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
Which scenario represents a use case expand opportunity?
- A . usage KPIs are on target entering the fourth quarter
- B . supplementary training sessions are organized on existing features
- C . solution management team adds headcount
- D . endpoint security solution extended to cover data center servers in addition to laptops
A customer does not feel they have received value from a software solution, and the 3-year contract is expiring in 60 days. The customer is hesitant to continue spending money and is considering other alternatives.
Which stakeholder is responsible for ensuring that the customer realizes value from solutions coming up for renewal?
- A . Renewals Manager
- B . Account Manager
- C . Product Sales Specialist
- D . Customer Success Manager
The Customer Success Manager notices that their customer has delayed going into production.
Which action does the Customer Success Manager consider?
- A . Suggest that the customer replace their existing staff
- B . Provide the customer with a chargeable deployment service
- C . Re-enforce the time to value of the solution
- D . Give the customer a discount on a future purchase
Which element evaluates a customer outcome?
- A . key performance indicators
- B . milestones
- C . metrics
- D . benchmarks
What are two adoption barriers? (Choose two.)
- A . gaps in the account baseline
- B . unused customer success support
- C . lack of resources
- D . loss of project sponsor
- E . lack of expansion
What is the best reason for documenting your customer’s success?
- A . To provide awareness of the value achieved by the customer’s purchased solution
- B . To establish KPI’s that measure the success of your company’s business
- C . To document roles and responsibilities for your project management
- D . To provide expansion opportunities for your sales team
Which perspectives are covered in a balanced scorecard?
- A . customer, employee, partner, risk
- B . business process, customer, financial, learning, growth
- C . competition, culture, financial. IT systems
- D . business outcomes, customer, employee, risk
B
Explanation:
Reference: https://balancedscorecard.org/bsc-basics/articles-videos/the-four-perspectives-of-the-balanced-scorecard/#:~:text=The%20four%20perspectives%20of%20a,Process%2C%20and%20Learning%20and%20Growth
A customer has six technical support cases open that are related to user connectivity that have negatively impacted the customer health scores for
product quality and customer sentiment. After the Customer Success Manager assesses the business impact, which action creates a mitigation plan?
- A . Offer the customer a discount because of their problems.
- B . Request a meeting with customer executives.
- C . Establish a timeline of when a solution must be in place.
- D . Ensure the escalation to technical specialists.
What is a common indicator of customer health?
- A . number of services purchased
- B . number of licenses purchased
- C . customer satisfaction metric
- D . amount of money spent on the solution
What is the barrier type when end-users are having difficulties understanding the features and functionalities of the new solution?
- A . technical
- B . business
- C . operational
- D . corporate culture