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Practice: latest Cisco 820-605 DTCSM exam questions

QUESTION 1

What are two barriers to adoption in an organization? (Choose two.)

A. new product sales motion
B. lack of knowledge on solution
C. organizational announcements
D. implementation issues
E. hiring practices

Correct Answer: BD


QUESTION 2

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 meetings. 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 do the
customers face? (Choose two.)

A. technical barrier
B. cultural barrier
C. process barrier
D. product barrier
E. cost barrier

Correct Answer: BC

QUESTION 3

You notice a decline over time in your customer\\’s usage of your product. Which action do you consider?

A. Tell the customer a new solution will soon be available
B. Carefully tell the customer to get more people to use your product
C. Re-assess the customer\\’s business process and outline the capability of the solution
D. Show the customer comparison of the solution versus the competition

Correct Answer: C

QUESTION 4

During the delivery of a security solution, adoption barriers were identified. Those barriers were addressed, and the
customer\\’s business goals are now fulfilled. The customer is pleased with their solution and shares this experience in
blogs and social media. In which stage is the customer?

A. Adoption
B. Optimize
C. Expand
D. Advocate

Correct Answer: D

QUESTION 5

From a Customer Success perspective, which reason to monitor your customer\\’s health is the most important?’

A. It provides the opportunity to address any changes in the customer\\’s experience or actions around the solution
B. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
C. Understanding your customer\\’s health directly enables renewals
D. It gives the customer valuable insight so they can automatically renew critical on time

Correct Answer: C

Reference: https://www.gainsight.com/customer-success-best-practices/how-to-score-customer-health/

QUESTION 6

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

A. messaging to users on best practice approaches to their solution
B. messaging to stakeholders on new product releases
C. messaging to stakeholders on the new features of their solution
D. survey sent to all end-users
E. renewal reminder to stakeholders

Correct Answer: AD

Reference: https://support.totango.com/hc/en-us/articles/206811036-Putting-Customer-Success-Campaigns-Into-Action

QUESTION 7

Which tool is used by the Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?

A. KPIs
B. Health Index Report
C. RACI
D. Stakeholder Map

Correct Answer: D

QUESTION 8

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

A. Customer Success Specialist
B. Technical Engineer
C. Sales Engineer
D. Solutions Product Manager

Correct Answer: B

QUESTION 9

Which two steps in the customer lifecycle approach are owned by the sales and marketing team? (Choose two.)

A. Experience
B. Evaluation
C. Awareness
D. Deployment
E. Adoption

Correct Answer: CE

QUESTION 10

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

A. 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.
B. Customer sales are 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.
C. Customer sales are about getting customers to utilize their solutions to get the value they intended. Customer success is about expanding the customer\\’s portfolio.
D. Customer sales are about selling solutions to meet business needs. Customer success is about finding the product
opportunities for sales as the customer utilizes their current solution.

Correct Answer: A

QUESTION 11

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. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
C. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address
the issue
D. No action is needed because the customer will probably renew and you can address the issue after the renewal

Correct Answer: C

QUESTION 12

Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

A. KPI that will be improved by the new product solution
B. current existing products that are being displaced by the solution
C. current configuration guide of the product solution
D. product use case that will achieve the desired outcome

Correct Answer: D

Reference: https://sixteenventures.com/improve-adoption

QUESTION 13

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

A. Evaluate the renewal contract.
B. Introduce new products and services.
C. Align work effort to outcomes
D. Create a success plan

Correct Answer: D

All questions of the Cisco 820-605 are related to the latest syllabus, and the answers to these questions are also valid. Of course the above is only part.

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