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How to Prepare for Cisco 820-605: Cisco Customer Success Manager Exam

Preparation Guide for Cisco 820-605: Cisco Customer Success Manager Exam

Introduction

Cisco has created a track for IT professionals to certify as a Cisco Video infrastructure on the Cisco platform. This certification program provides Cisco professionals with a way to demonstrate their skills. The assessment is based on a rigorous exam using the industry-standard methodology to determine whether a candidate meets Cisco's proficiency standards.

According to Cisco, a Cisco 820-605 exam enables organizations to leverage basic next-generation intrusion prevention systems, firewall security concepts, and the Cisco Firepower system components and features. With a thorough understanding of Cisco Video Servers and endpoints, an individual can design, develop, and manage robust, secure, scalable, highly available, and dynamic unified solutions to drive business objectives.

Certification is evidence of your skills, expertise in those areas in which you like to work. If a candidate wants to work on Securing Cisco Networks with FireSIGHT Intrusion Prevention System: 820-605 and prove his knowledge, Certification is offered by Cisco.

This Cisco 820-605 exam Certification helps a candidate to validates his skills in Cisco 820-605 exam Technology.

In this guide, we will cover the 820-605 exam dumps, Cisco 820-605 exam Certified professional salary and all aspects of the Cisco 820-605 exam Certification. This guide also includes 820-605 practice exams information.

Cisco 820-605 exam consists of 60-70 questions that need to be completed within 90 minutes. 820-605 exam is available in English and Japanese languages and can be taken online or in-person at a Pearson VUE test center. Upon passing the exam, individuals will receive the Cisco Customer Success Manager Specialist certification, which demonstrates their proficiency in customer success management and their commitment to excellence in their field.

 

NEW QUESTION # 77
Which outcome is the best that a Customer Success Manager ran achieve for a customer?

• A. adoption of all the licenses and features the customer purchased leading to expansion to improve the customers' business
• B. removing barriers so the customer achieves the fastest time to value possible from the solution they purchased
• C. ensuring the customers deployment teams and end users are trained and ready to adopt the technology
• D. full adoption of all the technologies the customer purchased

Answer: D

NEW QUESTION # 78
Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?

• A. Solution Product Manager
• B. Customer Success Specialist
• C. Technical Engineer
• D. Sales Engineer

Answer: C

Explanation:
The issue here is a technical one that is causing the adoption barrier so it would be technical specialist that would need to be engaged to help resolve this. The CSS could certainly be involved but when that person realised that the barrier was purely technical they should be engaging the technical specialist to resolve it.

NEW QUESTION # 79
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. Learn the solution concepts.
• B. Understand the architecture of the purchased solution.
• C. Overview the security of the purchased solution and policy best practices.
• D. Become familiar with the fundamentals of the purchased solution.

Answer: B

Explanation:
When a customer reaches the Use Stage for Network Provisioning and Operations in the Data Center Network solution domain, the recommended action is to understand the architecture of the purchased solution. This understanding is crucial as it allows the customer to fully utilize the features and capabilities of the solution, ensuring they can optimize their network operations effectively. It also enables them to identify areas where they can improve efficiency and performance, which is essential for achieving the desired outcomes from their investment in the technology.
References:
*Cisco's official page on Customer Success Manager certification1.
*Lifecycle Advantage blog by Cisco, highlighting the importance of overcoming adoption barriers and helping customers progress through the lifecycle journey2.
*CSM Exam Overview on Cisco Learning Network, which outlines the knowledge and skills tested in the exam

NEW QUESTION # 80
The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution. Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)

• A. Create a new Health Index dashboard with the Sales team.
• B. Schedule Quarterly Business Review with the new leadership team.
• C. Evaluate the customer's expertise in managing the purchased solution.
• D. Review the original business case and reassess desired outcomes with the new leadership team.
• E. Examine solution pricing with the Renewals Manager.

Answer: B,D

Explanation:
To mitigate the risk of lack of adoption with a new leadership team, the Customer Success Manager must schedule a Quarterly Business Review with the new leadership team and review the original business case to reassess desired outcomes with them. These activities ensure alignment on expectations and provide an opportunity to address any concerns the new leadership may have67.

NEW QUESTION # 81
Which expense is aN operating expense (OPEX)?

• A. payroll
• B. computer equipment
• C. software
• D. office improvements

Answer: A

NEW QUESTION # 82
Which method is directly associated with evaluating a customer outcome?

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

Answer: A

Explanation:
One way that we can deliver value to this individual is by sharing industry best practices around the use of our solution set as well as benchmark data on how their organization is performing versus industry peers.

NEW QUESTION # 83
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. credibility
• B. cost efficiency
• C. sustainability
• D. risk management
• E. employee satisfaction

Answer: B,E

NEW QUESTION # 84
Which definition of customer success is true?

• A. 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.
• 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 achieve their expected and unexpected outcomes while using your product or service.
• D. 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.

Answer: C

Explanation:
Customer Success is the business methodology of ensuring customers achieve their desired outcomes while using your product or service.
https://www.gainsight.com/guides/the-essential-guide-to-customer-success/

NEW QUESTION # 85
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. credibility
• B. cost efficiency
• C. sustainability
• D. risk management
• E. employee satisfaction

Answer: B,E

NEW QUESTION # 86
A customer has six technical support cases open that are related to user connectivity that havenegatively impacted the customer health scores for product quality and customer sentiment. After the Customer Success Manager assesses the business impact, which action creates a mitigation plan?

• A. Offer the customer a discount because of their problems.
• B. Establish a timeline of when a solution must be in place.
• C. Request a meeting with customer executives.
• D. Ensure the escalation to technical specialists.

Answer: D

Explanation:
When faced with technical support cases that negatively impact customer health scores, the Customer Success Manager should prioritize resolving the underlying issues. Ensuring the escalation to technical specialists is a critical action that facilitates a focused approach to diagnosing and resolving the connectivity problems.
Technical specialists have the expertise to delve into the specifics of the cases and work towards a timely and effective resolution. References: Best practices in customer success management emphasize the importance of addressing product quality issues promptly and efficiently, leveraging the expertise of technical specialists to restore customer confidence and sentiment.

NEW QUESTION # 87
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.

Answer:

Explanation:

NEW QUESTION # 88
The customer wants to increase theit market share and protect brands reputation. Which two business outcomes are critical to the company's success? (Choose two )

• A. credibility
• B. sustainability
• C. risk management
• D. business growth
• E. cost efficiency

Answer: A,D

NEW QUESTION # 89
What is a common indicator of customer health?

• A. number of licenses purchased
• B. customer satisfaction metric
• C. number of services purchased
• D. amount of money spent on the solution

Answer: B

NEW QUESTION # 90
Which action should a Customer Success Manager take when the product utilization score is not improving?

• A. Conduct customer interviews to understand current adoption barriers and develop a solution plan.
• B. Review the support case history to identify product quality or customer education issues.
• C. Contact the product operations team to review the telemetry and offer insights to the customer.
• D. Engage the sales team to upsell the solution and offer options and product diversity to the customer.

Answer: A

NEW QUESTION # 91
What is a business adoption barrier?

• A. solution is not implemented
• B. customer lacks technical knowledge
• C. lack of customer stakeholder
• D. services are unpurchased

Answer: B

NEW QUESTION # 92
The customer purchased a solution with a specific use case in mind but has not yet expressed interest in additional use cases. Which two actions gain their commitment to add use cases?
(Choose two.)

• A. Provide additional training on the current use case to drive adoption.
• B. Conduct a discovery session to uncover their additional pain points.
• C. Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.
• D. Recognize tools that compete with the expansion opportunity and offer discounts to switch.
• E. Present case studies that outline the benefits they achieved and highlight compelling metrics.

Answer: A,C

NEW QUESTION # 93
Which task drives advocacy with customer stakeholders?

• A. creating a stakeholder map
• B. creating a success story
• C. creating technical documentation
• D. creating a Customer Success Plan

Answer: D

NEW QUESTION # 94
What is the order of the key elements of process improvement for Customer Success?

• A. define, analyze, measure, improve, control
• B. measure, define, analyze, control, improve
• C. define, measure, analyze, improve, control
• D. analyze, define, measure, control, improve

Answer: C

NEW QUESTION # 95
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