[Apr 20, 2026] Latest Questions 820-605 Guide to Prepare Free Practice Tests
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NEW QUESTION # 73
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. Speak the internal contacts to understand the customer sentiment and outstanding escalations
- C. Perform a deep analysis of all the sales orders to the past 24 months
- D. Build an understanding of your customer's business and market trends and priorities
Answer: D
Explanation:
The best course of action to prepare for the first customer introduction meeting is to build an understanding of the customer's business, market trends, and priorities. This knowledge will enable the Customer Success Manager to have a meaningful conversation with the customer, aligning the discussion with the customer's strategic goals and industry context.
NEW QUESTION # 74
Which activity should happen after successful customer value realization?
- A. Identify lessons learned and see how the engagement time can be shortened.
- B. Review usage, potential roadblocks, and bottlenecks to product engagement.
- C. Fully engage in a feature planning session for the future.
- D. Publish a case study that presents the customer success story.
Answer: A
Explanation:
After successful customer value realization, it is important to identify lessons learned and explore ways to shorten engagement time for future projects. This helps in refining the process and delivering value more efficiently. References: Continuous improvement processes within the Customer Success framework emphasize learning from each engagement to enhance future performance.
NEW QUESTION # 75
How does the Customer Success Manager identify the product and solutions purchased by a customer?
- A. Check sales for the customer pipeline to record products and solutions
- B. Tour facility with the customer to catalog products and solutions
- C. Review statement of work to archive products and solutions mentioned
- D. Baseline products and solutions with the account team
Answer: D
Explanation:
A Customer Success Manager (CSM) identifies the products and solutions purchased by a customer by baselining them with the account team. This involves reviewing the account history, understanding the customer's current product usage, and aligning with the sales and account team to ensure a comprehensive understanding of the customer's portfolio1.
NEW QUESTION # 76
Which of these is included in a success plan?
- A. customer business outcomes
- B. customer HR processes
- C. services cost
- D. confidential customer information
Answer: C
NEW QUESTION # 77
From a Customer Success perspective, which reason to monitor your customer's health is the most important?
- A. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
- B. It gives the customer valuable insight so they can automatically renew critical on time
- C. It provides the opportunity to address any changes in the customer's experience or actions around the solution
- D. Understanding your customer's health directly enables renewals
Answer: C
Explanation:
Monitoring a customer's health is crucial because it allows the Customer Success Manager to proactively identify and address any changes in the customer's experience or interactions with the solution. This proactive approach can lead to improved customer satisfaction, solution optimization, and ultimately, successful renewals. References: The concept of customer health monitoring is a fundamental aspect of Customer Success, enabling early intervention and continuous improvement to enhance the customer experience and support long-term success.
NEW QUESTION # 78
You notice a decline over lime in your customer's usage of your product. Which action do you consider?
- A. Tell the customer a new solution will soon be available.
- B. Re-assess the customer's business process and outline the capability of the solution.
- C. Show the customer a comparison of the solution versus the competition.
- D. Carefully tell the customer to get more people to use your product.
Answer: A
NEW QUESTION # 79
What is the customer success objective of a Quarterly Success Review?
- A. Align work effort to outcomes.
- B. Introduce new products and services.
- C. Create a success plan.
- D. Evaluate renewal contract.
Answer: C
NEW QUESTION # 80
A customer wants to deploy new technology. The Customer Success Manager is concerned the customer is not ready to adopt the solution. Which steps with the Project and Operations teams ensure a successful adoption?
- A. Assign internal resources to develop and deliver training to the customer's IT staff to ensure the project is successful.
- B. Research the best training available for this new technology and ensure as many IT staff as possible attend the training.
- C. Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology.
- D. Complete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan.
Answer: C
NEW QUESTION # 81
What is a key driver that is creating the need for customer success?
- A. subscription economy
- B. financial resources
- C. portfolio management
- D. advanced specializations
Answer: B
NEW QUESTION # 82
Refer to the exhibit.
Based on the stage and health reflected, what must be the first priority of the success plan?
- A. Offer and encourage the opportunity for the customer to participate in a success story for product F.
- B. Identify and document barriers that impact product C.
- C. Design and propose a discount on product G.
- D. Contact and collaborate with the individuals involved in the onboarding of product E.
Answer: B
NEW QUESTION # 83
Refer to the exhibit.
What does this health score indicate?
- A. The customer needs to consume more of this product.
- B. The customer needs to purchase more licenses.
- C. The customer is unlikely to renew this license.
- D. The customer is unlikely to advocate for this product.
Answer: D
NEW QUESTION # 84
A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?
- A. Utilize people to focus your customers in a 1:many customer success experience
- B. Utilize the service team to form a larger internal team to lead the engagement
- C. Utilize a digital engagement so all your customers experience the touch of customer success
- D. Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience
Answer: D
NEW QUESTION # 85
Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago.
The client has requested a meeting to improve the situation. Which reports are critical to the success of the meeting?
- A. number of users registered, number of meetings user initiated, number of meetings user joined
- B. number of users registered, service logs, number of users
- C. network utilization, number of meetings user initiated, number of users
- D. number of users registered, bandwidth utilization, number of training sessions user joined
Answer: A
Explanation:
The critical reports for the meeting with the Director of IT Policy and Governance to address the CIO's dissatisfaction would include the number of users registered, the number of meetings user initiated, and the number of meetings user joined. These reports will provide insights into user engagement and utilization of the collaboration solution5.
NEW QUESTION # 86
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
- A. Manage the service issues and escalations
- B. Review and update the success plan for ongoing activities
- C. Observe the online image of the customer
- D. Join the sales and marketing strategy meetings
- E. No action is necessary as long as the health index is green
Answer: B,E
NEW QUESTION # 87
Refer to the exhibit.
Which initial action does a Customer Success Manager take?
- A. Share the report with the customer point of contact for license types B and D and determine causes
- B. Provide trending information on license types B and D and share with all stakeholders
- C. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
- D. Run analysis on all the license types used by the customer on all platforms
Answer: A
Explanation:
The initial action a Customer Success Manager should take is to share the report with the customer point of contact for license types B and D to determine the causes of the usage trends. The bar graph indicates a decline in the use of these license types, which could suggest issues with adoption or satisfaction. Understanding the reasons behind these trends is crucial for addressing any potential problems and improving customer success.
NEW QUESTION # 88
Which activity reduces the risk of churn?
- A. expanding the customer footprint
- B. providing a discount on renewal
- C. lowering the service level
- D. educating on product features
Answer: A
Explanation:
Expanding the customer footprint involves increasing the adoption of services or products within the existing customer base. This can lead to a deeper integration of the supplier's offerings into the customer's operations, making the customer more reliant on these services and less likely to churn..
NEW QUESTION # 89
Which topics must be covered during a Quarterly Success Review to ensure that outcomes are achieved?
- A. stakeholder mapping and planned training sessions
- B. technical support cases in flight and support options
- C. upcoming contract renewal and expansion opportunities
- D. the success plan, the agreed priorities, and the planned outcomes
Answer: D
NEW QUESTION # 90
What is a type of expansion opportunity?
- A. strong stakeholder communication
- B. using latest release versions
- C. additional user groups
- D. positive customer sentiment
Answer: D
NEW QUESTION # 91
An external customer case study is being created. Drag and drop the contents which show value from the left onto the right. Not all content choices are used.
Answer:
Explanation:
NEW QUESTION # 92
Refer to the exhibit.
Which initial action does a Customer Success Manager take?
- A. Share the report with the customer point of contact for license types B and D and determine causes
- B. Provide trending information on license types B and D and share with all stakeholders
- C. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
- D. Run analysis on all the license types used by the customer on all platforms
Answer: A
Explanation:
The initial action a Customer Success Manager should take is to share the report with the customer point of contact for license types B and D to determine the causes of the usage trends. The bar graph indicates a decline in the use of these license types, which could suggest issues with adoption or satisfaction.
Understanding the reasons behind these trends is crucial for addressing any potential problems and improving customer success.
NEW QUESTION # 93
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Cisco 820-605 exam is intended for professionals who are interested in building a career as a Customer Success Manager. Cisco Customer Success Manager certification is ideal for individuals who work in sales, customer service, or technical support and who are looking to improve their skills and knowledge to help customers achieve their goals. Cisco Customer Success Manager certification is also beneficial for those who are interested in pursuing a career in customer success management.
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