cisco 820-605 Exam Questions
Questions for the 820-605 were updated on : Dec 01 ,2025
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Question 1
What are two expected outcomes of the customer onboard stage? (Choose two.)
- A. opportunities for advocacy shared
- B. stakeholders identified
- C. business outcomes with KPI metrics identified
- D. training sessions for end users planned
- E. network diagrams provided
Answer:
BC
Question 2
What are two expectations of the Quarterly Success Review? (Choose two.)
- A. Consider upgrades to support existing solutions.
- B. Track key performance indicators or milestones.
- C. Offer additional license purchases.
- D. Align with customer’s critical business objectives.
- E. Negotiate the level of discount in a solution expansion.
Answer:
BD
Question 3
What is the role of a subject matter expert in the Customer Success process?
- A. accelerates customer value realization
- B. challenges the status quo
- C. drives adoption
- D. shares industry trends
Answer:
B
Question 4
Which topics must be covered during a Quarterly Success Review to ensure that outcomes are
achieved?
- A. the success plan, the agreed priorities, and the planned outcomes
- B. technical support cases in flight and support options
- C. stakeholder mapping and planned training sessions
- D. upcoming contract renewal and expansion opportunities
Answer:
A
Question 5
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
Answer:
CD
Question 6
What is the value proposition of customer success for customers?
- A. reduction of risk
- B. reduced time to value
- C. expansion opportunities
- D. impacting business outcomes
Answer:
D
Question 7
What should be the primary source of information about a customer’s current adoption barriers?
- A. current industry trends
- B. insight from the account team
- C. bill of materials
- D. customer strategic goals
Answer:
B
Question 8
Who confirms the use cases targeted in a Customer Success Plan?
- A. primary customer stakeholder
- B. account team sales lead
- C. customer enterprise architect
- D. Customer Success Manager
Answer:
A
Question 9
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.
Answer:
C
Question 10
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.
Answer:
C
Question 11
Refer to the exhibit.
What is the concern for a Customer Success Manager within this task of the RACI matrix?
- A. Lack of sufficient expertise with minimal consulting stakeholders engaged.
- B. Running the risk of under communicating with too few stakeholders involved.
- C. It is difficult to get a consensus or agreement with the number of roles accountable.
- D. Too many people are responsible, which leaves no clear leader.
Answer:
C
Question 12
What are two customer advantages of purchasing subscription licenses? (Choose two.)
- A. It enables software providers to control customer consumption.
- B. The customer can discontinue the subscription if value is not realized.
- C. It provides the customer with a pay per use model.
- D. It creates high aftermarket resale value.
- E. Software maintenance is offered through a separate contract.
Answer:
BC
Question 13
At which lifecycle stage does the Customer Success Manager identify the solution purchased?
- A. Onboard
- B. Purchase
- C. Implement
- D. Select
Answer:
D
Question 14
Refer to the exhibit.
Which action should the Customer Success Manager take to improve the health index of Company B?
- A. Analyze annual recurring revenue growth and reduce renewal risks associated with technology.
- B. Perform a marketing campaign and design a roadmap of new products.
- C. Provide recommendations for training and offer scripts for learning products.
- D. Observe the net promoter scores and how likely the customer is to create a success story.
Answer:
A
Question 15
Which two actions should be taken when a customer's usage is in decline? (Choose two.)
- A. Show the customer how the current solution compares to the offers from a competitor.
- B. Assess the capabilities of the solution against the customer's desired outcomes.
- C. Tell the customer a new solution will soon be available.
- D. Review the implementation plan with key customer leadership.
- E. Identify changes in the customer's business processes.
Answer:
BE