2024年最新の820-605試験資料820-605学習ガイド
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Cisco 820-605試験は、Ciscoのカスタマーサクセスマネージャーになりたい個人の知識とスキルをテストするように設計されています。この試験は、顧客成功管理の専門知識を実証したい専門家向けの認定プログラムです。 Cisco Customer Success Managerは、顧客がCiscoソリューションとサービスを最大限に活用できるようにする責任があります。この試験は、この役割に必要なスキルと知識を検証するのに最適な方法です。
質問 # 70
Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago. The client has requested a meeting to improve the situation. Which reports are critical to the success of the meeting?
- A. number of users registered, bandwidth utilization, number of training sessions user joined
- B. number of users registered, number of meetings user initiated, number of meetings user joined
- C. number of users registered, service logs, number of users
- D. network utilization, number of meetings user initiated, number of users
正解：B
質問 # 71
Throughout the customer life-cycle, 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. continuing results based on unexpected value
- B. successful contract renewal
- C. results that are not measurable
- D. green health scores over intermittent time periods
- E. moments of success when the customer acknowledges progress
正解：A、D
質問 # 72
Which list of components of a Customer Success Quarterly Success Review is common"?
- A. results from prior quarter, agreed actions completed benchmarking with the market, and confirm goals for next quarter
- B. results from prior quarter, services delivered, issues and open services cases, and confirm goals tor next quarter
- C. results from prior quarter, product roadmap proposed marketing new products, and confirm goals for the next quarter
- D. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter
正解：A
質問 # 73
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. 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.
- 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. 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. - D. 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.
正解：A
質問 # 74
Why is it convenient to tie business outcomes and the customer value proposition?
- A. Because it keeps the value proposition unchanged, it is easier for stakeholders to claim for accountability.
- B. To reduce complexity for stakeholders, it is easier for them to describe the benefits and to influence others to gain support.
- C. Because this way you can establish fixed business goals and priorities and facilitate the deployment project management.
- D. Because it accelerates the time to market of new products and solutions while maintaining a reasonable cost structure.
正解：B
質問 # 75
Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?
- A. number of activities completed or increase in direct time
- B. number of incidents reported or number of compliance issues
- C. reduction in headcount or operational support costs
- D. increase in new subscribers or increase in end users
- E. customer and employee feedback
正解：B
質問 # 76
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. Perform a deep analysis of all the sales orders to the past 24 months
- B. Build an understanding of your customer's business and market trends and priorities
- C. Engage with the account team to understand the expansion opportunities
- D. Speak the internal contacts to understand the customer sentiment and outstanding escalations
正解：B
質問 # 77
The customer wants to increase their market share and protect brands reputation. Which two business outcomes are critical to the company's success? (Choose two.)
- A. credibility
- B. cost efficiency
- C. risk management
- D. business growth
- E. sustainability
正解：D、E
解説：
Explanation/Reference:
質問 # 78
How can Customer Success Plan tracking drive additional license purchases?
- A. The Success Plan tracks the number of technical support cases opened.
- B. The Success Plan tracks gains in user productivity and communicates this back to the business.
- C. The Success Plan tracks the mean time to failure of the solution.
- D. The Success Plan tracks the number of threats blocked and benchmarks it against the previous year.
正解：B
質問 # 79
What are two barriers to adoption within an organization? (Choose two.)
- A. organizational silos
- B. agile development model
- C. inadequate knowledge and skills
- D. solution implemented by partner
- E. centralized IT organization
正解：C、D
質問 # 80
Refer to the exhibit. Which initial action does a Customer Success Manager take?
- A. Provide trending information on license types B and D and share with all stakeholders
- B. Share the report with the customer point of contact for license types B and D and determine causes
- C. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
- D. Run analysis on all the license types used by the customer on all platforms
正解：A
質問 # 81
What is a barrier to adopting software tools?
- A. recurring cost
- B. commercial decision
- C. limited resources
- D. organization size
正解：C
質問 # 82
A customer's renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)
- A. detailed contract inventory
- B. sales account plan
- C. customer annual report and quarterly business reviews
- D. support tickets reports and diagnostic information
- E. questions to validate the interpreted analytical data
正解：A、E
質問 # 83
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. Establish a timeline of when a solution must be in place.
- B. Evaluate the availability of resources to work on the problem.
- C. Engage a specialist to identity a technical solution or workaround.
- D. Conduct an assessment of the business impact of the problem.
正解：B
質問 # 84
A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only
60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.)
- A. Conduct a survey to determine which collaboration solutions users are using.
- B. Encourage the customer to purchase updated endpoints.
- C. Advertise additional user training sessions throughout the organization.
- D. Have marketing write a blog post about the new solution.
- E. Block all alternative chat and video collaboration systems.
正解：C、E
質問 # 85
Which of these is included in a success plan?
- A. customer business outcomes
- B. confidential customer information
- C. customer HR processes
- D. services cost
正解：D
質問 # 86
Which type of analytics has telemetry that shows the customer's use of the software and defines what has happened to date?
- A. predictive
- B. diagnostic
- C. prescriptive
- D. descriptive
正解：D
質問 # 87
Which expense is an operating expense (OPEX)?
- A. software
- B. computer equipment
- C. payroll
- D. office improvements
正解：A
解説：
Explanation/Reference:
質問 # 88
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