820-605 Online Practice Questions and Answers

What is a business adoption barrier?

A. solution is not implemented

B. customer lacks technical knowledge

C. services are unpurchased

D. lack of customer stakeholder

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.)

A. process

B. people

C. tools

D. platform

E. application

A Customer Success Manager must deliver high touch customer success experience.

Which customer engagement model must be used?

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

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

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

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

Which two activities support Customer Success planning? (Choose two.)

A. service ticket tracking

B. adoption barrier identification

C. quality control

D. service delivery program management

E. KPI tracking

Which expense is an operating expense (OPEX)?

A. payroll

B. computer equipment

C. software

D. office improvements

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

A. noting change in customer executive team

B. consulting the health index

C. providing training recommendations

D. reviewing installed base details

E. evaluating feedback from the customer operations team

What is a financial implication of churn?

A. loss of revenue

B. increased production

C. reduced product utilization

D. contract expansion

Refer to the exhibit.

Which role is accountable for the Develop and validate Success Plan update activity?

A. Account Manager

B. Customer Success Manager

C. Product Sales Specialist

D. Business Development Manager

Refer to the exhibit.

The graph shows a customer with a software product and highlights the number of paid- for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?

A. The customer has a high probability to renew and will include an expanded opportunity

B. The customer's usage is too low to correctly measure the chance of their retention

C. The customer has increased usage, which shows a strong indicator of renewal

D. The customer's usage has seen a recent decline and the chance of them churning will be higher

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. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?

A. Adopt a lifecycle approach with a proactive review of service performance against KPIs.

B. Have the CSM define how value should be measured at the end of the contract period.

C. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.

D. Have the CIO define a clear IT strategy and implement the suggestions immediately.