820-605 Sample Questions Answers

onboarding

deployment

utilization

purchase

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

number of users registered, service logs, number of users

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

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

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

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

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

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

Identify features or functions that are not deployed or underutilized.

Identify potential accelerators that could optimize performance.

Review customer acceptance test plan.

Validate that all required items have been purchased.

key performance indicators

milestones

metrics

benchmarks

cost efficiency

employee satisfaction

time to market

business growth

sustainability

It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.

It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.

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.

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.

Quarterly Success Review build and delivery

service introduction to confirm that they know how to submit service issues at the go live

initial user group identified and their use cases confirmed

customer’s stakeholders and their business outcomes

additional features that will align with the business outcomes

operational

business

technical

data

to establish KPIs that measure success

to provide awareness of the value achieved by the solution

to provide expansion opportunities for the sales team

to document roles and responsibilities for project management

sales proof of concept

late-stage adoption

early-stage adoption

solution renewal

Engage the service delivery manager and request two days of free consultation for the customer

Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution

Escalate the situation to your manager and request a customer visit to understand concerns and expectations

Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps

solution implemented by partner

agile development model

inadequate knowledge and skills

centralized IT organization

organizational silos

comparison of the marketing description of what a product does and the customer’s experience.

list of actions that define the interactions between a role and a system to achieve a goal.

list of actions or event steps that a customer uses.

list of instructions customers use for their software.

Engage with the account team to understand the expansion opportunities.

Perform a deep analysis of all the sales orders to the past 24 months.

Document customer's current technical escalations.

Speak the internal contacts to understand the customer's priorities and sentiment.