820-605 Online Practice Questions and Answers

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.)

A. risk management

B. credibility

C. business growth

D. cost efficiency

E. sustainability

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

A. adoption of all the licenses and features the customer purchased leading to expansion to improve the customer's business

B. full adoption of all the technologies the customer purchased

C. removing barriers so the customer achieves the fastest time to value possible from the solution they purchased

D. ensuring the customers deployment teams and end users are trained and ready to adopt the technology

B. Measure the number of complaints raised by students

C. Combination of tailored surveys and IT tools-based metrics

D. Implement staff Super Users to provide feedback

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

Which two outcomes are expansion opportunities within customer success? (Choose two.)

A. expansion of solution features

B. renewal of solution subscription

C. purchase of a new solution

D. deployment of solution

E. expansion of solution services

Refer to the exhibit.

Based on the stage and health reflected, what must be the first priority of the success plan?

A. Design and propose a discount on product G.

B. Contact and collaborate with the individuals involved in the onboarding of product E.

C. Offer and encourage the opportunity for the customer to participate in a success story for product F.

D. Identify and document barriers that impact product C.

What defines a use case?

A. comparison of the marketing description of what a product does and the customer's experience.

B. list of actions that define the interactions between a role and a system to achieve a goal.

C. list of actions or event steps that a customer uses.

D. list of instructions customers use for their software.

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?

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

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

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

D. 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

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

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

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

C. results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter

D. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter

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?

A. Renewals Manager

B. Account Manager

C. Product Sales Specialist

D. Customer Success Manager