2025 Latest Cisco 820-605 Real Exam Dumps PDF [Q13-Q35]

Q13. Which type of information should be captured during the first customer engagement?

cases escalated to technical support

expansion opportunities

customer’s desired outcomes

stakeholder map

Q14. What is the customer success objective of a Quarterly Success Review?

Evaluate renewal contract.

Introduce new products and services.

Align work effort to outcomes.

Create a success plan.

Q15. What is a type of expansion opportunity?

additional user groups

positive customer sentiment

strong stakeholder communication

using latest release versions

Q16. Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.

Q17. 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.

Q18. Refer to the exhibit.

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

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

Perform a marketing campaign and design a roadmap of new products.

Provide recommendations for training and offer scripts for learning products.

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

Q19. The customer wants to increase the number of services in their portfolio and improve the time to launch these services. Which two business outcomes are appropriate? (Choose two.)

cost efficiency

employee satisfaction

time to market

business growth

sustainability

Q20. 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 next step the Customer Success Manager should take after this conversation?

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

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

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

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

Q21. Drag and Drop Question
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.

Q22. Drag and Drop Question
An external customer case study is being created. Drag and drop the contents which show value from the left onto the right. Not all content choices are used.

Q23. Which two outcomes are expansion opportunities within customer success? (Choose two.)

expansion of solution features

renewal of solution subscription

purchase of a new solution

deployment of solution

expansion of solution services

Q24. 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.)

moments of success when the customer acknowledges progress

successful contract renewal

green health scores over intermittent time periods

continuing results based on unexpected value

results that are not measurable

Q25. Which statement describes the difference between customer success and customer sales?

Customer sales is about selling solutions to meet business needs. Customer success is about getting customers to utilize those solutions to get the value they intended.

Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about making sure the customer deploys the solution within an effective timeline.

Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about expanding the customer’s portfolio.

Customer sales is about selling solutions to meet business needs. Customer success is about finding product opportunities for sales as the customer utilizes their current solution.

Q26. Which two outcomes are expansion opportunities within customer success? (Choose two )

deployment of solution

purchase of a new solution

expansion of solution services

expansion of solution features

renewal of solution subscription

Q27. 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?

Document the session, stakeholder interests, and metrics for leadership

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

Provide technical configuration for development

Discuss new opportunities and new products to purchase

Q28. What is the main objective of customer success?

customer’s return on investment

known and unknown features of product and solutions

customer’s reduction of risk

outcomes customers are trying to achieve

Q29. Which two metrics are used by Customer Success Managers to measure customer success?
(Choose two.)

help desk data

health score

risk management

telemetry

training surveys

Q30. 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?

Contact the services team and request that they reach out to the customer to address the solution

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

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

No action is needed because the customer will probably renew and you can address the issue after the renewal

Q31. 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?

technical barrier

cultural barrier

product barrier

cost barrier

Q32. 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?

Implement staff Super Users to provide feedback

Combination of tailored surveys and IT tools-based metrics.

Measure the number of complaints raised by students.

Twice yearly student and staff surveys with two questions related to IT

Q33. What is a Quarterly Success Review?

gap analysis that focuses on the state of the customer’s current architecture

new success plan that focuses on the upcoming goals for the customer

conversation that outlines the key initiatives that are agreed upon in the success plan

technical analysis that outlines the implementation plan and adoption barriers

Q34. 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.)

Have marketing write a blog post about the new solution.

Encourage the customer to purchase updated endpoints.

Block all alternative chat and video collaboration systems.

Conduct a survey to determine which collaboration solutions users are using.

Advertise additional user training sessions throughout the organization.

Q35. What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

capability gap

financial gap

consumption gap

organizational gap

2025 Latest Cisco 820-605 Real Exam Dumps PDF [Q13-Q35]

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