Cisco 820-605 DTCSM Exam Questions Instant Access

Question 1

Which activity reduces the risk of churn?

Aexpanding the customer footprint

Blowering the service level

Cproviding a discount on renewal

Deducating on product features

Answer : A

Expanding the customer footprint involves increasing the adoption of services or products within the existing customer base.This can lead to a deeper integration of the supplier's offerings into the customer's operations, making the customer more reliant on these services and less likely to churn..

Question 2

What is the barrier type when end-users are having difficulties understanding the features and functionalities of the new solution?

Atechnical

Bbusiness

Coperational

Dcorporate culture

Answer : A

When end-users have difficulties understanding the features and functionalities of the new solution, it is considered a technical barrier.This type of barrier relates to the complexity or usability of the solution itself, which can hinder users' ability to effectively engage with it

Question 3

Which two Customer Success Manager activities from a Success Plan review demonstrate value for the customer? (Choose two.)

ATrack volume of use cases contained in the plan.

BCommunicate achievement of desired outcomes and associated KPIs.

CMove to a high-touch engagement model.

DOptimize adoption consumption of the solution.

EProvide detailed communication to stakeholders.

Answer : B, D

Question 4

On which two objectives should communication with customer executives focus? (Choose two.)

Areturn on investment

Bproduct improvement

Cnew sales

Duser training

Etime to value

Answer : A, E

Communication with customer executives should focus on the return on investment and the time to value, as these objectives are typically top priorities for executive-level stakeholders.Reference: Executive communication guidelines that prioritize value demonstration and alignment with leadership objectives.

Question 5

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.)

Aprocess

Bpeople

Ctools

Dplatform

Eapplication

Answer : A, C

The adoption barriers occurring here are related to process and tools. The process barrier may involve inadequate procedures or systems for tracking license usage.The tools barrier suggests that there may be a lack of appropriate software or mechanisms to monitor and verify how the licenses are being utilized67.

Question 6

Which definition of a use case is true?

Acomparison of the marketing description of what a product does to the customer's experience

Blist of actions or event steps that a customer uses

Clist of actions or event steps that typically defines the interactions between a role and a system to achieve a goal

Dlist of instructions that customer uses for their software

Answer : C

A use case is a description of a system's behavior as it responds to a request that originates from outside of that system. In other words, a use case defines the interactions between external actors and the system to accomplish a goal. The actors can be human users, other systems, or hardware devices.Each use case provides one or more scenarios that convey how the system should interact with the actors to achieve a specific business objective.Reference: Cisco Customer Success Manager documentation1, and additional insights on use cases and their importance in outlining and executing a roadmap for achieving success2.

Question 7

What is the first step a Customer Success Manager should take to identify why the customer purchased a solution?

ACollaborate with the sales team.

BAsk executive leadership for insight into their technical problems.

CEvaluate the Customer Success Plan and technology overview.

DConsult with end users to identify their original issues.

Answer : A

Cisco Customer Success Manager 820-605 DTCSM Exam Questions