cisco 820-605 practice test

Your customer’s business outcome is to drive employee efficiencies. Which key metrics measure this
outcome?

• A. increase in new subscribers or increase in end users
• B. number of incidents reported or number of compliance issues
• C. reduction in headcount or operational support costs
• D. customer and employee feedback
• E. number of activities completed or increase in direct time

What is a financial implication of churn?

• A. loss of revenue
• B. increased production
• C. reduced product utilization
• D. contract expansion

Which activity reduces the risk of churn?

• A. expanding the customer footprint
• B. lowering the service level
• C. providing a discount on renewal
• D. educating on product features

A large university has deployed a new IT solution designed to improve the overall student and staff
experience. Which approach will best measure success?

• A. Administer twice-yearly student and staff surveys with two question related to IT
• B. Measure the number of complaints raised by students
• C. Use a combination of tailored surveys and IT tools-based metrics
• D. Implement staff Super Users to provide feedback

DRAG DROP
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.

Which Customer Success activity is critical from the supplier perspective?

• A. identifying opportunities for sales expansion
• B. driving full adoption of the company’s technology across all supported solutions
• C. ensuring the customer has a success plan and is achieving each milestone in a timely manner
• D. listening carefully to the customer’s feedback and taking actions so the company’s solutions can be improved

What is a lagging indicator of the customer achieving the value proposition?

• A. product deployment
• B. contract renewal
• C. decrease in the number of problem reports
• D. movement to evaluate stage

Which analysis model is used to better understand the customer business environment?

• A. dashboard
• B. SWOT
• C. renewal contract
• D. RACI

What is a financial implication of churn?

• A. increase in service level
• B. decrease in subscription
• C. expansion of contract
• D. decrease in discounts

What is an objective of the Customer Success Manager?

• A. make decisions on behalf of the customer to reduce time to value
• B. train customers to ensure they understand the full capabilities of the solution
• C. help customers recognize the self-service model
• D. solve customer problems to attain business outcomes