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NEW QUESTION # 51
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?
- A. Quarterly Success Review build and delivery
- B. customer's stakeholders and their business outcomes
- C. service introduction to confirm that they know how to submit service issues at the go live
- D. additional features that will align with the business outcomes
- E. initial user group identified and their use cases confirmed
Answer: B,E
NEW QUESTION # 52
Which scenario represents a use case expand opportunity?
- A. solution management team adds headcount
- B. endpoint security solution extended to cover data center servers in addition to laptops
- C. usage KPIs are on target entering the fourth quarter
- D. supplementary training sessions are organized on existing features
Answer: B
NEW QUESTION # 53
Which role within a Customer Success organization acts as a single contact point for a customer across multiple technologies?
- A. Delivery Team
- B. Customer Success Manager
- C. Account Manager
- D. Customer Success Specialist
Answer: B
NEW QUESTION # 54
Which statement describes an end user adoption barrier?
- A. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.
- B. The budget is insufficient to implement the solution for a new branch of the business.
- C. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
- D. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
Answer: C
NEW QUESTION # 55
In which lifecycle stage would a lack of skilled resources be identified as a barrier?
- A. sales proof of concept
- B. solution renewal
- C. early-stage adoption
- D. late-stage adoption
Answer: A
NEW QUESTION # 56
Refer to the exhibit. What does this health score indicate?
- A. The customer is unlikely to renew this license.
- B. The customer needs to purchase more licenses.
- C. The customer is unlikely to advocate for this product.
- D. The customer needs to consume more of this product.
Answer: D
NEW QUESTION # 57
Which two actions are critical when communicating with executives? (Choose two.)
- A. Target executive priorities
- B. Focus on technical details
- C. Incorporate the sales team's plan
- D. Focus on the value achieved
- E. Keep services as a primary topic
Answer: A,D
NEW QUESTION # 58
What is the barrier type when end-users are having difficulties understanding the features and functionalities of the new solution?
- A. corporate culture
- B. technical
- C. business
- D. operational
Answer: D
NEW QUESTION # 59
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. Provide technical configuration for development
- C. Discuss new opportunities and new products to purchase
- D. Create a success plan to be reviewed with the customer at the next review meeting
Answer: A
NEW QUESTION # 60
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?
- A. customer's stakeholders and their business outcomes
- B. Quarterly Success Review build and delivery
- C. initial user group identified and their use cases confirmed
- D. service introduction to confirm that they know how to submit service issues at the go live
- E. additional features that will align with the business outcomes
Answer: D
NEW QUESTION # 61
A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach to measure success is the best?
- A. Measure the number of complaints raised by students
- B. Twice yearly student and staff surveys with two QUESTIONs related to IT
- C. Combination of tailored surveys and IT tools-based metrics
- D. Implement staff Super Users to provide feedback
Answer: A
NEW QUESTION # 62
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. expansion of solution services
- B. renewal of solution subscription
- C. deployment of solution
- D. purchase of a new solution
- E. expansion of solution features
Answer: C,E
NEW QUESTION # 63
What are two barriers of adoption in an organization? (Choose two.)
- A. new product sales motion
- B. organizational announcements
- C. implementation issues
- D. lack of knowledge on solution
- E. hiring practices
Answer: C,D
NEW QUESTION # 64
What are two barriers to adoption within an organization? (Choose two.)
- A. organizational silos
- B. centralized IT organization
- C. inadequate knowledge and skills
- D. solution implemented by partner
- E. agile development model
Answer: A,C
NEW QUESTION # 65
In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)
- A. The adoption campaign provides free trial licenses for feature upgrades.
- B. The adoption campaign notifies customers of a critical bug.
- C. The adoption campaign surveys all end users for product feedback.
- D. The adoption campaign provides free user training.
- E. The adoption campaign provides notifications of new feature releases.
Answer: C,E
NEW QUESTION # 66
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