820-605 Online Practice Questions and Answers

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

A. Introduce new products and services.

B. Evaluate renewal contract.

C. Align work effort to outcomes.

D. Create a success plan.

Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago. The client has requested a meeting to improve the situation. Which reports are critical to the success of the meeting?

A. number of users registered, bandwidth utilization, number of training sessions user joined

B. number of users registered, service logs, number of users

C. number of users registered, number of meetings user initiated, number of meetings user joined

D. network utilization, number of meetings user initiated, number of users

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

A. KPIs

B. Stakeholder Map

C. RACI

D. Health Index Report

In which stage does the Customer Success Manager initially validate stakeholders?

A. onboarding

B. deployment

C. utilization

D. purchase

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.)

A. Create a new Health Index dashboard with the Sales team.

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

C. Examine solution pricing with the Renewals Manager.

D. Schedule Quarterly Business Review with the new leadership team.

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

What is the best method to measure customer consumption of technology?

A. telemetry and analytics

B. recurring revenue management

C. enterprise CRM and incident management

D. content management

A customer voices frustration because the purchased solution is not being adopted as expected within the organization, and the organization's new leadership does not have a historical perspective of the expected outcomes. Which two activities should the Customer Success Manager initiate to create mitigation plans to address these risk factors? (Choose two)

A. Research the list of accelerators.

B. Review the account health score.

C. Analyze the adoption report.

D. Examine the recent QBR results.

E. Evaluate the architecture value cards.

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

A. service ticket tracking

B. adoption barrier identification

C. quality control

D. service delivery program management

E. KPI tracking

Refer to the exhibit.

Which initial action does a Customer Success Manager take?

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

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

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

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

What are two examples of leveraging data to identify a customer barrier? (choose two)

A. noting change in customer executive team

B. consulting the health index

C. providing training recommendations

D. reviewing installed base details

E. evaluating feedback from the customer operations team

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. operational

B. business

C. technical

D. data

What is the value proposition of customer success for customers?

A. business vision support

B. technical assistance prioritization

C. external publicity

D. incremental rewards

How can Customer Success Plan tracking drive additional license purchases?

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

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

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

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

The customer purchased a solution with a specific use case in mind but has not yet expressed interest in additional use cases. Which two actions gain their commitment to add use cases? (Choose two.)

A. Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.

B. Recognize tools that compete with the expansion opportunity and offer discounts to switch.

C. Conduct a discovery session to uncover their additional pain points.

D. Provide additional training on the current use case to drive adoption.

E. Present case studies that outline the benefits they achieved and highlight compelling metrics.

Which analysis model is used to better understand the customer business environment?

A. dashboard

B. SWOT

C. renewal contract

D. RACI