Free Cisco 820-605 CSM Practice Questions 2026 Part1

Question #1

Which analysis model is used to better understand the customer business environment?

A. ashboard

B. WOT

C. enewal contract

D. ACI

View answer

Correct Answer: B

Question #2

What defines customer success?

A. the business methodology of ensuing that customers are always on the latest software releases and subscription contracts so customers can focus on core business activities

B. a measure of the Net Promoter Score resulting from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly together to deliver a positive experience

C. the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using the product or service

D. the business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion

View answer

Correct Answer: C

Question #3

Which definition of customer success is true?

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

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

C. It 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. It 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: A

Question #4

What is the main objective of customer success?

A. customerג€™s return on investment

B. known and unknown features of our product and solutions

C. customerג€™s reduction of risk

D. outcomes customers are trying to achieve

View answer

Correct Answer: D

Question #5

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 #6

A Customer Success Manager (CSM) is in a discovery session with customer leadership and explains elements to take them through the adoption journey for new solution implementation. Which information must the CSM understand from the leadership for a successful deployment journey?

A. he number of deployed solutions at the customer's site

B. hich KPIs are important to impact

C. ompany's position with competition

D. lans for renewal of the adopted solution

View answer

Correct Answer: B

Question #7

Which Customer Success activity is critical from the supplier perspective?

A. identifying opportunities for sales expansion

B. driving full adoption of the company’s technology across all supported solutions

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

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

View answer

Correct Answer: C

Question #8

What is an objective of the Customer Success Manager?

A. make decisions on behalf of the customer to reduce time to value

B. train customers to ensure they understand the full capabilities of the solution

C. help customers recognize the self-service model

D. solve customer problems to attain business outcomes

View answer

Correct Answer: D

Question #9

What is an objective of the Customer Success Manager?

A. make decisions on behalf of the customer to reduce time to value

B. train customers to ensure they understand the full capabilities of the solution

C. help customers recognize the self-service model

D. solve customer problems to attain business outcomes

View answer

Correct Answer: D

Question #10

Which metric is used to determine how much should be spent to acquire a customer?

A. ACV

B. MRR

C. LTV

D. ATR

View answer

Correct Answer: C

Question #11

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. Acustomer annual report and quarterly business reviews

B. Bsales account plan

C. Cdetailed contract inventory

D. Dquestions to validate the interpreted analytical data

E. Esupport tickets reports and diagnostic information

View answer

Correct Answer: AE

Question #12

Which action should be taken when new company leadership is forcing a competitor's solution?

A. Recheck the value realized by the current solution

B. Demonstrate how the current solution is a lower-cost solution than competitors

C. Hold an executive briefing to evaluate risks of the proposed solution

D. Tell the new leadership about the long-standing relationship between two companies

View answer

Correct Answer: A

Question #13

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

E. Reveal Answer

View answer

Correct Answer: C

Question #14

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

View answer

Correct Answer: C

Question #15

Which analysis model is used to better understand the customer business environment?

A. dashboard

B. SWOT

C. renewal contract

D. RACI

View answer

Correct Answer: B

Question #16

Which Key Performance Indicators contribute to customer value achievements?

A. profit and risk reduction

B. employee usage and training volume

C. product, services, and sales

D. cost, time, and customer satisfaction

View answer

Correct Answer: D

Question #17

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. Document the session, stakeholder interests, and metrics for leadership

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

C. Provide technical configuration for development

D. Discuss new opportunities and new products to purchase

View answer

Correct Answer: B

Question #18

Which of these is included in a success plan?

A. confidential customer information

B. customer business outcomes

C. customer HR processes

D. services cost

View answer

Correct Answer: BD

Question #19

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 ג€break fixג€ 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 #20

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. Document the session, stakeholder interests, and metrics for leadership

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

C. Provide technical configuration for development

D. Discuss new opportunities and new products to purchase

View answer

Correct Answer: B

Question #21

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

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

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

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

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

View answer

Correct Answer: A

Question #22

What is a financial implication of churn?

A. increase in service level

B. decrease in subscription

C. expansion of contract

D. decrease in discounts

View answer

Correct Answer: B

Question #23

Which Customer Success activity is critical from the supplier perspective?

A. identifying opportunities for sales expansion

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

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

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

View answer

Correct Answer: C

Question #24

While talking to employees of a customer's front-line operations, a Customer Success Manager learns that the team is evaluating a competitive solution for an existing solution they own but use minimally. What is the nextstep the Customer Success Manager should take after this conversation?

A. Host a discovery session with stakeholders to identify challenges and desired outcomes

B. Invites the stakeholders to attend technical training on different product use cases

C. Educate the operations team on the features and capabilities of the existing solution

D. Ensure the customer's procurement team is aware of the existing solution and its usage history

E. Reveal Answer

View answer

Correct Answer: A

Question #25

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: A

Question #26

What should be the primary source of information about a customer's current adoption barriers?

A. nsight from the account team

B. urrent industry trends

C. ustomer strategic goals

D. ill of materials

View answer

Correct Answer: C

Question #27

Which two Customer Success approaches should a Customer Success Manager provide for their customers that face stalled implementation? (Choose two.)

A. Sell additional training to the customer

B. Introduce new features that have been recently enabled within the product

C. Review priorities from the Success Plan with customer leadership

D. Offer upfront discounts and secure the business for as many years as possible

E. Determine if there has been a change in resourcing or stakeholders

F. Reveal Answer

View answer

Correct Answer: CE

Question #28

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

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

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

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

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

View answer

Correct Answer: B

Question #29

What is a financial implication of churn?

A. increase in service level

B. decrease in subscription

C. expansion of contract

D. decrease in discounts

View answer

Correct Answer: B

Question #30

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. Document the session, stakeholder interests, and metrics for leadership

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

C. Provide technical configuration for development

D. Discuss new opportunities and new products to purchase

View answer

Correct Answer: B

Question #31

What is an objective of the Customer Success Manager?

A. make decisions on behalf of the customer to reduce time to value

B. train customers to ensure they understand the full capabilities of the solution

C. help customers recognize the self-service model

D. solve customer problems to attain business outcomes

View answer

Correct Answer: D

Question #32

During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from CompanyABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?

A. data

B. operational

C. business

D. technical

E. Reveal Answer

View answer

Correct Answer: C

Question #33

What is a financial implication of churn?

A. increase in service level

B. decrease in subscription

C. expansion of contract

D. decrease in discounts

View answer

Correct Answer: B

Question #34

What is a financial implication of churn?

A. increase in service level

B. decrease in subscription

C. expansion of contract

D. decrease in discounts

View answer

Correct Answer: B

Question #35

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

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

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

D. Research 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 #36

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: C

Question #37

Which of these is included in a success plan?

A. confidential customer information

B. customer business outcomes

C. customer HR processes

D. services cost

View answer

Correct Answer: BD

Question #38

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. Document the session, stakeholder interests, and metrics for leadership

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

C. Provide technical configuration for development

D. Discuss new opportunities and new products to purchase

View answer

Correct Answer: B

Question #39

Which analysis model is used to better understand the customer business environment?

A. dashboard

B. SWOT

C. renewal contract

D. RACI

View answer

Correct Answer: B

Question #40

What is an objective of the Customer Success Manager?

A. make decisions on behalf of the customer to reduce time to value

B. train customers to ensure they understand the full capabilities of the solution

C. help customers recognize the self-service model

D. solve customer problems to attain business outcomes

View answer

Correct Answer: D

Question #41

Which two components of Key Performance Indicators contribute to customer value achievement? (Choose two.)

A. quality of service performance data

B. increased hours of operation

C. speed to resolution of service requests

D. customer sentiment

E. upgrading to the latest version of the software

View answer

Correct Answer: AC

Question #42

A customer recently reached the Use Stage for Network Provisioning and Operations in the Data Center Network solution domain. Which action should be recommended?

A. Overview the security of the purchased solution and policy best practices

B. Learn the solution concepts

C. Become familiar with the fundamentals of the purchased solution

D. Understand the architecture of the purchased solution

View answer

Correct Answer: D

Question #43

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

A. completion of customer training

B. confirmation of customer business outcomes

C. review of product roadmap

D. scheduling of Quarterly Success Review

E. agreement of key stakeholders

View answer

Correct Answer: BE

Question #44

What is a financial implication of churn?

A. ncrease in service level

B. ecrease in subscription

C. xpansion of contract

D. ecrease in discounts

View answer

Correct Answer: B

Question #45

Which topics must be covered during a Quarterly Success Review to ensure that outcomes are achieved?

A. Athe success plan, the agreed priorities, and the planned outcomes

B. Btechnical support cases in flight and support options

C. Cstakeholder mapping and planned training sessions

D. Dupcoming contract renewal and expansion opportunities

View answer

Correct Answer: A

Question #46

Refer to the exhibit. Which action should the Customer Success Manager take to improve the health index of Company B?

A. AAnalyze annual recurring revenue growth and reduce renewal risks associated with technology

B. BPerform a marketing campaign and design a roadmap of new products

C. CProvide recommendations for training and offer scripts for learning products

D. DObserve the net promoter scores and how likely the customer is to create a success story

View answer

Correct Answer: C

Question #47

What is an objective of the Customer Success Manager?

A. make decisions on behalf of the customer to reduce time to value

B. train customers to ensure they understand the full capabilities of the solution

C. help customers recognize the self-service model

D. solve customer problems to attain business outcomes

View answer

Correct Answer: D

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Free Cisco 820-605 CSM Practice Questions 2026 Part1

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DON'T WANT TO MISS A THING?

Latest Cisco, PMP, AWS, CompTIA, Microsoft Materials on SALE Get Now

Free Cisco 820-605 CSM Practice Questions 2026 Part1

View The Updated 820-605 Exam Questions

View Answers after Submission

Latest Cisco, PMP, AWS, CompTIA, Microsoft Materials on SALE
Get Now