Download Cisco Customer Success Manager.820-605.ExamTopics.2026-04-09.104q.tqb

Vendor: Cisco
Exam Code: 820-605
Exam Name: Cisco Customer Success Manager
Date: Apr 09, 2026
File Size: 1 MB
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Demo Questions

Question 1
Which action does a Customer Success Manager take when the customer has technical questions at an onsite Quarterly Review meeting?
  1. Answer the questions as best they can and plan an onsite follow-up training.
  2. Modify the meeting agenda and call in a technical resource.
  3. Request the customer to open a support case.
  4. Identify potential adoption challenges related to technical questions and schedule a meeting to address these questions.
Correct answer: B
Question 2
Which Customer Success activity is critical from the supplier perspective?
  1. identifying opportunities for sales expansion
  2. driving full adoption of the company’s technology across all supported solutions
  3. ensuring the customer has a success plan and is achieving each milestone in a timely manner
  4. listening carefully to the customer’s feedback and taking actions so the company’s solutions can be improved
Correct answer: C
Question 3
At which lifecycle stage does the Customer Success Manager identify the solution purchased?
  1. Onboard
  2. Purchase
  3. Implement
  4. Select
Correct answer: D
Question 4
What is an objective of the Customer Success Manager?
  1. make decisions on behalf of the customer to reduce time to value
  2. train customers to ensure they understand the full capabilities of the solution
  3. help customers recognize the self-service model
  4. solve customer problems to attain business outcomes
Correct answer: D
Question 5
Which activity should happen after successful customer value realization?
  1. Publish a case study that presents the customer success story.
  2. Identify lessons learned and see how the engagement time can be shortened.
  3. Fully engage in a feature planning session for the future.
  4. Review usage, potential roadblocks, and bottlenecks to product engagement.
Correct answer: B
Question 6
The customer purchased a solution with a specific use case in mind but has not yet expressed interest in additional use cases. Which two actions gain their commitment to add use cases? (Choose two.)
  1. Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.
  2. Recognize tools that compete with the expansion opportunity and offer discounts to switch.
  3. Conduct a discovery session to uncover their additional pain points.
  4. Provide additional training on the current use case to drive adoption.
  5. Present case studies that outline the benefits they achieved and highlight compelling metrics.
Correct answer: A, D
Question 7
What are the sources used to identify barriers?
  1. customer, product, usage
  2. people, plan, process
  3. success plan, tools, training
  4. people, process, tools
Correct answer: D
Question 8
A customer is concerned that a lot of data is presented during quarterly business reviews, but not many insights. Which action resolves this issue?
  1. Provide the customer with access to the raw data to enable them to develop their own insights.
  2. Appoint a customer representative to review the data and give specific suggestions.
  3. Explain the limitations of the available reports and offer options to provide input to develop new reports.
  4. Agree on a set of metrics and share the results and trend lines with recommendations for improvement.
Correct answer: C
Question 9
What is the order of the key elements of process improvement for Customer Success?
  1. measure, define, analyze, control, improve
  2. define, measure, analyze, improve, control
  3. define, analyze, measure, improve, control
  4. analyze, define, measure, control, improve
Correct answer: B
Question 10
What is the barrier type when end-users are having difficulties understanding the features and functionalities of the new solution?
  1. technical
  2. business
  3. operational
  4. corporate culture
Correct answer: C
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