Cisco 820-605 DTCSM Exam Questions Instant Access

Question 1

When does the customer start receiving value from the purchased product or solution?

Awhen the customer acknowledges that a desired outcome is being achieved

Bwhen the customer looks for ways to expand the solution

Cwhen telemetry and usage insights are leveraged

Dwhen the technology is designed for the customer's existing infrastructure

Answer : A

Question 2

What are two operational barriers to adoption in an organization? (Choose two.)

lack of skills

AInsufficient understanding of benefits

Bnew product sales motion

Chiring practices

Dorganizational announcements

Answer : A, B

Question 3

What is a lagging indicator?

Aincrease in the number of trained users

Badoption of a product

Cdevelopment of a new product

Dincrease in the net promoter score

Answer : D

A lagging indicator is a metric that reflects the success or failure after an event has occurred.In the context of customer success, an increase in the net promoter score (NPS) is a lagging indicator because it measures customer sentiment after they have experienced the product or service.

Question 4

Which Quarterly Success Review outcome is relevant for the customer?

Aon-time delivery of services

Bdecrease in the number of Priority 1 cases

Caligned business priorities and outcomes

Dcoverage of the install base has risen to 95%

Answer : C

Question 5

Which action should a Customer Success Manager take to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?

AProvide break-fix support for technical problems experienced or observed by the customer.

BProvide a detailed cost structure for the management team.

CProvide training content to address current and existing barriers.

DProvide direct and in-depth technical expertise upon customer request.

Answer : C

When a customer moves from the Implement to the Use stage in the lifecycle, it is crucial for a Customer Success Manager to provide training content that addresses both current and existing barriers.This action ensures that the customer's team is equipped with the necessary knowledge and skills to effectively use the product, leading to better adoption and utilization1.

Question 6

What are the two expected outcomes of the customer onboard stage? (Choose two.)

Aopportunities for advocacy shared

Bstakeholders identified

Cbusiness outcomes with KPI metrics identified

Dtraining sessions for end users planned

Enetwork diagrams provided

Answer : B, C

The expected outcomes of the customer onboard stage include identifying stakeholders who will be involved in or affected by the implementation of the solution, and defining the business outcomes along with the Key Performance Indicators (KPIs) that will be used to measure success. These steps are crucial for setting clear expectations and for tracking progress towards achieving the desired results.Reference: Cisco Customer Success Manager documentation, which outlines the onboarding process and the importance of stakeholder engagement and outcome definition.

Question 7

What is the financial implication of churn?

Areduced technology footprint

Bincreased user licensing

Creduced revenue

Dincreased renewal value

Answer : C

The financial implication of churn is reduced revenue. When customers discontinue their subscriptions or stop purchasing products, the company's revenue decreases.Reference: Financial analyses related to customer churn highlight the direct impact on revenue, emphasizing the importance of retaining customers to maintain financial stability.

Cisco Customer Success Manager 820-605 DTCSM Exam Questions