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
What is the order of the key elements of process improvement for Customer Success?
- A . measure, define, analyze, control, improve
- B . define, measure, analyze, improve, control
- C . define, analyze, measure, improve, control
- D . analyze, define, measure, control, improve
B
Explanation:
Reference: https://www.pmi.org/learning/library/five-elements-process-oriented-project-6946#:~:text=DMAIC%20stands%20for%20Define%2C%20Measure,understand%2C%20a nd%20simply%20make%20sense
The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution.
Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)
- A . Create a new Health Index dashboard with the Sales team.
- B . Evaluate the customer’s expertise in managing the purchased solution.
- C . Examine solution pricing with the Renewals Manager.
- D . Schedule Quarterly Business Review with the new leadership team.
- E . Review the original business case and reassess desired outcomes with the new leadership team.
What is the purpose of capturing moments of success with a customer?
- A . expanding the purchased solution
- B . recognizing the value of the engagement
- C . renewing the contract and subscription
- D . validating deployment of the solution
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
- A . No action is necessary as long as the health index is green
- B . Observe the online image of the customer
- C . Review and update the success plan for ongoing activities
- D . Manage the service issues and escalations
- E . Join the sales and marketing strategy meetings
Which two adoption outcomes are renewal indicators? (Choose two)
- A . customer testimonial
- B . solution discount
- C . payment schedule
- D . optimized services
- E . training attendance
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?
- A . KPI that will be improved by the new product solution
- B . current existing products that are being displaced by the solution
- C . current configuration guide of the product solution
- D . product use case that will achieve the desired outcome
D
Explanation:
Reference: https://sixteenventures.com/improve-adoption
From a Customer Success perspective, why should the customer’s health be monitored?
- A . to provide the opportunity to address any changes in the customer’s experience around the solution
- B . to identify unused licenses so they can be addressed via a service improvement plan
- C . to directly enable renewals
- D . to give the customer valuable insight so they can automatically renew critical services on time
Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)
- A . help desk data
- B . health score
- C . risk management
- D . telemetry
- E . training surveys
Refer to the exhibit.
What does this health score indicate?
- A . The customer is unlikely to renew this license.
- B . The customer is unlikely to advocate for this product.
- C . The customer needs to consume more of this product.
- D . The customer needs to purchase more licenses.
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 . purchase policy process
- C . lack of communication
- D . lack of common features
- E . limited telemetry