Pass Digital Transformation Specialist 820-605 exam [Mar 12, 2023] Updated 124 Questions
Cisco 820-605 Actual Questions and 100% Cover Real Exam Questions
Cisco 820-605 Exam Topics:
| Section | Weight | Objectives |
|---|---|---|
| Customer Success Industry | 15% | - Explain the key drivers creating the need for Customer Success - Define customer success (expected and unexpected value) - Explain the customer lifecycle journey - Compare customer success, customer support and sales - Explain the value proposition for customer success
- Explain different IT purchasing and consumption models
- Identify the key metrics for customer success
- Explain the financial implication of the following metrics
- Describe customer engagement models based on customer segmentation
- Describe the objectives of the Customer Success Manager |
| Customer Success Management | 20% | - Explain the elements of customer onboarding
- Explain the purpose of essential customer management activities
- Explain communication needs of stakeholders
- Describe the Quarterly Success Review process |
Topics Covered in Official Exam
The domains below act as a prep guide by revealing the type of questions to expect in the main exam. Each objective has a particular percentage of the total content and comprises the following syllabus:
- Customer Success Industry
About 15% of the exam questions come from this domain. You are expected to define customer success as well as explain the main facilitators that create the demand for it. Also, you should have a clear knowledge of the lifecycle journey of customers and correlate customer support, success, and sales.
- Barrier Management
This topic contains about 25% of the exam content. The relevant subjects you should know include the identification of the kinds of customer obstacles and the description of the tools and processes used to identify these barriers. Then, you should also know how to identify steps that could cause an imbalance between the project duration and value derived by a customer.
- Expand Opportunities and Renewal
This segment takes up about 15% of the test. Relevant subtopics include the description of the various types of expanding opportunities, the identification of the possible opportunities for expansion throughout any customer lifecycle. Learning about adoption campaigns and how they can reveal expansion opportunities is also another step you should take before attempting the Cisco 820-605.
- Customer Success Management
About 20% of the test items come from this section. Here, you may be asked to explain different components in the customer onboarding procedure plus the basis of fundamental customer management processes. You should also be able to discuss the communication necessities of stakeholders and note the chances for clients to play the role of supporters.
- Success Plan Creation
This part comprises 25% of the test questions. From this topic, you should be able to describe the detailed components of a customer success plan and point out the significant success factors to link to business results. Moreover, you may be asked to give detailed information on the sought-after business results with the help of info from major stakeholders.
Topics of Cisco 820-605: Cisco Customer Success Manager Exam
candidates must know the exam topics before they start preparation. Because it will help them in hitting the core. Our 820-605 exam dumps will include the following topics:
Experience working with customers to determine, measure, and deliver business outcomes through the implementation of technology Outline
Describe the tools that the Customer Success Manager uses to ensure the customer experience
Describe the lifecycle approach to customer experience
Describe the role of the Customer Success Manager
Transition to Subscription Econo
- Customer and Industry Trends
- Impact of Customer Success on Business Practices
- Defining Customer Success and the CSM Role
Engaging the Customer for Succe
Engaging the Customer for Success Addressing Barriers
Customer Success Management Activiti
- Customer Success Management Activities
- Expand and Renewals
- Success Plan Elements
NEW QUESTION 71
Refer to the exhibit.
What is the problem with this RACI example?
- A. Every task should have four people consulted.
- B. Too many people are accountable for this task.
- C. No one has multiple roles.
- D. More stakeholders should be involved.
Answer: B
NEW QUESTION 72
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. review of product roadmap
- C. agreement of key stakeholders
- D. confirmation of customer business outcomes
- E. scheduling of Quarterly Success Review
Answer: A,C
NEW QUESTION 73
What is the first step a Customer Success Manager should take to identify why the solution was purchased?
- A. Evaluate the Customer Success Plan
- B. Engage with the customer
- C. Review the bill of materials
- D. Collaborate with the sales team.
Answer: B
NEW QUESTION 74
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. employee satisfaction
- B. credibility
- C. risk management
- D. cost efficiency
- E. sustainability
Answer: A,D
NEW QUESTION 75
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. Quarterly Success Review build and delivery
- B. customer's stakeholders and their business outcomes
- C. additional features that will align with the business outcomes
- D. service introduction to confirm that they know how to submit service issues at the go live
- E. initial user group identified and their use cases confirmed
Answer: B,D
NEW QUESTION 76
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. Contact the product operations team to review the telemetry and offer insights to the customer.
- C. Review the support case history to identify product quality or customer education issues.
- D. Engage the sales team to upsell the solution and offer options and product diversity to the customer.
Answer: A
NEW QUESTION 77
What is the purpose of targeted use cases?
- A. They function without the purchase of additional services.
- B. They highlight the product differentiation from a competitor.
- C. They provide customers with ways to take advantage of additional features.
- D. They define how a solution is applied to enable a desired outcome.
Answer: B
NEW QUESTION 78
The Customer Success Manager notices that their customer has delayed going into production.
Which action does the Customer Success Manager consider?
- A. Give the customer a discount on a future purchase
- B. Provide the customer with a chargeable deployment service
- C. Re-enforce the time to value of the solution
- D. Suggest that the customer replace their existing staff
Answer: C
NEW QUESTION 79
Which tool is used by a Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?
- A. Stakeholder Map
- B. KPIs
- C. Health Index Report
- D. RACI
Answer: A
NEW QUESTION 80
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?
- A. current existing products that are being displaced by the solution
- B. product use case that will achieve the desired outcome
- C. current configuration guide of the product solution
- D. KPI that will be improved by the new product solution
Answer: B
NEW QUESTION 81
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. purchase of a new solution
- B. expansion of solution services
- C. deployment of solution
- D. expansion of solution features
- E. renewal of solution subscription
Answer: A,D
NEW QUESTION 82
What is the order of the key elements of process improvement for Customer Success?
- A. define, measure, analyze, improve, control
- B. measure, define, analyze, control, improve
- C. analyze, define, measure, control, improve
- D. define, analyze, measure, improve, control
Answer: A
NEW QUESTION 83
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. Discuss new opportunities and new products to purchase
- C. Provide technical configuration for development
- D. Create a success plan to be reviewed with the customer at the next review meeting
Answer: D
NEW QUESTION 84
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. network utilization, number of meetings user initiated, number of users
- 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. number of users registered, bandwidth utilization, number of training sessions user joined
Answer: C
NEW QUESTION 85
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. Contact the services team and request that they reach out to the customer to address the solution
- B. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
- C. No action is needed because the customer will probably renew and you can address the issue after the renewal
- D. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
Answer: B
NEW QUESTION 86
What are two drivers for Customer Success? (Chooser two)
- A. The customer gives feedback about the purchased product.
- B. The mature and fully deployed solution is running in production.
- C. The customer receives training for new products and services.
- D. The customer recognizes the value of initial use case implementations.
- E. The customer trusts that Cisco support will solve any issues.
Answer: C,D
NEW QUESTION 87
From a Customer Success perspective, which reason to monitor your customer's health is the most important?
- A. It gives the customer valuable insight so they can automatically renew critical on time
- B. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
- C. Understanding your customer's health directly enables renewals
- D. It provides the opportunity to address any changes in the customer's experience or actions around the solution
Answer: C
NEW QUESTION 88
Which type of KPI is of the most interest to Customer Success?
- A. business KPIs that define progress to the Business Outcome
- B. OPEX KPIs that define the operational costs of the company
- C. IT services KPIs for operations
- D. sales KPIs for revenue generation
Answer: A
NEW QUESTION 89
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820-605 Free Exam Questions and Answers PDF Updated on Mar-2023: https://drive.google.com/open?id=1dRTJkiTOp_EE4K3INztz2PVfrwZaABZ0