820-605 Exam Questions

What is the best reason for documenting your customer's success?

What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

What is a type of expansion opportunity?

Which sources should be used to uncover customer barriers?

Which adoption barrier results from failing to identify key stakeholders?

What is the value proposition of customer success for customers?

What is a consideration in evaluating readiness for adoption?

What is a barrier to adopting software tools?

A customer voices frustration because the purchased solution is not being adopted as expected within the organization, and the organization's new leadership does not have a histori...

In which stage of the Customer Lifecycle does the Success Plan get updated for the first time?

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

Which action should be taken to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?

Which activity reduces the risk of churn?

What is the desired outcome for a Customer Success Manager to achieve for a customer?

Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?

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

During the delivery of a security solution, adoption barriers were identified. Those barriers were addressed, and the customer's business goals are now fulfilled. The customer is p...

Which two steps in the customer lifecycle approach are owned by the sales and marketing team? (Choose two)

Which task drives advocacy with customer stakeholders?

Why should a customer's success be documented?

In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)

What is the customer success objective of a Quarterly Success Review?

What are two examples of leveraging data to identify a customer barrier? (Choose two)

The executive team decided to purchase 500 licenses to reduce costs and replace the existing solution, which has been in place for the last 10 years. The end-users were not consult...

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 ho...

Which type of analytics has telemetry that demonstrates the customer's use of the software and actions to date?

Which Key Performance Indicators contribute to customer value achievements?

A customer does not feel they have received value from a software solution, and the 3-year contract is expiring in 60 days. The customer is hesitant to continue spending money and...

What is the purpose of capturing moments of success with a customer?

Refer to the exhibit. Which role is accountable for the Develop and validate Success Plan update activity?

Which two adoption outcomes are renewal indicators? (Choose two)

Which tool is used by a Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeho...

What is Quarterly Success Review?

Which role within a Customer Success organization acts as a single contact point for a customer across multiple technologies?

What is a key driver that is creating the need for customer success?

What is the main objective of customer success?

Which type of information should be captured during the first customer engagement?

Refer to the exhibit. What is the problem with this RACI example?

Refer to the exhibit. What does this health score indicate?

Which element evaluates a customer outcome?

Which action should be taken when new company leadership is forcing a competitor's solution?

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 a...

Refer to the exhibit. Which action must be taken by Customer Success Manager?

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

How are operating expenses (OpEx) different from capital expenses (CapEx)?

Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)

A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem t...

A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should...

The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. Th...

What are two examples of expand opportunities? (Choose two.)