Cisco 820-605 Certification Exam Sample Questions and Answers

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Cisco 820-605 (CSM) Sample Questions:

01. Knowing the business outcomes that a CSM’s customers expect builds which aspect of trust?
a) Intimacy
b) Reliability
c) Credibility
d) Self-Orientation
 
02. Which two objectives are MOST aligned with the Customer Success Manager role?
Choose two.
a) Drive outcome achievement and time-to-value
b) Own customer incident resolution end-to-end
c) Identify barriers to adoption and actions to remove them
d) Set product roadmap priorities for engineering
 
03. Enterprise Networking products fall into which three of the following categories?
(Choose three.)
a) WLAN for wireless networking
b) LAN for switching
c) WAN for routing
d) Collaboration
 
04. 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
 
05. A 'High touch' customer engagement model is most appropriate for which type of customer segment?
a) Customers with low revenue potential
b) Customers who prefer self-service options
c) All customers equally
d) High-value customers requiring personalized service
 
06. What is the BEST action to reduce time-to-value when implementation is stalled due to unclear scope and milestones?
a) Increase email cadence to all stakeholders
b) Reconfirm outcome scope and reset milestones with accountable owners
c) Pause engagement until the customer reinitiates
d) Propose an expansion to unlock more features
 
07. During onboarding, stakeholders disagree on priorities. What should the CSM do FIRST to stabilize execution?
a) Facilitate alignment on desired outcomes, KPIs, and critical success factors
b) Skip outcome discussions and begin enablement immediately
c) Escalate to renewal management
d) Launch an adoption campaign without sponsor approval
 
08. Which element BEST connects critical success factors to business outcomes?
a) A detailed inventory of purchased SKUs
b) KPIs and metrics tied to outcome progress
c) A list of implementation deliverables only
d) A schedule of internal vendor meetings
 
09. Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally.
Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications.
Which two main barriers to adoption does the customer face?
(Choose two.)
a) technical barrier
b) cultural barrier
c) process barrier
d) product barrier
e) cost barrier
 
10. How do outcomes and metrics contribute to customer value achievement?
a) They provide a structured way to assess competitive positioning.
b) They offer insights into operational efficiency only.
c) They help in tracking progress towards predefined goals.
d) They primarily guide product pricing strategies.

Solutions:

Question: 01

Answer: c

Question: 02

Answer: a, b

Question: 03

Answer: a, b, c

Question: 04

Answer: b

Question: 05

Answer: d

Question: 06

Answer: b

Question: 07

Answer: a

Question: 08

Answer: b

Question: 09

Answer: a, b

Question: 10

Answer: c

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