cisco 820-605 practice test

The customer wants to increase the number of services in their portfolio and improve the time to launch these services. Which two business outcomes are appropriate? (Choose two.)

• A. cost efficiency
• B. employee satisfaction
• C. time to market
• D. business growth
• E. sustainability

What are two barriers of adoption in an organization? (Choose two.)

• A. new product sales motion
• B. lack of knowledge on solution
• C. organizational announcements
• D. implementation issues
• E. hiring practices

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. 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

Which method is directly associated with evaluating a customer outcome?

• A. milestones
• B. key performance indicators
• C. metrics
• D. benchmarks

A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?

• A. Evaluate the availability of resources to work on the problem.
• B. Engage a specialist to identify a technical solution or workaround.
• C. Conduct an assessment of the business impact of the problem.
• D. Establish a timeline of when a solution must be in place.

What is a key driver that is creating the need for customer success?

• A. financial resources
• B. subscription economy
• C. advanced specializations
• D. portfolio management

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 key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

• A. Service organizations must evolve from a break fix business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption. The CSM advises and professional services team on the best services to position.
• B. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
• C. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
• D. The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.

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

What is a leading indicator of adoption in the healthscore?

• A. renewal
• B. integrated account plan
• C. product sales
• D. product quality