820-605試験問題集でPDF問題とテストエンジン
820-605問題集で必ず試験合格させる
Cisco 820-605試験は、顧客の成功管理の原則と実践を完全に理解する必要がある包括的な試験です。この試験は、複数の選択の質問とシミュレーションで構成されており、候補者は、実際のシナリオで知識を適用する能力を実証する必要があります。成功した候補者は、顧客関係を効果的に管理し、顧客の成功計画を策定し、顧客エンゲージメント戦略の成功を測定する能力を実証することができます。 Cisco Certified Customer Success Manager認定は、業界で非常に尊敬されており、顧客成功管理の卓越性のマークとして認識されています。
質問 # 58
A customer complains about the number of times they must explain their problems and ask different team members to find a solution. How can this issue be avoided?
- A. Ensure that the customer knows the point of contact for product training.
- B. Provide customers with relevant use cases for the purchased solution.
- C. Share the company's organizational chart with the support team.
- D. Clarify roles and responsibilities with the stakeholders.
正解：D
解説：
To avoid the issue of a customer having to explain their problems multiple times to different team members, it is essential to clarify roles and responsibilities with the stakeholders. This ensures that there is a clear understanding of who is responsible for what, and the customer knows exactly whom to contact for each issue
質問 # 59
Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?
- A. Solution Product Manager
- B. Customer Success Specialist
- C. Sales Engineer
- D. Technical Engineer
正解：B
解説：
The Customer Success Specialist (CSS) role is a highly critical, strategic advisor and technical specialist that engages with customers to accelerate their adoption of Cisco products & solutions that transform their business and drive business outcomes.
質問 # 60
Which two actions are critical when communicating with executives? (Choose two.)
- A. Target executive priorities
- B. Keep services as a primary topic
- C. Focus on technical details
- D. Focus on the value achieved
- E. Incorporate the sales team's plan
正解：A、B
質問 # 61
What is a business adoption barrier?
- A. services are unpurchased
- B. solution is not implemented
- C. customer lacks technical knowledge
- D. lack of customer stakeholder
正解：D
解説：
A business adoption barrier can be the lack of a customer stakeholder. This refers to the absence of an advocate within the customer's organization who supports the adoption of the solution and can drive internal change
質問 # 62
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?
- A. consumption gap
- B. capability gap
- C. financial gap
- D. organizational gap
正解：A
解説：
The term for the gap between the features and functions that customers purchase and the features and functions that they use is consumption gap. This gap can indicate areas where customers may need additional support or training to fully utilize their purchase.
質問 # 63
How does the Customer Success Manager identify the product and solutions purchased by a customer?
- A. Review statement of work to archive products and solutions mentioned
- B. Tour facility with the customer to catalog products and solutions
- C. Check sales for the customer pipeline to record products and solutions
- D. Baseline products and solutions with the account team
正解：D
解説：
A Customer Success Manager (CSM) identifies the products and solutions purchased by a customer by baselining them with the account team. This involves reviewing the account history, understanding the customer's current product usage, and aligning with the sales and account team to ensure a comprehensive understanding of the customer's portfolio1.
質問 # 64
Refer to the exhibit.
The graph shows a customer with a software product and highlights the number of paid- for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?
- A. The customer has increased usage, which shows a strong indicator of renewal
- B. The customer's usage is too low to correctly measure the chance of their retention
- C. The customer's usage has seen a recent decline and the chance of them churning will be higher
- D. The customer has a high probability to renew and will include an expanded opportunity
正解：C
質問 # 65
What is the order of the key elements of process improvement for Customer Success?
- A. define, measure, analyze, improve, control
- B. define, analyze, measure, improve, control
- C. analyze, define, measure, control, improve
- D. measure, define, analyze, control, improve
正解：A
解説：
The order of the key elements of process improvement for Customer Success is to define, measure, analyze, improve, and then control to ensure continuous improvement andsustainability of the changes made. References: The DMAIC (Define, Measure, Analyze, Improve, Control) process improvement cycle, which is a data-driven improvement cycle used for improving, optimizing, and stabilizing business processes and designs.
質問 # 66
The customer wants to improve operational expenditure and reduce the C02 footprint of the organization.
Which two business outcomes are critical to the company's success? (Choose two )
- A. credibility
- B. sustainability
- C. time to market
- D. cost efficiency
- E. business growth
正解：A、C
質問 # 67
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. customer annual report and quarterly business reviews
- C. support tickets reports and diagnostic information
- D. sales account plan
- E. questions to validate the interpreted analytical data
正解：B、E
質問 # 68
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. successful contract renewal
- B. continuing results based on unexpected value
- C. green health scores over intermittent time periods
- D. results that are not measurable
- E. moments of success when the customer acknowledges progress
正解：A、E
質問 # 69
Which two actions are in adoption campaign? (Choose two.)
- A. messaging to stakeholders on new product releases
- B. survey sent to all end users
- C. messaging to users on best practice approaches to their solution
- D. messaging to stakeholders on the new features of their solution
- E. renewal reminder to stakeholders
正解：B、C
質問 # 70
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used. Select and Place:
正解：
解説：
Explanation:
A blue rectangular boxes with text Description automatically generated
質問 # 71
What are two expectations of the Quarterly Success Review? (Choose two.)
- A. Consider upgrades to support existing solutions.
- B. Track key performance indicators or milestones.
- C. Offer additional license purchases.
- D. Negotiate the level of discount in a solution expansion.
- E. Align with customer's critical business objectives.
正解：B、E
解説：
Two expectations of the Quarterly Success Review are to track key performance indicators or milestones and to align with the customer's critical business objectives. These expectations ensure that the review is focused on measurable progress and alignment with the customer's strategic goals1.
質問 # 72
Refer to the exhibit. Which action should the Customer Success Manager take to improve the health index of Company B?
- A. Observe the net promoter scores and how likely the customer is to create a success story.
- B. Perform a marketing campaign and design a roadmap of new products.
- C. Provide recommendations for training and offer scripts for learning products.
- D. Analyze annual recurring revenue growth and reduce renewal risks associated with technology.
正解：D
質問 # 73
How are operating expenses (OpEx) different from capital expenses (CapEx)?
- A. OpEx includes software licenses with contracts that have user rights in perpetuity, while CapEx includes software services that are easily reconfigured.
- B. OpEx has depreciation, while there is no deprecation with CapEx.
- C. OpEx is expenses for the day-to-day operation of a business, while CapEx is investments in assets.
- D. OpEx are investments a company pays for up-front, while CapEx are the on-going costs to run a business.
正解：C
質問 # 74
The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)
- A. business misalignment
- B. lack of common features
- C. purchase policy process
- D. lack of communication
- E. limited telemetry
正解：C、D
質問 # 75
A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?
- A. Utilize people to focus your customers in a 1:many customer success experience
- B. Utilize a digital engagement so all your customers experience the touch of customer success
- C. Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience
- D. Utilize the service team to form a larger internal team to lead the engagement
正解：C
解説：
A high touch customer success experience is characterized by personalized and customized support, often involving regular one-on-one meetings with a dedicated customer success manager12. This model focuses on providing elite customers with a tailored experience that addresses their specific needs and challenges, ensuring they receive the highest level of service.
質問 # 76
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820-605試験問題（更新されたのは2025年）100%リアル問題解答：https://drive.google.com/open?id=1KJR7lsFseDUZR9q5o_yPFETKXyxvdcE1