostic
- D. predictive
Answer: A
NEW QUESTION 38
Drag and Drop Question
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.
Answer:
Explanation:
NEW QUESTION 39
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. Engage with the account team to understand the expansion opportunities
- B. Build an understanding of your customer's business and market trends and priorities
- C. Perform a deep analysis of all the sales orders to the past 24 months
- D. Speak the internal contacts to understand the customer sentiment and outstanding escalations
Answer: B
NEW QUESTION 40
What are two barriers to adoption within an organization? (Choose two.)
- A. agile development model
- B. organizational silos
- C. centralized IT organization
- D. solution implemented by partner
- E. inadequate knowledge and skills
Answer: B,E
NEW QUESTION 41
In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?
- A. Create a success plan to be reviewed with the customer at the next review meeting
- B. Document the session, stakeholder interests, and metrics for leadership
- C. Provide technical configuration for development
- D. Discuss new opportunities and new products to purchase
Answer: A
NEW QUESTION 42
Which term describes the gap between the features and functions customers purchases and the features and functions customers use?
- A. organizational
- B. financial
- C. consumption
- D. capability
Answer: C
NEW QUESTION 43
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