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 a lagging indicator?
- A . increase in the number of trained users
- B . adoption of a product
- C . development of a new product
- D . increase in the net promoter score
A customer’s call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software.
What is the first step of the mitigation plan?
- A . Evaluate the availability of resources to work on the problem.
- B . Engage a specialist to identity a technical solution or workaround.
- C . Conduct an assessment of the business impact of the problem.
- D . Establish a timeline of when a solution must be in place.
As a Customer Success Manager, what is the most important metric to uncover during onboarding?
- A . cost
- B . value
- C . benefit
- D . customer relationship
Refer to the exhibit.
Which action should the Customer Success Manager take to improve the health index of Company A?
- A . Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.
- B . Observe net promoter scores and how likely the customer is to recommend the products to someone else.
- C . Provide recommendations for training or suggest new features based on data analysis.
- D . Perform a marketing campaign and share the roadmap of new products.
Refer to the exhibit.
Which role is accountable for the Develop and validate Success Plan update activity?
- A . Account Manager
- B . Customer Success Manager
- C . Product Sales Specialist
- D . Business Development Manager
The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition.
Which two business outcomes are critical to the company’s success? (Choose two.)
- A . risk management
- B . employee satisfaction
- C . cost efficiency
- D . credibility
- E . sustainability
Which type of analytics has telemetry that shows the customer’s use of the software and defines what has happened to date?
- A . descriptive
- B . diagnostic
- C . prescriptive
- D . predictive
In which stage does the Customer Success Manager initially validate stakeholders?
- A . onboarding
- B . deployment
- C . utilization
- D . purchase
Which term describes the gap between the features and functions customers purchases and the features and functions customers use?
- A . consumption
- B . organizational
- C . financial
- D . capability
A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution.
Which two actions should the Customer Success Manager recommend to the client? (Choose two.)
- A . Have marketing write a blog post about the new solution.
- B . Encourage the customer to purchase updated endpoints.
- C . Block all alternative chat and video collaboration systems.
- D . Conduct a survey to determine which collaboration solutions users are using.
- E . Advertise additional user training sessions throughout the organization.