Cisco 820-605 Practice Exams
Last updated on Oct 21,2026- Exam Code: 820-605
- Exam Name: Cisco Customer Success Manager
- Certification Provider: Cisco
- Latest update: Oct 21,2026
Which definition of a use case is true?
- A . comparison of the marketing description of what a product does to the customer’s experience
- B . list of actions or event steps that a customer uses
- C . list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal
- D . list of instructions that customer uses for their software
Refer to the exhibit.
Which action must be taken by Customer Success Manager?
- A . Recommend expansion opportunities
- B . Review the financial index.
- C . Develop a customer testimonial.
- D . Identify the adoption barriers.
A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, they complain to the Customer Success Manager that they cannot verify who and how the licenses are being used.
Which two types of adoption barriers are occurring? (Choose two.)
- A . process
- B . people
- C . tools
- D . platform
- E . application
From a Customer Success perspective, which reason to monitor your customer’s health is the most important?
- A . It provides the opportunity to address any changes in the customer’s experience or actions around the solution
- B . It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
- C . Understanding your customer’s health directly enables renewals
- D . It gives the customer valuable insight so they can automatically renew critical on time
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.)
- A . Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.
- B . Recognize tools that compete with the expansion opportunity and offer discounts to switch.
- C . Conduct a discovery session to uncover their additional pain points.
- D . Provide additional training on the current use case to drive adoption.
- E . Present case studies that outline the benefits they achieved and highlight compelling metrics.
Which role within a Customer Success organization acts as a single contact point for a customer across multiple technologies?
- A . Delivery Team
- B . Account Manager
- C . Customer Success Manager
- D . Customer Success Specialist
Which topics must be covered during a Quarterly Success Review to ensure that outcomes are achieved?
- A . the success plan, the agreed priorities, and the planned outcomes
- B . technical support cases in flight and support options
- C . stakeholder mapping and planned training sessions
- D . upcoming contract renewal and expansion opportunities
What is a financial implication of churn?
- A . increase in service level
- B . decrease in subscription
- C . expansion of contract
- D . decrease in discounts
Which type of KPI is of the most interest to Customer Success?
- A . business KPIs that define progress to the Business Outcome
- B . sales KPIs for revenue generation
- C . IT services KPIs for operations
- D . OPEX KPIs that define the operational costs of the company
Why should a customer’s success be documented?
- A . to establish KPIs that measure success
- B . to provide awareness of the value achieved by the solution
- C . to provide expansion opportunities for the sales team
- D . to document roles and responsibilities for project management