Free 820-605 Exam Questions

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1 / 60

Which two results of a successful customer onboarding stage are the most important? (Choose two.)

Stakeholders identified, Organization chart discussed

Organization chart discussed, Network diagrams discussed

Network diagrams discussed, Account relationships identified

Account relationships identified, Desired business outcomes discussed

Desired business outcomes discussed, Stakeholders identified

2 / 60

From a Customer Success perspective, which reason to monitor your customer's health is the most important?

Understanding your customerג€™s health directly enables renewals

It gives the customer valuable insight so they can automatically renew critical on time

It allows the customer to identify unused licenses so they can be addressed via a service improvement plan

It provides the opportunity to address any changes in the customerג€™s experience or actions around the solution

3 / 60

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

Expanding the purchased solution

Recognizing the value of the engagement

Renewing the contract and subscription

Validating deployment of the solution

4 / 60

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

Tell the customer a new solution will soon be available

Carefully tell the customer to get more people to use your product

Show the customer a comparison of the solution versus the competition

Re-assess the customerג€™s business process and outline the capability of the solution

5 / 60

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

Review the bill of materials

Engage with the customer

Evaluate the Customer Success Plan

Collaborate with the sales team

6 / 60

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 is considering other alternatives. Which stakeholder is responsible for ensuring that the customer realizes value from solutions coming up for renewal?

Account Manager

Renewals Manager

Product Sales Specialist

Customer Success Manager

7 / 60

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

Delivery Team

Account Manager

Customer Success Specialist

Customer Success Manager

8 / 60

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?

Establish a timeline of when a solution must be in place

Evaluate the availability of resources to work on the problem

Conduct an assessment of the business impact of the problem

Engage a specialist to identify a technical solution or workaround

9 / 60

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

RACI

KPIs

Stakeholder Map

Health Index Report

10 / 60

A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success
Manager acknowledges the concern and takes ownership. Which action does the Customer Success Manager take first?

Engage the service delivery manager and request two days of free consultation for the customer

Escalate the situation to your manager and request a customer visit to understand concerns and expectations

Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution

Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps

11 / 60

In which stage does the Customer Success Manager initially validate stakeholders?

Purchase

Utilization

Onboarding

Deployment

12 / 60

Refer to the exhibit. Which initial action does a Customer Success Manager take?

Run analysis on all the license types used by the customer on all platforms

Provide trending information on license types B and D and share with all stakeholders

Share the report with the customer point of contact for license types B and D and determine causes

Inform the Sales Account Manager to position a new version of licenses types B and D with additional features

13 / 60

A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?

Utilize the service team to form a larger internal team to lead the engagement

Utilize people to focus your customers in a 1:many customer success experience

Utilize a digital engagement so all your customers experience the touch of customer success

Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience

14 / 60

You are a Customer Success Manager and have just been assigned a strategic new account. Which course of action is the best to help you prepare for the first customer introduction meeting?

Perform a deep analysis of all the sales orders to the past 24 months

Engage with the account team to understand the expansion opportunities

Build an understanding of your customerג€™s business and market trends and priorities

Speak the internal contacts to understand the customer sentiment and outstanding escalations

15 / 60

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

Re-enforce the time to value of the solution

Give the customer a discount on a future purchase

Suggest that the customer replace their existing staff

Provide the customer with a chargeable deployment service

16 / 60

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?

Make the renewals manager aware that the one solution is not fully implemented

Contact the services team and request that they reach out to the customer and address the solution

No action is needed because the customer will likely renew, and the issue can be addressed after the renewal

Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue

17 / 60

Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

Current configuration guide of the product solution

KPI that will be improved by the new product solution

Product use case that will achieve the desired outcome

Current existing products that are being displaced by the solution

18 / 60

Which expense is an operating expense (OPEX)?

Software

Payroll

Office improvements

Computer equipment

19 / 60

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

Full adoption of all the technologies the customer purchased

Ensuring the customers deployment teams and end users are trained and ready to adopt the technology

Removing barriers so the customer achieves the fastest time to value possible from the solution they purchased

Adoption of all the licenses and features the customer purchased leading to expansion to improve the customerג€™s business

20 / 60

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

OpEx has depreciation, while there is no deprecation with CapEx

OpEx is expenses for the day-to-day operation of a business, while CapEx is investments in assets

OpEx are investments a company pays for up-front, while CapEx are the on-going costs to run a business

OpEx includes software licenses with contracts that have user rights in perpetuity, while CapEx includes software services that are easily reconfigured

21 / 60

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

Telemetry and analytics

Content management

Recurring revenue management

Enterprise CRM and incident management

22 / 60

Which type of analytics has telemetry that shows the customer's use of the software and defines what has happened to date?

Descriptive

Diagnostic

Prescriptive

Predictive

23 / 60

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 pleased with their solution and shares this experience in blogs and social media. In which stage is the customer?

Expand

Optimize

Advocate

Adoption

24 / 60

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

Review the financial index

Identify the adoption barriers

Develop a customer testimonial

Recommend expansion opportunities

25 / 60

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 how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?

Data

Business

Technical

Operational

26 / 60

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?

Provide a detailed cost structure for the management team

Provide training content to address current and existing barriers

Provide direct and in-depth technical expertise upon customer request

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

27 / 60

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 and how the licenses are being used. Which two types of adoption barriers are occurring? (Choose two.)

Process, Application

People, Process

Tools, People

Platform, Tools

Application, Platform

28 / 60

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

Recheck the value realized by the current solution

Hold an executive briefing to evaluate risks of the proposed solution

Demonstrate how the current solution is a lower-cost solution than competitors

Tell the new leadership about the long-standing relationship between two companies

29 / 60

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

Stakeholder map

Expansion opportunities

Customer's desired outcomes

Cases escalated to technical support

30 / 60

Which definition of a use case is true?

List of actions or event steps that a customer uses

List of instructions that customer uses for their software

Comparison of the marketing description of what a product does to the customer's experience

List of actions or event steps that typically defines the interactions between a role and a system to achieve a goal

31 / 60

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.)

Sustainability, Credibility

Cost efficiency, Risk management

Business growth, Cost efficiency

Sustainability, Risk management

Credibility, Business growth

32 / 60

Which method is directly associated with evaluating a customer outcome?

Metrics

Milestones

Benchmarks

Key performance indicators

33 / 60

Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago. The client has requested a meeting to improve the situation. Which reports are critical to the success of the meeting?

Number of users registered, service logs, number of users

Network utilization, number of meetings user initiated, number of users

Number of users registered, bandwidth utilization, number of training sessions user joined

Number of users registered, number of meetings user initiated, number of meetings user joined

34 / 60

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

New product sales motion, Implementation issues

Lack of knowledge on solution, Hiring practices

Organizational announcements, New product sales motion

Implementation issues, Lack of knowledge on solution

Hiring practices, Organizational announcements

35 / 60

Which element evaluates a customer outcome?

Metrics

Key performance indicators

Benchmarks

Milestones

36 / 60

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

No one has multiple roles

More stakeholders should be involved

Too many people are accountable for this task

Every task should have four people consulted

37 / 60

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

The customer needs to purchase more licenses

The customer needs to consume more of this product

The customer is unlikely to advocate for this product

The customer is unlikely to renew this license

38 / 60

The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition. Which two business outcomes are critical to the company's success? (Choose two.)

Credibility, Sustainability

Employee satisfaction, Cost efficiency

Cost efficiency, Risk management

Risk management, Sustainability

Employee satisfaction, Credibility

39 / 60

The customer wants to reduce their exposure to security events. Which business outcome is critical to the company's success?

Market growth

Cost efficiency

Risk management

Sustainability

40 / 60

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

To provide expansion opportunities for your sales team

To document roles and responsibilities for your project management

To provide awareness of the value achieved by the customer's purchased solution

To establish KPI's that measure the success of your company's business

41 / 60

Which task drives advocacy with customer stakeholders?

Creating a stakeholder map

Creating a success story

Creating technical documentation

Creating a Customer Success Plan

42 / 60

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

Create a success plan

Evaluate renewal contract

Align work effort to outcomes

Introduce new products and services

43 / 60

Which activity reduces the risk of churn?

Lowering the service level

Educating on product features

Providing a discount on renewal

Expanding the customer footprint

44 / 60

What is the value proposition of customer success for customers?

External publicity

Incremental rewards

Technical assistance prioritization

Business vision support

45 / 60

What is a financial implication of churn?

Loss of revenue

Reduced product utilization

Increased production

Contract expansion

46 / 60

Why should a customer's success be documented?

To establish KPIs that measure success

To provide expansion opportunities for the sales team

To provide awareness of the value achieved by the solution

To document roles and responsibilities for project management

47 / 60

Which definition of customer success is true?

It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion

It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service

It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer

It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful

48 / 60

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

IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions

IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value

Service organizations must evolve from a ג€break fixג€ business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption. The CSM advises and professional services team on the best services to position

The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business

49 / 60

What is a Quarterly Success Review?

New success plan that focuses on the upcoming goals for the customer

Technical analysis that outlines the implementation plan and adoption barriers

Gap analysis that focuses on the state of the customer's current architecture

Conversation that outlines the key initiatives that are agreed upon in the success plan

50 / 60

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

Financial gap

Capability gap

Consumption gap

Organizational gap

51 / 60

Which of these is included in a success plan?

Services cost

Customer HR processes

Customer business outcomes

Confidential customer information

52 / 60

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

Adopt

Use

Onboard

Implement

53 / 60

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?

Provide technical configuration for development

Discuss new opportunities and new products to purchase

Document the session, stakeholder interests, and metrics for leadership

Create a success plan to be reviewed with the customer at the next review meeting

54 / 60

A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach to measure success is the best?

Implement staff Super Users to provide feedback

Measure the number of complaints raised by students

Combination of tailored surveys and IT tools-based metrics

Twice yearly student and staff surveys with two questions related to IT

55 / 60

What is the main objective of customer success?

Customer's reduction of risk

Customer's return on investment

Outcomes customers are trying to achieve

Known and unknown features of our product and solutions

56 / 60

Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

Customer and employee feedback

Reduction in headcount or operational support costs

Increase in new subscribers or increase in end users

Number of activities completed or increase in direct time

Number of incidents reported or number of compliance issues

57 / 60

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

IT services KPIs for operations

Business KPIs that define progress to the Business Outcome

Sales KPIs for revenue generation

OPEX KPIs that define the operational costs of the company

58 / 60

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

Subscription economy

Portfolio management

Financial resources

Advanced specializations

59 / 60

Which statement describes the difference between customer success and customer sales?

Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about expanding the customer's portfolio

Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about making sure the customer deploys the solution within an effective timeline

Customer sales is about selling solutions to meet business needs. Customer success is about finding product opportunities for sales as the customer utilizes their current solution

Customer sales is about selling solutions to meet business needs. Customer success is about getting customers to utilize those solutions to get the value they intended

60 / 60

Which list of components of a Customer Success Quarterly Success Review is common?

Results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter

Results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter

Results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter

Results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter

Your score is

The average score is 68%

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Free 820-605 Exam Questions – 2025 Updated

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