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 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 . Align with customer’s critical business objectives.
- E . Negotiate the level of discount in a solution expansion.
Refer to the exhibit.
What is the concern for a Customer Success Manager within this task of the RACI matrix?
- A . Lack of sufficient expertise with minimal consulting stakeholders engaged.
- B . Running the risk of under communicating with too few stakeholders involved.
- C . It is difficult to get a consensus or agreement with the number of roles accountable.
- D . Too many people are responsible, which leaves no clear leader.
Which of these is included in a success plan?
- A . confidential customer information
- B . customer business outcomes
- C . customer HR processes
- D . services cost
A customer wants to deploy new technology. The Customer Success Manager is concerned the customer is not ready to adopt the solution.
Which steps with the Project and Operations teams ensure a successful adoption?
- A . Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology.
- B . Assign internal resources to develop and deliver training to the customer’s IT staff to ensure the project is successful.
- C . Complete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan.
- D . Research the best training available for this new technology and ensure as many IT staff as possible attend the training.
What is the purpose of targeted use cases?
- A . They highlight the product differentiation from a competitor.
- B . They define how a solution is applied to enable a desired outcome.
- C . They function without the purchase of additional services.
- D . They provide customers with ways to take advantage of additional features.
The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties.
Which best practice will help prevent this type of disagreement?
- A . Adopt a lifecycle approach with a proactive review of service performance against KPIs.
- B . Have the CSM define how value should be measured at the end of the contract period.
- C . Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
- D . Have the CIO define a clear IT strategy and implement the suggestions immediately.
What is a financial implication of churn?
- A . loss of revenue
- B . increased production
- C . reduced product utilization
- D . contract expansion
A
Explanation:
Reference: https://www.clientsuccess.com/blog/true-cost-customer-churn-part-1/
Which two actions are critical when communicating with executives? (Choose two.)
- A . Keep services as a primary topic
- B . Focus on the value achieved
- C . Incorporate the sales team’s plan
- D . Target executive priorities
- E . Focus on technical details
What is a consideration in evaluating readiness for adoption?
- A . Identify features or functions that are not deployed or underutilized.
- B . Identify potential accelerators that could optimize performance.
- C . Review customer acceptance test plan.
- D . Validate that all required items have been purchased.
What are two barriers of adoption in an organization? (Choose two.)
- A . new product sales motion
- B . lack of knowledge on solution
- C . organizational announcements
- D . implementation issues
- E . hiring practices