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 the sources used to identify barriers?
- A . customer, product, usage
- B . people, plan, process
- C . success plan, tools, training
- D . people, process, tools
Refer to the exhibit.
Based on the stage and health reflected, what must be the first priority of the success plan?
- A . Design and propose a discount on product G.
- B . Contact and collaborate with the individuals involved in the onboarding of product E.
- C . Offer and encourage the opportunity for the customer to participate in a success story for product F.
- D . Identify and document barriers that impact product C.
What is a key driver that is creating the need for customer success?
- A . financial resources
- B . subscription economy
- C . advanced specializations
- D . portfolio management
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)
- A . completion of customer training
- B . confirmation of customer business outcomes
- C . review of product roadmap
- D . scheduling of Quarterly Success Review
- E . agreement of key stakeholders
Which activity should happen after successful customer value realization?
- A . Publish a case study that presents the customer success story.
- B . Identify lessons learned and see how the engagement time can be shortened.
- C . Fully engage in a feature planning session for the future.
- D . Review usage, potential roadblocks, and bottlenecks to product engagement.
A customer complains about the number of times they must explain their problems and ask different team members to find a solution.
How can this issue be avoided?
- A . Share the company’s organizational chart with the support team.
- B . Provide customers with relevant use cases for the purchased solution.
- C . Ensure that the customer knows the point of contact for product training.
- D . Clarity roles and responsibilities with the stakeholders.
Which action should be taken to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?
- A . Provide break-fix support for technical problems experienced or observed by the customer.
- B . Provide training content to address current and existing barriers.
- C . Provide a detailed cost structure for the management team.
- D . Provide direct and in-depth technical expertise upon customer request.
DRAG DROP
The customer wants to increase the utilization of their video conferencing system.
Drag and drop the actions from the left into the correct sequence on the right.
As part of the Customer Success Manager role, success stories and references are valuable in showcasing the value of the product. If a customer has a privacy policy that precludes them from public sharing, which action helps to mitigate any concerns?
- A . Talk to senior management to explain the benefits of success story creations.
- B . Explain that this is a role metric that is needed to satisfy quotas.
- C . Make the story for internal use only.
- D . Offer the customer free products or services as an incentive.
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?
- A . capability gap
- B . financial gap
- C . consumption gap
- D . organizational gap
C
Explanation:
Reference: https://www.customersuccessmanager.com/blogs/the-consumption-gap