Cisco Customer Success Manager - 820-605 Exam Questions [2026]

QUESTION NO: 1
A customer recently reached the Use Stage for Network Provisioning and Operations in the Data Center Network solution domain. Which action should be recommended?

A. Learn the solution concepts. B. Become familiar with the fundamentals of the purchased solution. C. Overview the security of the purchased solution and policy best practices. D. Understand the architecture of the purchased solution.

Correct Answer: D

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QUESTION NO: 2
In which two ways does Customer Success drive revenue in an organization? (Choose two.)

A. upselling B. renewals C. license consumption D. success plans E. customer satisfaction

Correct Answer: A,B

QUESTION NO: 3
Which two components of Key Performance Indicators contribute to customer value achievement? (Choose two.)

A. customer sentiment B. speed to resolution of service requests C. upgrading to the latest version of the software D. increased hours of operation E. quality of service performance data

Correct Answer: B,E

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QUESTION NO: 4
In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)

A. The adoption campaign provides free trial licenses for feature upgrades. B. The adoption campaign provides notifications of new feature releases. C. The adoption campaign notifies customers of a critical bug. D. The adoption campaign surveys all end users for product feedback. E. The adoption campaign provides free user training.

Correct Answer: A,B

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QUESTION NO: 5
Refer to the exhibit.

Which action must be taken by Customer Success Manager ?

A. Review the financial index. B. Develop a customer testimonial. C. Recommend expansion opportunities. D. Identify the adoption barriers.

Correct Answer: D

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QUESTION NO: 6
What is the best reason for documenting your customer's success?

A. To document roles and responsibilities for your project management B. To provide awareness of the value achieved by the customer's purchased solution C. To establish KPI's that measure the success of your company's business D. To provide expansion opportunities for your sales team

Correct Answer: B

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QUESTION NO: 7
Which customer stakeholder is the key contact of the Quarterly Success Review?

A. solution architect B. business or technical decision maker C. account manager D. customer users

Correct Answer: B

QUESTION NO: 8
On which two objectives should communication with customer executives focus? (Choose two.)

A. time to value B. user training C. new sales D. product improvement E. return on investment

Correct Answer: A,E

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QUESTION NO: 9
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?

A. Health Index Report B. Stakeholder Map C. KPIs D. RACI

Correct Answer: D

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QUESTION NO: 10
What is a lagging indicator?

A. development of a new product B. increase in the number of trained users C. adoption of a product D. increase in the net promoter score

Correct Answer: D

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