Cisco 820-605 Practice Exams
Last updated on Oct 22,2026- Exam Code: 820-605
- Exam Name: Cisco Customer Success Manager
- Certification Provider: Cisco
- Latest update: Oct 22,2026
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 . moments of success when the customer acknowledges progress
- B . successful contract renewal
- C . green health scores over intermittent time periods
- D . continuing results based on unexpected value
- E . results that are not measurable
What are two drivers for Customer Success? (Chooser two)
- A . The customer trusts that Cisco support will solve any issues.
- B . The customer receives training for new products and services.
- C . The customer recognizes the value of initial use case implementations.
- D . The customer gives feedback about the purchased product.
- E . The mature and fully deployed solution is running in production.
While talking to employees of a customer’s front-line operations, a Customer Success Manager learns that the team is evaluating a competitive solution for an existing solution they own but use minimally.
What is the nextstep the Customer Success Manager should take after this conversation?
- A . Host a discovery session with stakeholders to identify challenges and desired outcomes.
- B . Invites the stakeholders to attend technical training on different product use cases.
- C . Educate the operations team on the features and capabilities of the existing solution.
- D . Ensure the customer’s procurement team is aware of the existing solution and its usage history.
What is the value proposition of customer success for customers?
- A . reduction of risk
- B . reduced time to value
- C . expansion opportunities
- D . impacting business outcomes
DRAG DROP
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics.
Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.
A Customer Success Manager is creating an adoption campaign for a customer. Where should the campaign focus to identify expand opportunities?
- A . Increase solution discount.
- B . Identify workshops that could optimize performance.
- C . Explore additional use cases to achieve business outcomes.
- D . Confirm all required items have been purchased.
What is a purpose of a customer stakeholder map?
- A . to create a communication plan
- B . to build a product roadmap
- C . to establish a training plan
- D . to identify the critical elements of customer culture
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 . limited telemetry
- B . purchase policy process
- C . lack of common features
- D . lack of communication
- E . business misalignment
Which sources should be used to uncover customer barriers?
- A . data, health score, intuition
- B . conversation, data, health score
- C . intuition, observation, data
- D . observation, conversation, data
Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications.
Which two main barriers to adoption does the customer face? (Choose two.)
- A . technical barrier
- B . cultural barrier
- C . process barrier
- D . product barrier
- E . cost barrier