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| Type | Number of exam questions | Exam name | Exam code |
| Free | 15 | Cisco Customer Success Manager (DTCSM) | 820-605 |
Question 1:
DRAG DROP
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.
Select and Place:
Correct Answer:
Question 2:
DRAG DROP
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.
Select and Place:
Correct Answer:
Question 3:
DRAG DROP
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.
Select and Place:
Correct Answer:
Question 4:
A Customer Success Manager was assigned a strategic new account. Which action prepares them for the customer introduction meeting?
A. Engage with the account team to understand the expansion opportunities.
B. Perform a deep analysis of all the sales orders for the past 24 months.
C. Document customer\’s current technical escalations.
D. Speak the internal contacts to understand the customer\’s priorities and sentiments.
Correct Answer: C
Question 5:
Which type of information should be captured during the first customer engagement?
A. cases escalated to technical support
B. expansion opportunities
C. customer\’s desired outcomes
D. stakeholder map
Correct Answer: C
Question 6:
Which of these is included in a succession plan?
A. confidential customer information
B. customer business outcomes
C. customer HR processes
D. services cost
Correct Answer: B
Question 7:
The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)
A. limited telemetry
B. purchase policy process
C. lack of common features
D. lack of communication
E. business misalignment
Correct Answer: BD
Question 8:
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.
Correct Answer: A
Question 9:
In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?
A. Document the session, stakeholder interests, and metrics for leadership
B. Create a success plan to be reviewed with the customer at the next review meeting
C. Provide technical configuration for development
D. Discuss new opportunities and new products to purchase
Correct Answer: B
Question 10:
Why should a customer\’s success be documented?
A. to establish KPIs that measure success
B. to provide awareness of the value achieved by the solution
C. to provide expansion opportunities for the sales team
D. to document roles and responsibilities for project management
Correct Answer: B
Question 11:
Which two actions are critical when communicating with executives? (Choose two.)
A. Keep services as a primary topic
B. Focus on the value achieved
C. Incorporate the sales team\’s plan
D. Target executive priorities
E. Focus on technical details
Correct Answer: AD
Question 12:
Which element evaluates a customer outcome?
A. key performance indicators
B. milestones
C. metrics
D. benchmarks
Correct Answer: A
Question 13:
What is the customer success objective of a Quarterly Success Review?
A. Introduce new products and services.
B. Evaluate renewal contract.
C. Align work effort to outcomes.
D. Create a success plan.
Correct Answer: C
Question 14:
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, bandwidth utilization, number of training sessions user joined
B. the number of users registered, service logs, number of users
C. number of users registered, number of meetings user-initiated, number of meetings user joined
D. network utilization, number of meetings user-initiated, number of users
Correct Answer: C
Question 15:
At which stage does the Customer Success Manager initially validate stakeholders?
A. onboarding
B. deployment
C. utilization
D. purchase
Correct Answer: A
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