2023 Latest 100% Exam Passing Ratio - 820-605 Dumps PDF
Pass Exam With Full Sureness - 820-605 Dumps with 124 Questions
NEW QUESTION 45
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. cost barrier
- E. product barrier
Answer: B,C
NEW QUESTION 46
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 47
What are two examples of expand opportunities? (Choose two.)
- A. training on existing features
- B. adding headcount to manage solution by the customer
- C. increasing license count
- D. providing solution optimization services
- E. hosting an executive review
Answer: C,D
NEW QUESTION 48
What is the purpose of capturing moments of success with a customer?
- A. renewing the contract and subscription
- B. recognizing the value of the engagement
- C. validating deployment of the solution
- D. expanding the purchased solution
Answer: B
NEW QUESTION 49
A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.)
- A. Advertise additional user training sessions throughout the organization.
- B. Have marketing write a blog post about the new solution.
- C. Block all alternative chat and video collaboration systems.
- D. Encourage the customer to purchase updated endpoints.
- E. Conduct a survey to determine which collaboration solutions users are using.
Answer: A,C
NEW QUESTION 50
Refer to the exhibit. What does this health score indicate?
- A. The customer is unlikely to advocate for this product.
- B. The customer needs to consume more of this product.
- C. The customer needs to purchase more licenses.
- D. The customer is unlikely to renew this license.
Answer: A
NEW QUESTION 51
You notice a decline over time in your customer's usage of your product. Which action do you consider?
- A. Carefully tell the customer to get more people to use your product
- B. Re-assess the customer's business process and outline the capability of the solution
- C. Tell the customer a new solution will soon be available
- D. Show the customer a comparison of the solution versus the competition
Answer: B
NEW QUESTION 52
Refer to the exhibit.
The graph shows a customer with a software product and highlights the number of paid- for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?
- A. The customer has increased usage, which shows a strong indicator of renewal
- B. The customer's usage is too low to correctly measure the chance of their retention
- C. The customer's usage has seen a recent decline and the chance of them churning will be higher
- D. The customer has a high probability to renew and will include an expanded opportunity
Answer: C
NEW QUESTION 53
What is the first step a Customer Success Manager should take to identify why the solution was purchased?
- A. Review the bill of materials
- B. Evaluate the Customer Success Plan
- C. Collaborate with the sales team.
- D. Engage with the customer
Answer: D
NEW QUESTION 54
Why should a customer's success be documented?
- A. to provide awareness of the value achieved by the solution
- B. to establish KPIs that measure success
- C. to document roles and responsibilities for project management
- D. to provide expansion opportunities for the sales team
Answer: A
NEW QUESTION 55
In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?
- A. Use
- B. Adopt
- C. Implement
- D. Onboard
Answer: B
NEW QUESTION 56
Refer to the exhibit. Which initial action does a Customer Success Manager take?
- A. Share the report with the customer point of contact for license types B and D and determine causes
- B. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
- C. Run analysis on all the license types used by the customer on all platforms
- D. Provide trending information on license types B and D and share with all stakeholders
Answer: D
NEW QUESTION 57
What is Quarterly Success Review?
- A. a conversation that outlines key initiatives that are agreed upon in the success plan.
- B. gap analysis that focuses on the state of the customer's current architecture.
- C. technical analysis that outlines the implementation plan and adoption barriers.
- D. new success plan that focuses on the upcoming goals for the customer.
Answer: D
NEW QUESTION 58
Which statement describes an end user adoption barrier?
- A. The budget is insufficient to implement the solution for a new branch of the business.
- B. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
- C. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
- D. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.
Answer: C
NEW QUESTION 59
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. limited telemetry
- C. purchase policy process
- D. business misalignment
- E. lack of common features
Answer: A,C
NEW QUESTION 60
A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, they complain to the Customer Success Manager that they cannot verify who and how the licenses are being used. Which two types of adoption barriers are occurring? (Choose two.)
- A. platform
- B. application
- C. process
- D. people
- E. tools
Answer: C,D
NEW QUESTION 61
Refer to the exhibit.
Based on the stage and health reflected, what must be the first priority of the success plan?
- A. Design and propose a discount on product G.
- B. Identify and document barriers that impact product C.
- C. Offer and encourage the opportunity for the customer to participate in a success story for product F.
- D. Contact and collaborate with the individuals involved in the onboarding of product E.
Answer: B
NEW QUESTION 62
The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?
- A. Re-enforce the time to value of the solution.
- B. Give the customer a discount on a future purchase.
- C. Provide the customer with a chargeable deployment service.
- D. Suggest that the customer replace their existing staff.
Answer: C
NEW QUESTION 63
Which two results of a successful customer onboarding stage are the most important? (Choose two )
- A. stakeholders identified
- B. desired business outcomes discussed
- C. network diagrams discussed
- D. account relationships identified
- E. organization chart discussed
Answer: B,E
NEW QUESTION 64
Which two options are reasons why effective communications is key to success? (Choose two.)
- A. Can help mitigate the intrinsic risks within negotiation.
- B. Can help lessen the impact of business weakness.
- C. It allows other strengths to create maximum impact.
- D. It allows effective interaction between stakeholders.
Answer: B,D
NEW QUESTION 65
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. purchase of a new solution
- B. expansion of solution services
- C. renewal of solution subscription
- D. deployment of solution
- E. expansion of solution features
Answer: B,E
NEW QUESTION 66
Which sources should be used to uncover customer barriers?
- A. data, health score, intuition
- B. conversation, data, health score
- C. intuition, observation, data
- D. observation, conversation, data
Answer: D
NEW QUESTION 67
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