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Free Cisco 820-605 CSM Practice Questions 2026 Part2

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Question #1
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. 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

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Question #2
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 #3
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 #4
A large university has deployed a new IT solution designed to improve the overall student and staffexperience. Which approach will best measure success?
A. dminister twice-yearly student and staff surveys with two question related to IT
B. easure the number of complaints raised by students
C. se a combination of tailored surveys and IT tools-based metrics
D. mplement staff Super Users to provide feedback
View answer
Correct Answer: C
Question #5
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 #6
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 #7
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 #8
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 #9
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 #10
What is a lagging indicator?
A. increase in the number of trained users
B. adoption of a product
C. development of a new product
D. increase in the net promoter score
View answer
Correct Answer: D
Question #11
Which type of KPI is of the most interest to Customer Success?
A. business KPIs that define progress to the Business Outcome
B. sales KPIs for revenue generation
C. IT services KPIs for operations
D. OPEX KPIs that define the operational costs of the company
View answer
Correct Answer: A
Question #12
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 #13
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 #14
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 #15
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 #16
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 #17
What is a lagging indicator of the customer achieving the value proposition?
A. roduct deployment
B. ontract renewal
C. ecrease in the number of problem reports
D. ovement to evaluate stage
View answer
Correct Answer: B
Question #18
What is a lagging indicator?
A. increase in the number of trained users
B. adoption of a product
C. development of a new product
D. increase in the net promoter score
View answer
Correct Answer: D
Question #19
Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)
A. Ahelp desk data
B. Bhealth score
C. Crisk management
D. Dtelemetry
E. Etraining surveys
View answer
Correct Answer: BD
Question #20
What is a key driver that is creating the need for customer success?
A. Afinancial resources
B. Bsubscription economy
C. Cadvanced specializations
D. Dportfolio management
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
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. risk management
B. credibility
C. business growth
D. cost efficiency
E. sustainability
F. Reveal Answer
View answer
Correct Answer: BC
Question #23
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 #24
What is a key driver that is creating the need for customer success?
A. financial resources
B. subscription economy
C. advanced specializations
D. portfolio management
View answer
Correct Answer: B
Question #25
What is the value proposition of customer success for customers?
A. incremental rewards
B. business vision support
C. technical assistance prioritization
D. external publicity
View answer
Correct Answer: B
Question #26
What is an objective of the Customer Success Manager?
A. ake decisions on behalf of the customer to reduce time to value
B. rain customers to ensure they understand the full capabilities of the solution
C. elp customers recognize the self-service model
D. olve customer problems to attain business outcomes
View answer
Correct Answer: D
Question #27
How should a Customer Success Manager resolve a customer's skill gap for a new product?
A. reate a blog post to publish on the company's engineering community website
B. eliver skills required by role with associated training for the product
C. mail a technical material link to customer stakeholders
D. llow the customer time to initiate action to address skill gaps on their terms
View answer
Correct Answer: B
Question #28
What is a key driver that is creating the need for customer success?
A. financial resources
B. subscription economy
C. advanced specializations
D. portfolio management
View answer
Correct Answer: B
Question #29
Which action does a Customer Success Manager take when the customer has technical questions at an onsite Quarterly Review meeting?
A. Modify the meeting agenda and call in a technical resource
B. Request the customer to open a support case
C. Answer the questions as best they can and plan an onsite follow-up training
D. Identify potential adoption challenges related to technical questions and schedule a meeting to address these questions
View answer
Correct Answer: D
Question #30
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 #31
A large university has deployed a new IT solution designed to improve the overall student and staff experience.Which approach will best measure success?
A. Administer twice-yearly student and staff surveys with two questions related to IT
B. Measure the number of complaints raised by students
C. Use a combination of tailored surveys and IT tools-based metrics
D. Implement staff Super Users to provide feedback
View answer
Correct Answer: C
Question #32
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 #33
What is the value proposition of customer success for customers?
A. incremental rewards
B. business vision support
C. technical assistance prioritization
D. external publicity
View answer
Correct Answer: B
Question #34
How should a Customer Success Manager resolve a customer's skill gap for a new product?
A. Allow the customer time to initiate action to address skill gaps on their terms
B. Create a blog post to publish on the company's engineering community website
C. Deliver skills required by role with associated training for the product
D. Email a technical material link to customer stakeholders
View answer
Correct Answer: C
Question #35
What is a lagging indicator?
A. increase in the number of trained users
B. adoption of a product
C. development of a new product
D. increase in the net promoter score
View answer
Correct Answer: D
Question #36
What is the main objective of customer success?
A. customer's return on investment
B. known and unknown features of product and solutions
C. customer's reduction of risk
D. outcomes customers are trying to achieve
E. Reveal Answer
View answer
Correct Answer: D
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
What is a lagging indicator?
A. increase in the number of trained users
B. adoption of a product
C. development of a new product
D. increase in the net promoter score
View answer
Correct Answer: D
Question #39
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 #40
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 #41
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 #42
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 #43
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 #44
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 #45
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 #46
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 adoption
B. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase
C. IT is increasingly adopting new consumption models
D. The accelerated pace of innovation in the era of the Internet of Things confuses many customers
View answer
Correct Answer: C

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