View All 820-605 Actual Free Exam Questions May 04, 2023 Updated
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NEW QUESTION # 10
Which two actions are in adoption campaign? (Choose two.)
- A. renewal reminder to stakeholders
- B. messaging to stakeholders on new product releases
- C. survey sent to all end users
- D. messaging to stakeholders on the new features of their solution
- E. messaging to users on best practice approaches to their solution
Answer: B,D
NEW QUESTION # 11
A customer does not feel they have received value from a software solution, and the 3-year contract is expiring in 60 days. The customer is hesitant to continue spending money and is considering other alternatives. Which stakeholder is responsible for ensuring that the customer realizes value from solutions coming up for renewal?
- A. Account Manager
- B. Product Sales Specialist
- C. Renewals Manager
- D. Customer Success Manager
Answer: D
NEW QUESTION # 12
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.
Answer:
Explanation:
NEW QUESTION # 13
DRAG DROP
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.
Select and Place:
Answer:
Explanation:
NEW QUESTION # 14
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?
- A. data
- B. operational
- C. business
- D. technical
Answer: C
NEW QUESTION # 15
The Customer Success Manager notices that their customer has delayed going into production.
Which action does the Customer Success Manager consider?
- A. Provide the customer with a chargeable deployment service
- B. Give the customer a discount on a future purchase
- C. Suggest that the customer replace their existing staff
- D. Re-enforce the time to value of the solution
Answer: D
NEW QUESTION # 16
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)
- A. Review and update the success plan for ongoing activities.
- B. No action is necessary as long as the health index is green.
- C. Observe the online image of the customer.
- D. Manage the service issues and escalations.
- E. Join the sales and marketing strategy meetings.
Answer: B,E
NEW QUESTION # 17
Which element evaluates a customer outcome?
- A. metrics
- B. key performance indicators
- C. benchmarks
- D. milestones
Answer: B
NEW QUESTION # 18
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?
- A. current existing products that are being displaced by the solution
- B. current configuration guide of the product solution
- C. product use case that will achieve the desired outcome
- D. KPI that will be improved by the new product solution
Answer: C
Explanation:
Explanation/Reference: https://sixteenventures.com/improve-adoption
NEW QUESTION # 19
The customer wants to improve operational expenditure and reduce the C02 footprint of the organization. Which two business outcomes are critical to the company's success? (Choose two.)
- A. credibility
- B. time to market
- C. cost efficiency
- D. business growth
- E. sustainability
Answer: A,C
NEW QUESTION # 20
Which list of components of a Customer Success Quarterly Success Review is common"?
- A. results from prior quarter, product roadmap proposed marketing new products, and confirm goals for the next quarter
- B. results from prior quarter, services delivered, issues and open services cases, and confirm goals tor next quarter
- C. results from prior quarter, agreed actions completed benchmarking with the market, and confirm goals for next quarter
- D. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter
Answer: C
NEW QUESTION # 21
The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two)
- A. lack of communication
- B. lack of common features
- C. business misalignment
- D. purchase policy process
- E. limited telemetry
Answer: A,D
NEW QUESTION # 22
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.
Answer:
Explanation:
NEW QUESTION # 23
Which expense is aN operating expense (OPEX)?
- A. software
- B. office improvements
- C. computer equipment
- D. payroll
Answer: D
NEW QUESTION # 24
What is Quarterly Success Review?
- A. technical analysis that outlines the implementation plan and adoption barriers.
- B. a conversation that outlines key initiatives that are agreed upon in the success plan.
- C. gap analysis that focuses on the state of the customer's current architecture.
- D. new success plan that focuses on the upcoming goals for the customer.
Answer: C
NEW QUESTION # 25
Which scenario represents a use case expand opportunity?
- A. supplementary training sessions are organized on existing features
- B. endpoint security solution extended to cover data center servers in addition to laptops
- C. solution management team adds headcount
- D. usage KPIs are on target entering the fourth quarter
Answer: B
NEW QUESTION # 26
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.)
- A. credibility
- B. cost efficiency
- C. employee satisfaction
- D. sustainability
- E. risk management
Answer: B,C
NEW QUESTION # 27
You notice a decline over time in your customer's usage of your product.
Which action do you consider?
- A. Show the customer a comparison of the solution versus the competition
- B. Re-assess the customer's business process and outline the capability of the solution
- C. Carefully tell the customer to get more people to use your product
- D. Tell the customer a new solution will soon be available
Answer: B
NEW QUESTION # 28
A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?
- A. Contact the services team and request that they reach out to the customer to address the solution
- B. No action is needed because the customer will probably renew and you can address the issue after the renewal
- C. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
- D. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
Answer: C
NEW QUESTION # 29
What is a type of expansion opportunity?
- A. additional user groups
- B. using latest release versions
- C. strong stakeholder communication
- D. positive customer sentiment
Answer: A
NEW QUESTION # 30
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?
- A. current existing products that are being displaced by the solution
- B. current configuration guide of the product solution
- C. product use case that will achieve the desired outcome
- D. KPI that will be improved by the new product solution
Answer: C
NEW QUESTION # 31
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