Cisco 820-605 Cisco Customer Success Manager Online Training
Cisco 820-605 Online Training
The questions for 820-605 were last updated at Oct 23,2025.
- Exam Code: 820-605
- Exam Name: Cisco Customer Success Manager
- Certification Provider: Cisco
- Latest update: Oct 23,2025
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.)
- A . moments of success when the customer acknowledges progress
- B . successful contract renewal
- C . green health scores over intermittent time periods
- D . continuing results based on unexpected value
- E . results that are not measurable
A customer voices frustration because the purchased solution is not being adopted as expected within the organization, and the organization’s new leadership does not have a historical perspective of the expected outcomes.
Which two activities should the Customer Success Manager initiate to create mitigation plans to address these risk factors? (Choose two)
- A . Research the list of accelerators.
- B . Review the account health score.
- C . Analyze the adoption report.
- D . Examine the recent QBR results.
- E . Evaluate the architecture value cards.
Which activity reduces the risk of chum?
- A . providing a discount on renewal
- B . lowering the service level
- C . expanding the customer footprint
- D . educating on product features
What defines customer success?
- A . the business methodology of ensuing that customers are always on the latest software releases and subscription contracts so customers can focus on core business activities.
- B . a measure of the Net Promoter Score resulting from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly together to deliver a positive experience.
- C . the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using the product or service.
- D . the business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
What is the first step a Customer Success Manager should take to identify why the solution was purchased?
- A . Review the bill of materials
- B . Evaluate the Customer Success Plan
- C . Collaborate with the sales team.
- D . Engage with the customer
The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties.
Which best practice will help prevent this type of disagreement?
- A . Adopt a lifecycle approach with a proactive review of service performance against KPIs.
- B . Have the CSM define how value should be measured at the end of the contract period.
- C . Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
- D . Have the CIO define a clear IT strategy and implement the suggestions immediately.
Which element evaluates a customer outcome?
- A . key performance indicators
- B . milestones
- C . metrics
- D . benchmarks
Which Key Performance Indicators contribute to customer value achievements?
- A . profit and risk reduction
- B . employee usage and training volume
- C . product, services, and sales
- D . cost, time, and customer satisfaction
What is a consideration in evaluating readiness for adoption?
- A . Identify features or functions that are not deployed or underutilized.
- B . Identify potential accelerators that could optimize performance.
- C . Review customer acceptance test plan.
- D . Validate that all required items have been purchased.
What is Quarterly Success Review?
- A . new success plan that focuses on the upcoming goals for the customer.
- B . gap analysis that focuses on the state of the customer’s current architecture.
- C . technical analysis that outlines the implementation plan and adoption barriers.
- D . a conversation that outlines key initiatives that are agreed upon in the success plan.
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