What Validated 820-605 Study Guides Is

NEW QUESTION 1
Which definition of a use case is true?

• A. comparison of the marketing description of what a product does to the customer’s experience
• B. list of actions or event steps that a customer uses
• C. list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal
• D. list of instructions that customer uses for their software

Answer: C

NEW QUESTION 2
Which type of KPI is of the most interest to Customer Success?

• A. business KPIs that define progress to the Business Outcome
• B. sales KPIs for revenue generation
• C. IT services KPIs for operations
• D. OPEX KPIs that define the operational costs of the company

Answer: A

NEW QUESTION 3
The customer wants to increase the number of services in their portfolio and improve the time to launch these services. Which two business outcomes are appropriate? (Choose two.)

• A. cost efficiency
• B. employee satisfaction
• C. time to market
• D. business growth
• E. sustainability

Answer: AC

NEW QUESTION 4
Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

• A. No action is necessary as long as the health index is green
• B. Observe the online image of the customer
• C. Review and update the success plan for ongoing activities
• D. Manage the service issues and escalations
• E. Join the sales and marketing strategy meetings

Answer: CD

NEW QUESTION 5
Which outcome is the best that a Customer Success Manager can achieve for a customer?

• A. adoption of all the licenses and features the customer purchased leading to expansion to improve the customer’s business
• B. full adoption of all the technologies the customer purchased
• C. removing barriers so the customer achieves the fastest time to value possible from the solution theypurchased
• D. ensuring the customers deployment teams and end users are trained and ready to adopt the technology

Answer: C

NEW QUESTION 6
Which of these is included in a success plan?

• A. confidential customer information
• B. customer business outcomes
• C. customer HR processes
• D. services cost

Answer: BD

NEW QUESTION 7
The customer wants to increase their market share and protect brands reputation. Which two business outcomes are critical to the company’s success? (Choose two.)

• A. risk management
• B. credibility
• C. business growth
• D. cost efficiency
• E. sustainability

Answer: CE

NEW QUESTION 8
Refer to the exhibit.

Which initial action does a Customer Success Manager take?

• A. Run analysis on all the license types used by the customer on all platforms
• B. Share the report with the customer point of contact for license types B and D and determine causes
• C. Provide trending information on license types B and D and share with all stakeholders
• D. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features

Answer: A

NEW QUESTION 9
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

• A. Service organizations must evolve from a “break fix” business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoptio
• B. The CSM advises and professional services team on the best services to position.
• C. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchas
• D. The CSM supports sales with use cases and testimonials for proposed solutions.
• E. IT is increasingly adopting new consumption model
• F. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realize
• G. The CSM ensures that the customer’s business outcomes are achieved with the shortest time to value.
• H. The accelerated pace of innovation in the era of the Internet of Things confuses many customer
• I. A CSM helps sales position the right technologies that will accelerate success for their business.

Answer: C

NEW QUESTION 10
Which expense is an operating expense (OPEX)?

• A. payroll
• B. computer equipment
• C. software
• D. office improvements

Answer: C

NEW QUESTION 11
The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

• A. Suggest that the customer replace their existing staff
• B. Provide the customer with a chargeable deployment service
• C. Re-enforce the time to value of the solution
• D. Give the customer a discount on a future purchase

Answer: C

NEW QUESTION 12
Your customer’s business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

• A. increase in new subscribers or increase in end users
• B. number of incidents reported or number of compliance issues
• C. reduction in headcount or operational support costs
• D. customer and employee feedback
• E. number of activities completed or increase in direct time

Answer: E

NEW QUESTION 13
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer’s lifecycle journey?

• A. Quarterly Success Review build and delivery
• B. service introduction to confirm that they know how to submit service issues at the go live
• C. initial user group identified and their use cases confirmed
• D. customer’s stakeholders and their business outcomes
• E. additional features that will align with the business outcomes

Answer: AD

NEW QUESTION 14
A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?

• A. Contact the services team and request that they reach out to the customer to address the solution
• B. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
• C. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
• D. No action is needed because the customer will probably renew and you can address the issue after the renewal

Answer: B

NEW QUESTION 15
What is the best method to measure customer consumption of technology?

• A. telemetry and analytics
• B. recurring revenue management
• C. enterprise CRM and incident management
• D. content management

Answer: A

NEW QUESTION 16
Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications. Which two main barriers to adoption does the customer face? (Choose two.)

• A. technical barrier
• B. cultural barrier
• C. process barrier
• D. product barrier
• E. cost barrier

Answer: CD

NEW QUESTION 17
In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?

• A. Document the session, stakeholder interests, and metrics for leadership
• B. Create a success plan to be reviewed with the customer at the next review meeting
• C. Provide technical configuration for development
• D. Discuss new opportunities and new products to purchase

Answer: A

NEW QUESTION 18
You notice a decline over time in your customer’s usage of your product. Which action do you consider?

• A. Tell the customer a new solution will soon be available
• B. Carefully tell the customer to get more people to use your product
• C. Re-assess the customer’s business process and outline the capability of the solution
• D. Show the customer a comparison of the solution versus the competition

Answer: C

NEW QUESTION 19
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