Cisco Updated 820-605 Exam Questions and Answers by morgan

The first step in the mitigation plan should be to engage a specialist to identify a technical solution or workaround. This is because the problem is technical in nature, and a specialist would be best equipped to quickly find a solution that allows the call center agents to resume recording calls.

 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. References: Cisco Customer Success Manager documentation1, and additional insights on use cases and their importance in outlining and executing a roadmap for achieving success2.

The two adoption barriers that must be investigated are business misalignment and lack of communication. Business misalignment occurs when the new solution does not align with the current business processes or goals. Lack of communication refers to the failure to inform or involve end-users in the decision-making process, leading to resistance or non-use of the new software34.

Capturing moments of success with a customer serves to recognize and celebrate the value of the engagement, reinforcing the positive impact of the solution and strengthening the relationship. References: Best practices in customer success management emphasize the importance of recognizing and documenting key achievements and milestones in the customer journey.