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Cisco 820-605 認定試験の出題範囲：
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質問 44
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. expansion of solution services
- B. expansion of solution features
- C. deployment of solution
- D. renewal of solution subscription
- E. purchase of a new solution
正解: A,B
質問 45
Which one of the following solutions enable business outcomes in the financial industry?
- A. Internet of Everything
- B. Medianet
- C. Remote Expert
- D. Plant Floor Control Network
- E. Multilayer Switching
正解: C
質問 46
Which of these is included in a success plan?
- A. customer HR processes
- B. confidential customer information
- C. services cost
- D. customer business outcomes
正解: C
質問 47
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.
正解:
解説:
質問 48
Which tool is used by a Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?
- A. Health Index Report
- B. KPIs
- C. Stakeholder Map
- D. RACI
正解: D
質問 49
What is the purpose of capturing moments of success with a customer?
- A. expanding the purchased solution
- B. validating deployment of the solution
- C. renewing the contract and subscription
- D. recognizing the value of the engagement
正解: D
質問 50
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. Tell the customer a new solution will soon be available
- C. Carefully tell the customer to get more people to use your product
- D. Show the customer a comparison of the solution versus the competition
正解: A
質問 51
What is the best method to measure customer consumption of technology?
- A. recurring revenue management
- B. content management
- C. telemetry and analytics
- D. enterprise CRM and incident management
正解: C
質問 52
In which lifecycle stage would a lack of skilled resources be identified as a barrier?
- A. sales proof of concept
- B. early-stage adoption
- C. late-stage adoption
- D. solution renewal
正解: A
質問 53
Why should a customer's success be documented?
- A. to provide expansion opportunities for the sales team
- B. to provide awareness of the value achieved by the solution
- C. to document roles and responsibilities for project management
- D. to establish KPIs that measure success
正解: D
質問 54
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?
- A. Engage with the account team to understand the expansion opportunities.
- B. Perform a deep analysis of all the sales orders for the past 24 months.
- C. Speak with internal contacts to understand the customer sentiment and outstanding escalations.
- D. Build an understanding of your customer's business and market trends and priorities.
正解: D
質問 55
What is a financial implication of churn?
- A. contract expansion
- B. increased production
- C. loss of revenue
- D. reduced product utilization
正解: C
質問 56
Which expense is an operating expense (OPEX)?
- A. office improvements
- B. software
- C. computer equipment
- D. payroll
正解: B
質問 57
Which type of analytics has telemetry that shows the customer's use of the software and defines what has happened to date?
- A. prescriptive
- B. predictive
- C. descriptive
- D. diagnostic
正解: D
質問 58
A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?
- A. Evaluate the availability of resources to work on the problem.
- B. Engage a specialist to identity a technical solution or workaround.
- C. Conduct an assessment of the business impact of the problem.
- D. Establish a timeline of when a solution must be in place.
正解: C
質問 59
Which two activities support Customer Success planning? (Choose two.)
- A. KPI tracking
- B. quality control
- C. adoption barrier identification
- D. service delivery program management
- E. service ticket tracking
正解: C,D
質問 60
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?
- A. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
- B. Contact the services team and request that they reach out to the customer to address the solution
- C. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
- D. No action is needed because the customer will probably renew and you can address the issue after the renewal
正解: A
質問 61
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
- B. The accelerated pace of innovation in the era of the Internet of Things confuses many customers.
A CSM helps sales position the right technologies that will accelerate success for their business. - C. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
- D. Service organizations must evolve from a "break fix" business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption.
The CSM advises and professional services team on the best services to position.
正解: C
質問 62
A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership. Which action does the Customer Success Manager take first?
- A. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
- B. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps
- C. Engage the service delivery manager and request two days of free consultation for the customer
- D. Escalate the situation to your manager and request a customer visit to understand concerns and expectations
正解: B
質問 63
Which action should be taken to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?
- A. Provide break-fix support for technical problems experienced or observed by the customer.
- B. Provide direct and in-depth technical expertise upon customer request.
- C. Provide training content to address current and existing barriers.
- D. Provide a detailed cost structure for the management team.
正解: B
質問 64
Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)
- A. telemetry
- B. training surveys
- C. help desk data
- D. risk management
- E. health score
正解: A,E
質問 65
Refer to the exhibit.
What is the problem with this RACI example?
- A. More stakeholders should be involved.
- B. Every task should have four people consulted.
- C. No one has multiple roles.
- D. Too many people are accountable for this task.
正解: D
質問 66
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