Prepare Confidently for the Cisco Exam with 820-605 CSM Practice Questions

Question #1

What is a financial implication of churn?

A. oss of revenue

B. ncreased production

C. educed product utilization

D. ontract expansion

View answer

Correct Answer: A

Question #2

DRAG DROP (Drag and Drop is not supported).The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.

A. ee Explanation section for answer

View answer

Correct Answer: A

Question #3

A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend 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

View answer

Correct Answer: DE

Question #4

A customer does not feel they have received value from a software solution, and the 3-year contract is expiring in 60 days. The customer is hesitant to continue spending money and is considering other alternatives. Which stakeholder 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

View answer

Correct Answer: D

Question #5

Refer to the exhibit.Based on the stage and health reflected, what must be the first priority of the success plan?

A. esign and propose a discount on product G

B. ontact and collaborate with the individuals involved in the onboarding of product E

C. ffer and encourage the opportunity for the customer to participate in a success story for product F

D. dentify and document barriers that impact product C

View answer

Correct Answer: D

Question #6

Which list of components of a Customer Success Quarterly Success Review is common?

A. esults from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter

B. esults from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter

C. esults from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter

D. esults from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter

View answer

Correct Answer: B

Question #7

Which outcome is the best that a Customer Success Manager can achieve for a customer?

A. doption of all the licenses and features the customer purchased leading to expansion to improve the customer's business

B. ull adoption of all the technologies the customer purchased

C. emoving barriers so the customer achieves the fastest time to value possible from the solution they purchased

D. nsuring the customers deployment teams and end users are trained and ready to adopt the technology

View answer

Correct Answer: C

Question #8

Which scenario represents a use case expand opportunity?

A. sage KPIs are on target entering the fourth quarter

B. upplementary training sessions are organized on existing features

C. olution management team adds headcount

D. ndpoint security solution extended to cover data center servers in addition to laptops

View answer

Correct Answer: D

Question #9

Your customer's business outcome is to drive employee efficiencies.Which key metrics measure this outcome?

A. ncrease in new subscribers or increase in end users

B. umber of incidents reported or number of compliance issues

C. eduction in headcount or operational support costs

D. ustomer and employee feedback

E. umber of activities completed or increase in direct time

View answer

Correct Answer: E

Question #10

Which statement describes the difference between customer success and customer sales?

A. ustomer sales is about selling solutions to meet business needs

B. ustomer sales is about getting customers to utilize their solutions to get the value they intended

C. ustomer sales is about getting customers to utilize their solutions to get the value they intended

D. ustomer sales is about selling solutions to meet business needs

View answer

Correct Answer: A

Question #11

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

View answer

Correct Answer: C

Question #12

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. onfidential customer information

B. ustomer business outcomes

C. ustomer HR processes

D. ervices cost

View answer

Correct Answer: B

Question #13

Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)

A. elemetry and analytics

B. ecurring revenue management

C. nterprise CRM and incident management

D. ontent management

View answer

Correct Answer: BD

Question #14

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

A. ervice 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

B. T budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase

C. T is increasingly adopting new consumption models

D. he accelerated pace of innovation in the era of the Internet of Things confuses many customers

View answer

Correct Answer: C

Question #15

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. mplement

B. dopt

C. se

D. nboard

View answer

Correct Answer: CD

Question #16

Which type of KPI is of the most interest to Customer Success?

A. usiness KPIs that define progress to the Business Outcome

B. ales KPIs for revenue generation

C. T services KPIs for operations

D. PEX KPIs that define the operational costs of the company

View answer

Correct Answer: A

Question #17

The customer wants to increase their market share and protect brands reputation.Which two business outcomes are critical to the company's success? (Choose two.)

A. ayroll

B. omputer equipment

C. oftware

D. ffice improvements

View answer

Correct Answer: BC

Question #18

What is a barrier to adopting software tools?

A. imited resources

B. ecurring cost

C. ommercial decision

D. rganization size

View answer

Correct Answer: A

Question #19

In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?

A. rovide break-fix support for technical problems experienced or observed by the customer

B. rovide training content to address current and existing barriers

C. rovide a detailed cost structure for the management team

D. rovide direct and in-depth technical expertise upon customer request

View answer

Correct Answer: D

Question #20

What are two barriers of adoption in an organization? (Choose two.)

A. ocument the session, stakeholder interests, and metrics for leadership

B. reate a success plan to be reviewed with the customer at the next review meeting

C. rovide technical configuration for development

D. iscuss new opportunities and new products to purchase

View answer

Correct Answer: BD

Question #21

A customer wants to deploy new technology. The Customer Success Manager is concerned the customer is not ready to adopt the solution. Which steps with the Project and Operations teams ensure a successful adoption?

A. onduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology

B. ssign internal resources to develop and deliver training to the customer's IT staff to ensure the project is successful

C. omplete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan

D. esearch the best training available for this new technology and ensure as many IT staff as possible attend the training

View answer

Correct Answer: A

Question #22

Which task drives advocacy with customer stakeholders?

A. o establish KPIs that measure success

B. o provide awareness of the value achieved by the solution

C. o provide expansion opportunities for the sales team D

View answer

Correct Answer: B

Question #23

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

A. reating a success story

B. reating a Customer Success Plan

C. reating technical documentation

D. reating a stakeholder map

View answer

Correct Answer: BC

Question #24

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 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

View answer

Correct Answer: C

Question #25

What is the value proposition of customer success for customers?

A. usiness vision support

B. echnical assistance prioritization

C. xternal publicity

D. ncremental rewards

View answer

Correct Answer: A

Question #26

Which statement describes an end user adoption barrier?

A. here are insufficient licenses for additional staff from a newly acquired company to use the solution

B. he CIO insists on conducting training for all heads of department before deploying the new Collaboration solution

C. he budget is insufficient to implement the solution for a new branch of the business

D. taff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications

View answer

Correct Answer: D

Question #27

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

A. uggest that the customer replace their existing staff

B. rovide the customer with a chargeable deployment service

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

D. ive the customer a discount on a future purchase

View answer

Correct Answer: C

Question #28

A Customer Success Manager must deliver high touch customer success experience. Which customer engagement 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

View answer

Correct Answer: A

Question #29

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

View answer

Correct Answer: AE

Question #30

Which definition of a use case is true?

A. omparison of the marketing description of what a product does to the customer's experience

B. ist of actions or event steps that a customer uses

C. ist of actions or event steps that typically defines the interactions between a role and a system to achieve a goal

D. ist of instructions that customer uses for their software

View answer

Correct Answer: C

Question #31

DRAG DROP (Drag and Drop is not supported).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. ee Explanation section for answer

View answer

Correct Answer: A

Question #32

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

A. ervice 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

B. T budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase

C. T is increasingly adopting new consumption models

D. he accelerated pace of innovation in the era of the Internet of Things confuses many customers

View answer

Correct Answer: C

Question #33

Which definition of customer success is true?

A. t is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service

B. t is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion

C. t is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful

D. t is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer

View answer

Correct Answer: B

Question #34

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 adoption barrier will the customer encounter?

A. echnical barrier

B. ultural barrier

C. roduct barrier

D. ost barrier

View answer

Correct Answer: A

Question #35

Which definition of customer success is true?

A. t is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service

B. t is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion

C. t is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful

D. t is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer

View answer

Correct Answer: B

Question #36

Which activity reduces the risk of chum?

A. roviding a discount on renewal

B. owering the service level

C. xpanding the customer footprint

D. ducating on product features

View answer

Correct Answer: C

Question #37

Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

A. PI that will be improved by the new product solution

B. urrent existing products that are being displaced by the solution

C. urrent configuration guide of the product solution

D. roduct use case that will achieve the desired outcome

View answer

Correct Answer: D

Question #38

What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

A. apability gap

B. inancial gap

C. onsumption gap

D. rganizational gap

View answer

Correct Answer: C

Question #39

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

View answer

Correct Answer: AB

Question #40

A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership.Which action does the Customer Success Manager take first?

A. ngage the service delivery manager and request two days of free consultation for the customer

B. ommunicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution

C. scalate the situation to your manager and request a customer visit to understand concerns and expectations

D. heck the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps

View answer

Correct Answer: D

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. esults from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter

B. esults from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter

C. esults from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter

D. esults from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter

View answer

Correct Answer: B

Question #42

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. wice yearly student and staff surveys with two

B. easure the number of complaints raised by students

C. ombination of tailored surveys and IT tools-based metrics

D. mplement staff Super Users to provide feedback

View answer

Correct Answer: B

Question #43

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

View answer

Correct Answer: C

Question #44

Which Customer Success activity is critical from the supplier perspective?

A. dentifying opportunities for sales expansion

B. riving full adoption of the company's technology across all supported solutions

C. nsuring the customer has a success plan and is achieving each milestone in a timely manner

D. istening carefully to the customer's feedback and taking actions so the company's solutions can be improved

View answer

Correct Answer: C

Question #45

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

A. eview the bill of materials

B. valuate the Customer Success Plan

C. ollaborate with the sales team

D. ngage with the customer

View answer

Correct Answer: D

Question #46

Refer to the exhibit.The graph shows a customer with a software product and highlights the number of paid- for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line).Which statement about the customer is true?

A. he customer has a high probability to renew and will include an expanded opportunity

B. he customer's usage is too low to correctly measure the chance of their retention

C. he customer has increased usage, which shows a strong indicator of renewal

D. he customer's usage has seen a recent decline and the chance of them churning will be higher

View answer

Correct Answer: D

Question #47

The customer wants to reduce their exposure to security events.Which business outcome is critical to the company's success?

A. isk management

B. arket growth

C. ustainability

D. ost efficiency

View answer

Correct Answer: A

Question #48

Which sources should be used to uncover customer barriers?

A. ata, health score, intuition

B. onversation, data, health score

C. ntuition, observation, data

D. bservation, conversation, data

View answer

Correct Answer: D

Question #49

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

A. onboarding

B. deployment

C. utilization

D. purchase

View answer

Correct Answer: A

Question #50

What defines a use case?

A. omparison of the marketing description of what a product does and the customer's experience

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

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

D. ist of instructions customers use for their software

View answer

Correct Answer: B

Question #51

Which statement describes the difference between customer success and customer sales?

A. ustomer sales is about selling solutions to meet business needs

B. ustomer sales is about getting customers to utilize their solutions to get the value they intended

C. ustomer sales is about getting customers to utilize their solutions to get the value they intended

D. ustomer sales is about selling solutions to meet business needs

View answer

Correct Answer: A

Question #52

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

A. tilize a digital engagement so all your customers experience the touch of customer success

B. tilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience

C. tilize the service team to form a larger internal team to lead the engagement

D. tilize people to focus your customers in a 1:many customer success experience

View answer

Correct Answer: B

Question #53

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. umber of users registered, bandwidth utilization, number of training sessions user joined

B. umber of users registered, service logs, number of users

C. umber of users registered, number of meetings user initiated, number of meetings user joined

D. etwork utilization, number of meetings user initiated, number of users

View answer

Correct Answer: C

Question #54

Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

A. ontact the services team and request that they reach out to the customer to address the solution

B. ake the renewals manager aware that the one solution is not fully implemented but the other two are fine

C. nvestigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue

D. o action is needed because the customer will probably renew and you can address the issue after the renewal

View answer

Correct Answer: CD

Question #55

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

A. KPIs

B. Health Index Report

C. RACI

D. Stakeholder Map

View answer

Correct Answer: D

Question #56

You notice a decline over time in your customer's usage of your product.Which action do you consider?

A. escriptive

B. iagnostic

C. rescriptive

D. redictive

View answer

Correct Answer: C

Question #57

What is a consideration in evaluating readiness for adoption?

A. dentify features or functions that are not deployed or underutilized

B. dentify potential accelerators that could optimize performance

C. eview customer acceptance test plan

D. alidate that all required items have been purchased

View answer

Correct Answer: C

Question #58

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

View answer

Correct Answer: A

Question #59

Refer to the exhibit.Which initial action does a Customer Success Manager take?

A. un analysis on all the license types used by the customer on all platforms

B. hare the report with the customer point of contact for license types B and D and determine causes

C. rovide trending information on license types B and D and share with all stakeholders

D. nform the Sales Account Manager to position a new version of licenses types B and D with additional features

View answer

Correct Answer: C

Question #60

What is the best reason for documenting your customer's success?

A. o provide awareness of the value achieved by the customer's purchased solution

B. o establish KPI's that measure the success of your company's business

C. o document roles and responsibilities for your project management

D. o provide expansion opportunities for your sales team

View answer

Correct Answer: B

Question #61

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. ell the customer a new solution will soon be available

B. arefully tell the customer to get more people to use your product

C. e-assess the customer's business process and outline the capability of the solution

D. how the customer a comparison of the solution versus the competition

View answer

Correct Answer: BE

Question #62

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

A. nboarding

B. eployment

C. tilization

D. urchase

View answer

Correct Answer: A

Question #63

Which adoption barrier results from failing to identify key stakeholders?

A. issing value of product roadmap

B. ragmented purchase

C. ack of resources

D. dditional training requirements

View answer

Correct Answer: C

Question #64

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. moments of success when the customer acknowledges progress

B. successful contract renewal

C. green health scores over intermittent time periods

D. continuing results based on unexpected value

E. results that are not measurable

View answer

Correct Answer: AB

Question #65

Which term describes the gap between the features and functions customers purchases and the features and functions customers use?

A. onsumption

B. rganizational

C. inancial

D. apability

View answer

Correct Answer: A

Question #66

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. ilestones

B. ey performance indicators

C. etrics

D. enchmarks

View answer

Correct Answer: AD

Question #67

A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer SuccessManager 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 discuss the purchased solution

C. Escalate the situation to your manager and request a customer visit to understand concerns and expectations

D. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps

View answer

Correct Answer: D

Question #68

During the delivery of a security solution, adoption barriers were identified. Those barriers were addressed, and the customer's business goals are now fulfilled. The customer is pleased with their solution and shares this experience in blogs and social medi

A. n which stage is the customer?

B. doption

C. ptimize

D. xpand

E. dvocate

View answer

Correct Answer: D

Question #69

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. uarterly Success Review build and delivery

B. ervice introduction to confirm that they know how to submit service issues at the go live

C. nitial user group identified and their use cases confirmed

D. ustomer's stakeholders and their business outcomes

E. dditional features that will align with the business outcomes

View answer

Correct Answer: B

Question #70

Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?

A. ustomer Success Specialist

B. echnical Engineer

C. ales Engineer

D. olution Product Manager

View answer

Correct Answer: B

Question #71

What are two drivers for Customer Success? (Chooser two)

A. he customer trusts that Cisco support will solve any issues

B. he customer receives training for new products and services

C. he customer recognizes the value of initial use case implementations

D. he customer gives feedback about the purchased product

E. he mature and fully deployed solution is running in production

View answer

Correct Answer: BC

Question #72

DRAG DROP (Drag and Drop is not supported).Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.

A. ee Explanation section for answer

View answer

Correct Answer: A

Question #73

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

A. Delivery Team

B. Customer Success Manager

C. Account Manager

D. Customer Success Specialist

View answer

Correct Answer: B

Question #74

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. ngage with the account team to understand the expansion opportunities

B. erform a deep analysis of all the sales orders to the past 24 months

C. uild an understanding of your customer's business and market trends and priorities

D. peak the internal contacts to understand the customer sentiment and outstanding escalations

View answer

Correct Answer: C

Question #75

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

A. t provides the opportunity to address any changes in the customer's experience or actions around the solution

B. t allows the customer to identify unused licenses so they can be addressed via a service improvement plan

C. nderstanding your customer's health directly enables renewals

D. t gives the customer valuable insight so they can automatically renew critical on time

View answer

Correct Answer: C

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