Cisco 820-605 Free Practice Questions

NEW QUESTION 1
Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a 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

Answer: CD

NEW QUESTION 2
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 a goal
• D. list of instructions that customer uses for their software

Answer: C

NEW QUESTION 3
Which method is directly associated with evaluating a customer outcome?

• A. milestones
• B. key performance indicators
• C. metrics
• D. benchmarks

Answer: D

NEW QUESTION 4
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

Answer: AD

NEW QUESTION 5
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.

• A. Mastered
• B. Not Mastered

Answer: A

Explanation:

NEW QUESTION 6
Refer to the exhibit.

Which initial action does a Customer Success Manager take?

• A. Run analysis on all the license types used by the customer on all platforms
• B. Share the report with the customer point of contact for license types B and D and determine causes
• C. Provide trending information on license types B and D and share with all stakeholders
• D. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features

Answer: A

NEW QUESTION 7
A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach to measure success is the best?

• A. Twice yearly student and staff surveys with two QUESTION NO:s related to IT
• B. Measure the number of complaints raised by students
• C. Combination of tailored surveys and IT tools-based metrics
• D. Implement staff Super Users to provide feedback

Answer: B

NEW QUESTION 8
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 the customer’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

Answer: C

NEW QUESTION 9
The customer wants to increase the number of services in their portfolio and improve the time to launch these services. Which two business outcomes are appropriate? (Choose two.)

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

Answer: AC

NEW QUESTION 10
Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied 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 the meeting?

• 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

Answer: C

NEW QUESTION 11
Your customer’s business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

• A. increase in new subscribers or increase in end users
• B. number of incidents reported or number of compliance issues
• C. reduction in headcount or operational support costs
• D. customer and employee feedback
• E. number of activities completed or increase in direct time

Answer: E

NEW QUESTION 12
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.

• A. Mastered
• B. Not Mastered

Answer: A

Explanation:

NEW QUESTION 13
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

Answer: BD

NEW QUESTION 14
The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition. Which two business outcomes are critical to the company’s success? (Choose two.)

• A. risk management
• B. employee satisfaction
• C. cost efficiency
• D. credibility
• E. sustainability

Answer: BC

NEW QUESTION 15
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

• A. 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 adoptio
• B. The CSM advises and professional services team on the best services to position.
• C. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchas
• D. The CSM supports sales with use cases and testimonials for proposed solutions.
• E. IT is increasingly adopting new consumption model
• F. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realize
• G. The CSM ensures that the customer’s business outcomes are achieved with the shortest time to value.
• H. The accelerated pace of innovation in the era of the Internet of Things confuses many customer
• I. A CSM helps sales position the right technologies that will accelerate success for their business.

Answer: C

NEW QUESTION 16
A customer’s renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)

• A. customer annual report and quarterly business reviews
• B. sales account plan
• C. detailed contract inventory
• D. QUESTION NO:s to validate the interpreted analytical data
• E. support tickets reports and diagnostic information

Answer: AD

NEW QUESTION 17
Which statement describes the difference between customer success and customer sales?

• A. Customer sales is about selling solutions to meet business need
• B. Customer success is about getting customers to utilize those solutions to get the value they intended.
• C. Customer sales is about getting customers to utilize their solutions to get the value they intended.Customer success is about making sure the customer deploys the solution within an effective timeline.
• D. Customer sales is about getting customers to utilize their solutions to get the value they intended.Customer success is about expanding the customer’s portfolio.
• E. Customer sales is about selling solutions to meet business need
• F. Customer success is about finding product opportunities for sales as the customer utilizes their current solution.

Answer: A

NEW QUESTION 18
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (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

Answer: CD

NEW QUESTION 19
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

Answer: C

NEW QUESTION 20
......