820-605 Dumps
                     Cisco
820-605
Cisco Customer Success Manager (CSM)
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Question NO 1
Which type of analytics has telemetry that shows the customer’s use of the software and defines what has 
happened to date?
A. descriptive
B. diagnostic
C. prescriptive
D. predictive
Answer: B
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Question NO 2
You notice a decline over time 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. Carefully tell the customer to get more people to use your product
C. Re-assess the customer’s business process and outline the capability of the solution
D. Show the customer a comparison of the solution versus the competition
Answer: C
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Question NO 3
Which statement describes the difference between customer success and customer sales?
A. Customer sales is about selling solutions to meet business needs. Customer success is about getting 
customers to utilize those solutions to get the value they intended.
B. Customer sales is about getting customers to utilize their solutions to get the value they intended.
Customer success is about making sure the customer deploys the solution within an effective timeline.
C. Customer sales is about getting customers to utilize their solutions to get the value they intended.
Customer success is about expanding the customer’s portfolio.
D. Customer sales is about selling solutions to meet business needs. Customer success is about finding 
product opportunities for sales as the customer utilizes their current solution.
Answer: A
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Question NO 4
Which definition of a use case is true?
A. comparison of the marketing description of what a product does to the customer’s experience
B. list of actions or event steps that a customer uses
C. list of actions or event steps that typically defines the interactions between a role and a system to achieve 
a goal
D. list of instructions that customer uses for their software
Answer: C
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Question NO 5
Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer 
success? (Choose two.)
A. completion of customer training
B. confirmation of customer business outcomes
C. review of product roadmap
D. scheduling of Quarterly Success Review
E. agreement of key stakeholders
Answer: B D
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Question NO 6
The customer wants to increase their market share and protect brands reputation. Which two business 
outcomes are critical to the company’s success? (Choose two.)
A. risk management
B. credibility
C. business growth
D. cost efficiency
E. sustainability
Answer: C E
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Question NO 7
A large university has deployed a new IT solution designed to improve the overall student and staff 
experience. Which approach to measure success is the best?
A. Twice yearly student and staff surveys with two QUESTION NO:s related to IT
B. Measure the number of complaints raised by students
C. Combination of tailored surveys and IT tools-based metrics
D. Implement staff Super Users to provide feedback
Answer: B
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Question NO 8
The customer wants to improve operational expenditure and reduce the C02 footprint of the organization.
Which two business outcomes are critical to the company’s success? (Choose two.)
A. sustainability
B. credibility
C. time to market
D. business growth
E. cost efficiency
Answer: A E
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Question NO 9
Which of these is included in a success plan?
A. confidential customer information
B. customer business outcomes
C. customer HR processes
D. services cost
Answer: B D
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