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Cisco Updated 820-605 Exam Questions and Answers by morgan

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Cisco 820-605 Exam Overview :

Exam Name: Cisco Customer Success Manager
Exam Code: 820-605 Dumps
Vendor: Cisco Certification: Digital Transformation Specialist
Questions: 157 Q&A's Shared By: morgan
Question 36

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 to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?

Options:

A.

Evaluate the availability of resources to work on the problem.

B.

Engage a specialist to identify a technical solution or workaround.

C.

Conduct an assessment of the business impact of the problem.

D.

Establish a timeline of when a solution must be in place.

Discussion
Question 37

Which definition of a use case is true?

Options:

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

Discussion
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Question 38

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 consulted. Three months into the project, reports show the consumption analytics indicate a high usage of the old system and only 75 licenses active in the new software. Which two adoption barriers must be investigated? (Choose two.)

Options:

A.

business misalignment

B.

purchase policy process

C.

lack of communication

D.

lack of common features

E.

limited telemetry

Discussion
Question 39

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

Options:

A.

recognizing the value of the engagement

B.

validating deployment of the solution

C.

expanding the purchased solution

D.

renewing the contract and subscription

Discussion
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