Cisco 820-605 exam covers a wide range of topics, including customer success principles, customer engagement, portfolio management, technology adoption, and customer advocacy. 820-605 exam is designed to validate the candidate's ability to manage customer relationships, understand customer needs and goals, and help customers achieve their desired outcomes through the use of technology.
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Cisco 820-605 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Success Plan Creation | 25% | - Stakeholder engagement and alignment - Customer journey mapping - Success planning and goal setting |
| Barrier Management | 25% | - Identifying adoption barriers - Developing barrier removal strategies - Overcoming resistance and technical hurdles |
| Renewals and Expansion | 15% | - Driving customer loyalty and growth - Identifying expansion opportunities - Renewal strategies and processes |
| Customer Success Management | 20% | - Usage data interpretation and analysis - Customer engagement and relationship building - Continuous value orchestration |
| Customer Success Industry Knowledge | 15% | - Value realization and business outcomes - Customer lifecycle management - Customer Success trends and market dynamics |
Cisco Customer Success Manager Sample Questions:
What are two examples of expand opportunities? (Choose two.)
- A. providing solution optimization services
- B. training on existing features
- C. increasing license count
- D. adding headcount to manage solution by the customer
- E. hosting an executive review
Correct Answer: A,C 🗳️
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In which lifecycle stage would a lack of skilled resources be identified as a barrier?
- A. late-stage adoption
- B. solution renewal
- C. early-stage adoption
- D. sales proof of concept
Correct Answer: C 🗳️
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What are two customer advantages of purchasing subscription licenses? (Choose two.)
- A. It creates high aftermarket resale value.
- B. It provides the customer with a pay per use model.
- C. Software maintenance is offered through a separate contract.
- D. It enables software providers to control customer consumption.
- E. The customer can discontinue the subscription if value is not realized.
Correct Answer: B,E 🗳️
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The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?
- A. Re-enforce the time to value of the solution
- B. Give the customer a discount on a future purchase
- C. Provide the customer with a chargeable deployment service
- D. Suggest that the customer replace their existing staff
Correct Answer: A 🗳️
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You notice a decline over time in your customer's usage of your product. Which action do you consider?
- A. Re-assess the customer's business process and outline the capability of the solution
- B. Carefully tell the customer to get more people to use your product
- C. Show the customer a comparison of the solution versus the competition
- D. Tell the customer a new solution will soon be available
Correct Answer: A 🗳️
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