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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.

• 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.

• 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.

• 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.

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Q44. Which element of the renewal risk analysis is associated with a customer’s requests to maintain existing pricing?

 customer budget

 adoption barriers

 value realization

 competitive differentiation

Q45. Which statement describes an end user adoption barrier?

 There are insufficient licenses for additional staff from a newly acquired company to use the solution.

 The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.

 The budget is insufficient to implement the solution for a new branch of the business.

 Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

Explanation/Reference: https://useriq.com/user-adoption-barriers/

Q46. Refer to the exhibit. Which initial action does a Customer Success Manager take?

 Run analysis on all the license types used by the customer on all platforms

 Share the report with the customer point of contact for license types B and D and determine causes

 Provide trending information on license types B and D and share with all stakeholders

 Inform the Sales Account Manager to position a new version of licenses types B and D with additional features

Q47. 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?

 service introduction to confirm that they know how to submit service issues at the go live

 additional features that will align with the business outcomes

 initial user group identified and their use cases confirmed ) customer’s stakeholders and their business outcomes

 Quarterly Success Review build and delivery

Q48. Which type of KPl is of the most interest to Customer Success?

 business KPIs that define progress to the Business Outcome

 IT services KPIs for operations

 sales KPIs for revenue generation

 OPEX KPIs that define the operational costs of the company

Q49. 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

Q50. 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.

Q51. You are a Customer Success Manager and have just been assigned a strategic new account. Which course of action is the best to help you prepare for the first customer introduction meeting?

 Engage with the account team to understand the expansion opportunities

 Perform a deep analysis of all the sales orders to the past 24 months

 Build an understanding of your customer’s business and market trends and priorities

 Speak the internal contacts to understand the customer sentiment and outstanding escalations

Q52. Which type of analytics has telemetry that shows the customer’s use of the software and defines what has happened to date?

 descriptive

 diagnostic

 prescriptive

 predictive

Q53. Which two actions are critical when communicating with executives? (Choose two).

 Keep services as a primary topic.

 Focus on the value achieved.

 Focus on technical details.

 Incorporate the sales team’s plan.

 Target executive priorities

Q54. 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?

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

 Measure the number of complaints raised by students

 Combination of tailored surveys and IT tools-based metrics

 Implement staff Super Users to provide feedback

Explanation
Explanation/Reference:

Q55. What is Quarterly Success Review?

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

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

 technical analysis that outlines the implementation plan and adoption barriers.

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

Q56. Why should a customer’s success be documented?

 to establish KPIs that measure success

 to provide awareness of the value achieved by the solution

 to provide expansion opportunities for the sales team

 to document roles and responsibilities for project management

Q57. What is Quarterly Success Review?

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

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

 technical analysis that outlines the implementation plan and adoption barriers.

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

Q58. 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.

Q59. Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

 No action is necessary as long as the health index is green

 Observe the online image of the customer

 Review and update the success plan for ongoing activities

 Manage the service issues and escalations

 Join the sales and marketing strategy meetings

Q60. Which activity reduces the risk of chum?

 providing a discount on renewal

 lowering the service level

 expanding the customer footprint

 educating on product features

Q61. 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 two main barriers to adoption does the customer face? (Choose two.)

 process barrier

 technical barrier

 cost barrier

 cultural barrier

 product barrier

Q62. Which task drives advocacy with customer stakeholders?

 creating a success story

 creating a Customer Success Plan

 creating technical documentation

 creating a stakeholder map

Q63. The customer wants to reduce their exposure to security events. Which business outcome is critical to the company’s success?

 risk management

 market growth

 sustainability

 cost efficiency

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