2022 Free Update 820-605 Practice Exam Questions With Verified Answers

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1. Which action should be taken to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?

Provide break-fix support for technical problems experienced or observed by the customer.

Provide training content to address current and existing barriers.

Provide a detailed cost structure for the management team.

Provide direct and in-depth technical expertise upon customer request.

2. On which two objectives should communication with customer executives focus? (Choose two)

return on investment

new sales

product improvement

user training

time to value

3. The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition.

Which two business outcomes are critical to the company’s success? (Choose two.)

risk management

employee satisfaction

cost efficiency

credibility

sustainability

4. Which two activities support Customer Success planning? (Choose two.)

service ticket tracking

adoption barrier identification

quality control

service delivery program management

KPI tracking

5. Which two actions are critical when communicating with executives? (Choose two.)

Keep services as a primary topic

Focus on the value achieved

Incorporate the sales team’s plan

Target executive priorities

Focus on technical details

6. 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?

Engage with the account team to understand the expansion opportunities

Perform a deep analysis of all the sales orders to the past 24 months

Build an understanding of your customer’s business and market trends and priorities

Speak the internal contacts to understand the customer sentiment and outstanding escalations

7. What is the value proposition of customer success for customers?

business vision support

technical assistance prioritization

external publicity

incremental rewards

8. DRAG DROP

Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.

9. Your customer’s business outcome is to drive employee efficiencies.

Which key metrics measure this outcome?

increase in new subscribers or increase in end users

number of incidents reported or number of compliance issues

reduction in headcount or operational support costs

customer and employee feedback

number of activities completed or increase in direct time

10. Which term describes the gap between the features and functions customers purchases and the features and functions customers use?

consumption

organizational

financial

capability

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11. During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company ABC. They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription.

Which barrier must the CSM overcome?

operational

business

technical

data

12. The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution.

Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)

Create a new Health Index dashboard with the Sales team.

Evaluate the customer's expertise in managing the purchased solution.

Examine solution pricing with the Renewals Manager.

Schedule Quarterly Business Review with the new leadership team.

Review the original business case and reassess desired outcomes with the new leadership team.

13. Which Key Performance Indicators contribute to customer value achievements?

profit and risk reduction

employee usage and training volume

product, services, and sales

cost, time, and customer satisfaction

14. 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.

15. How can Customer Success Plan tracking drive additional license purchases?

The Success Plan tracks the mean time to failure of the solution.

The Success Plan tracks the number of threats blocked and benchmarks it against the previous year.

The Success Plan tracks gains in user productivity and communicates this back to the business.

The Success Plan tracks the number of technical support cases opened.

16. In which lifecycle stage would a lack of skilled resources be identified as a barrier?

sales proof of concept

late-stage adoption

early-stage adoption

solution renewal

17. What is a barrier to adopting software tools?

limited resources

recurring cost

commercial decision

organization size

18. A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, they complain to the Customer Success Manager that they cannot verify who and how the licenses are being used.

Which two types of adoption barriers are occurring? (Choose two.)

process

people

tools

platform

application

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

product deployment

contract renewal

decrease in the number of problem reports

movement to evaluate stage

20. Why should a customer’s success be documented?

to establish KPIs that measure success

to provide awareness of the value achieved by the solution

to provide expansion opportunities for the sales team

to document roles and responsibilities for project management

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21. Which type of analytics has telemetry that shows the customer’s use of the software and defines what has happened to date?

descriptive

diagnostic

prescriptive

predictive

22. Which type of information should be captured during the first customer engagement?

cases escalated to technical support

expansion opportunities

customer's desired outcomes

stakeholder map

23. Which statement describes the difference between customer success and customer sales?

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.

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.

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.

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.

24. What is the customer success objective of a Quarterly Success Review?

Introduce new products and services.

Evaluate renewal contract.

Align work effort to outcomes.

Create a success plan.

25. Which type of analytics has telemetry that demonstrates the customer’s use of the software and actions to date?

diagnostic

descriptive

prescriptive

predictive

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

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.

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.

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.

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.

27. Which two actions are in adoption campaign? (Choose two.)

messaging to users on best practice approaches to their solution

messaging to stakeholders on new product releases

messaging to stakeholders on the new features of their solution

survey sent to all end users

renewal reminder to stakeholders

28. Refer to the exhibit.

Which initial action does a Customer Success Manager take?

Run analysis on all the license types used by the customer on all platforms

Share the report with the customer point of contact for license types B and D and determine causes

Provide trending information on license types B and D and share with all stakeholders

Inform the Sales Account Manager to position a new version of licenses types B and D with additional features

29. 1.A Customer Success Manager was assigned a strategic new account.

Which action prepares them for the customer introduction meeting?

Engage with the account team to understand the expansion opportunities.

Perform a deep analysis of all the sales orders to the past 24 months.

Document customer's current technical escalations.

Speak the internal contacts to understand the customer's priorities and sentiment.

30. 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?

Evaluate the availability of resources to work on the problem.

Engage a specialist to identity a technical solution or workaround.

Conduct an assessment of the business impact of the problem.

Establish a timeline of when a solution must be in place.

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31. Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager’s company.

Which two opportunities can lead to advocacy? (Choose two.)

moments of success when the customer acknowledges progress

successful contract renewal

green health scores over intermittent time periods

continuing results based on unexpected value

results that are not measurable

32. Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?

Customer Success Specialist

Technical Engineer

Sales Engineer

Solution Product Manager