Cisco 820-605 Practice Exams
Last updated on Oct 21,2026- Exam Code: 820-605
- Exam Name: Cisco Customer Success Manager
- Certification Provider: Cisco
- Latest update: Oct 21,2026
What is the financial implication of churn?
- A . reduced technology footprint
- B . increased user licensing
- C . reduced revenue
- D . increased renewal value
A customer is concerned that a lot of data is presented during quarterly business reviews, but not many insights.
Which action resolves this issue?
- A . Provide the customer with access to the raw data to enable them to develop their own insights.
- B . Appoint a customer representative to review the data and give specific suggestions.
- C . Explain the limitations of the available reports and offer options to provide input to develop new reports.
- D . Agree on a set of metrics and share the results and trend lines with recommendations for improvement.
How are operating expenses (OpEx) different from capital expenses (CapEx)?
- A . OpEx are investments a company pays for up-front, while CapEx are the on-going costs to run a business.
- B . OpEx includes software licenses with contracts that have user rights in perpetuity, while CapEx includes software services that are easily reconfigured.
- C . OpEx is expenses for the day-to-day operation of a business, while CapEx is investments in assets.
- D . OpEx has depreciation, while there is no deprecation with CapEx.
What is Quarterly Success Review?
- A . new success plan that focuses on the upcoming goals for the customer.
- B . gap analysis that focuses on the state of the customer’s current architecture.
- C . technical analysis that outlines the implementation plan and adoption barriers.
- D . a conversation that outlines key initiatives that are agreed upon in the success plan.
What is the main objective of customer success?
- A . customer’s return on investment
- B . known and unknown features of our product and solutions
- C . customer’s reduction of risk
- D . outcomes customers are trying to achieve
What are two examples of leveraging data to identify a customer barrier? (choose two)
- A . noting change in customer executive team
- B . consulting the health index
- C . providing training recommendations
- D . reviewing installed base details
- E . evaluating feedback from the customer operations team
Which metric is used to determine how much should be spent to acquire a customer?
- A . ACV
- B . MRR
- C . LTV
- D . ATR
Which type of information should be captured during the first customer engagement?
- A . cases escalated to technical support
- B . expansion opportunities
- C . customer’s desired outcomes
- D . stakeholder map
Which stakeholder works directly with the customer executives to ensure that their business outcomes are aligned with and achieved using purchased solutions?
- A . Renewals Manager
- B . Product Sales Specialist
- C . Account Manager
- D . Customer Success Manager
Which two Customer Success approaches should a Customer Success Manager provide for their customers that face stalled implementation? (Choose two.)
- A . Sell additional training to the customer.
- B . Introduce new features that have been recently enabled within the product.
- C . Review priorities from the Success Plan with customer leadership.
- D . Offer upfront discounts and secure the business for as many years as possible.
- E . Determine if there has been a change in resourcing or stakeholders.