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
DRAG DROP
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.
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A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership.
Which action does the Customer Success Manager take first?
- A . Engage the service delivery manager and request two days of free consultation for the customer
- B . Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
- C . Escalate the situation to your manager and request a customer visit to understand concerns and expectations
- D . Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A . Service organizations must evolve from a “break fix” business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption. The CSM advises and professional services team on the best services to position.
- B . IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
- C . IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer’s business outcomes are achieved with the shortest time to value.
- D . The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.
How should a Customer Success Manager resolve a customer’s skill gap for a new product?
- A . Allow the customer time to initiate action to address skill gaps on their terms
- B . Create a blog post to publish on the company’s engineering community website
- C . Deliver skills required by role with associated training for the product
- D . Email a technical material link to customer stakeholders
Your customer’s business outcome is to drive employee efficiencies.
Which key metrics measure this outcome?
- A . increase in new subscribers or increase in end users
- B . number of incidents reported or number of compliance issues
- C . reduction in headcount or operational support costs
- D . customer and employee feedback
- E . number of activities completed or increase in direct time
What are two barriers to adoption within an organization? (Choose two.)
- A . solution implemented by partner
- B . agile development model
- C . inadequate knowledge and skills
- D . centralized IT organization
- E . organizational silos
You are a Customer Success Manager and have just been assigned a strategic new account.
Which course of action is the best to help you prepare for the first customer introduction meeting?
- A . Engage with the account team to understand the expansion opportunities
- B . Perform a deep analysis of all the sales orders to the past 24 months
- C . Build an understanding of your customer’s business and market trends and priorities
- D . Speak the internal contacts to understand the customer sentiment and outstanding escalations
What is the first step a Customer Success Manager should take to identify why the solution was purchased?
- A . Review the bill of materials
- B . Evaluate the Customer Success Plan
- C . Collaborate with the sales team.
- D . Engage with the customer
What defines customer success?
- A . the business methodology of ensuing that customers are always on the latest software releases and subscription contracts so customers can focus on core business activities.
- B . a measure of the Net Promoter Score resulting from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly together to deliver a positive experience.
- C . the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using the product or service.
- D . the business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
A Customer Success Manager must deliver high touch customer success experience.
Which customer engagement model must be used?
- A . Utilize a digital engagement so all your customers experience the touch of customer success
- B . Utilize people to focus on the elite customers for a 1:1 or 1: few onsite customer success experience
- C . Utilize the service team to form a larger internal team to lead the engagement
- D . Utilize people to focus your customers in a 1: many customer success experience