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Cisco 820-605 Dumps

Exam Code:
820-605
Exam Name:
Cisco Customer Success Manager (CSM)
Last Update: Mar 20, 2023
124 Questions
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Cisco Customer Success Manager (CSM) Questions and Answers

Questions 1

A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership. Which action does the Customer Success Manager take first?

Options:

A.

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

B.

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

C.

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

D.

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

Questions 2

Why should a customer’s success be documented?

Options:

A.

to establish KPIs that measure success

B.

to provide awareness of the value achieved by the solution

C.

to provide expansion opportunities for the sales team

D.

to document roles and responsibilities for project management

Questions 3

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?

Options:

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

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