[Q21-Q40] Pass 820-605 Exam in First Attempt Guaranteed 100% Cover Real Exam Questions [Apr-2022]

NO.21 Which two results of a successful customer onboarding stage are the most important? (Choose two )

account relationships identified

organization chart discussed

network diagrams discussed

desired business outcomes discussed

stakeholders identified

NO.22 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?

Quarterly Success Review build and delivery

service introduction to confirm that they know how to submit service issues at the go live

initial user group identified and their use cases confirmed

customer’s stakeholders and their business outcomes

additional features that will align with the business outcomes

NO.23 A customer complains about the number of times they must explain their problems and ask different team members to find a solution. How can this issue be avoided?

Share the company’s organizational chart with the support team.

Provide customers with relevant use cases for the purchased solution.

Ensure that the customer knows the point of contact for product training.

Clarity roles and responsibilities with the stakeholders.

NO.24 Which action should be taken to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?

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

Provide training content to address current and existing barriers.

Provide a detailed cost structure for the management team.

Provide direct and in-depth technical expertise upon customer request.

NO.25 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.)

technical barrier

cultural barrier

process barrier

product barrier

cost barrier

NO.26 What is the best reason for documenting your customer’s success?

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

To document roles and responsibilities for your project management

To provide expansion opportunities for your sales team

NO.27 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?

Evaluate the availability of resources to work on the problem.

Engage a specialist to identity a technical solution or workaround.

Conduct an assessment of the business impact of the problem.

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

NO.28 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

NO.29 Which type of analytics have telemetry that show the customer’s use of the software and define what has happened to date?

descriptive

prescriptive

diagnostic

predictive

NO.30 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?

Renewals Manager

Account Manager

Product Sales Specialist

Customer Success Manager

NO.31 What is the first step a Customer Success Manager should take to identify why the solution was purchased?

Review the bill of materials

Evaluate the Customer Success Plan

Collaborate with the sales team.

Engage with the customer

NO.32 From a Customer Success perspective, which reason to monitor your customer’s health is the most important?

Understanding your customer’s health directly enables renewals.

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

It provides the opportunity to address any changes in the customer’s experience or actions around the solution.

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

NO.33 Which two outcomes are expansion opportunities within customer success? (Choose two.)

expansion of solution features

renewal of solution subscription

purchase of a new solution

deployment of solution

expansion of solution services

NO.34 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.)

risk management

credibility

business growth

cost efficiency

sustainability

NO.35 The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.

NO.36 Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)

completion of customer training

confirmation of customer business outcomes

review of product roadmap

scheduling of Quarterly Success Review

agreement of key stakeholders

NO.37 Which two actions are in adoption campaign? (Choose two.)

messaging to users on best practice approaches to their solution

messaging to stakeholders on new product releases

messaging to stakeholders on the new features of their solution

survey sent to all end users

renewal reminder to stakeholders

NO.38 Refer to the exhibit.

Which action must be taken by Customer Success Manager?

Recommend expansion opportunities

Review the financial index.

Develop a customer testimonial.

Identify the adoption barriers.

NO.39 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.)

technical barrier

cultural barrier

process barrier

product barrier

cost barrier

NO.40 The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.