820-605 Pre-Exam Practice Tests | (Updated 103 Questions)
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NEW QUESTION 56
What is the best reason for documenting your customer's success?
- A. To document roles and responsibilities for your project management
- B. To establish KPI's that measure the success of your company's business
- C. To provide awareness of the value achieved by the customer's purchased solution
- D. To provide expansion opportunities for your sales team
Answer: B
NEW QUESTION 57
Which definition of customer success is true?
- A. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.
- B. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.
- C. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
- D. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
Answer: D
NEW QUESTION 58
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 59
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. product barrier
- C. cultural barrier
- D. cost barrier
- E. process barrier
Answer: B,C
NEW QUESTION 60
Which two outcomes are expansion opportunities within customer success? (Choose two.)
- A. purchase of a new solution
- B. deployment of solution
- C. expansion of solution services
- D. renewal of solution subscription
- E. expansion of solution features
Answer: B,E
NEW QUESTION 61
In which stage does the Customer Success Manager initially validate stakeholders?
- A. purchase
- B. onboarding
- C. deployment
- D. utilization
Answer: B
NEW QUESTION 62
An external customer case study is being created. Drag and drop the contents which show value from the left onto the right. Not all content choices are used.
Answer:
Explanation:
NEW QUESTION 63
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. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
- C. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
- D. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.
Answer: D
NEW QUESTION 64
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.
Answer:
Explanation:
NEW QUESTION 65
The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?
- A. Give the customer a discount on a future purchase
- B. Provide the customer with a chargeable deployment service
- C. Re-enforce the time to value of the solution
- D. Suggest that the customer replace their existing staff
Answer: C
NEW QUESTION 66
Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)
- A. telemetry
- B. health score
- C. training surveys
- D. risk management
- E. help desk data
Answer: B,E
NEW QUESTION 67
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. sustainability
- B. risk management
- C. credibility
- D. cost efficiency
- E. employee satisfaction
Answer: D,E
NEW QUESTION 68
Refer to the exhibit.
Which initial action does a Customer Success Manager take?
- A. Provide trending information on license types B and D and share with all stakeholders
- B. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features
- C. Share the report with the customer point of contact for license types B and D and determine causes
- D. Run analysis on all the license types used by the customer on all platforms
Answer: D
NEW QUESTION 69
Which type of analytics have telemetry that show the customer's use of the software and define what has happened to date?
- A. diagnostic
- B. prescriptive
- C. predictive
- D. descriptive
Answer: C
NEW QUESTION 70
Which method is directly associated with evaluating a customer outcome?
- A. benchmarks
- B. metrics
- C. key performance indicators
- D. milestones
Answer: B
NEW QUESTION 71
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. sustainability
- B. risk management
- C. credibility
- D. cost efficiency
- E. employee satisfaction
Answer: D,E
NEW QUESTION 72
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. business
- C. operational
- D. technical
Answer: C
NEW QUESTION 73
The Customer Success Manager notices that their customer has delayed going into production.
Which action does the Customer Success Manager consider?
- A. Give the customer a discount on a future purchase
- B. Provide the customer with a chargeable deployment service
- C. Re-enforce the time to value of the solution
- D. Suggest that the customer replace their existing staff
Answer: C
NEW QUESTION 74
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. product barrier
- B. cultural barrier
- C. technical barrier
- D. cost barrier
- E. process barrier
Answer: B,C
NEW QUESTION 75
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. network utilization, number of meetings user initiated, number of users
- D. number of users registered, number of meetings user initiated, number of meetings user joined
Answer: D
NEW QUESTION 76
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. product barrier
- B. technical barrier
- C. cultural barrier
- D. cost barrier
- E. process barrier
Answer: C,E
NEW QUESTION 77
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