820-605 practice test

1. Question 1 · 1

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

   Choose one answer.

   • 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.
   • 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.
   • 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.

2. Question 2 · 1

   What is the value proposition of customer success for customers?

   Choose one answer.

   • incremental rewards
   • business vision support
   • technical assistance prioritization
   • external publicity

3. Question 3 · 1

   What is a technical adoption barrier?

   Choose one answer.

   • lack of integration with other products
   • underutilization of licenses
   • untrained customer user group
   • customer not measuring product value

4. Question 4 · 1

   The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution. Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)

   Choose all answers that apply.

   • Create a new Health Index dashboard with the Sales team.
   • Evaluate the customer’s expertise in managing the purchased solution.
   • Examine solution pricing with the Renewals Manager.
   • Schedule Quarterly Business Review with the new leadership team.
   • Review the original business case and reassess desired outcomes with the new leadership team.

5. Question 5 · 1

   In which lifecycle stage would a lack of skilled resources be identified as a barrier?

   Choose one answer.

   • sales proof of concept
   • late-stage adoption
   • early-stage adoption
   • solution renewal

6. Question 6 · 1

   What is the order of the key elements of process improvement for Customer Success?

   Choose one answer.

   • measure, define, analyze, control, improve
   • define, measure, analyze, improve, control
   • define, analyze, measure, improve, control
   • analyze, define, measure, control, improve

7. Question 7 · 1

   A Customer Success Manager was assigned a strategic new account. Which action prepares them for the customer introduction meeting?

   Choose one answer.

   • Engage with the account team to understand the expansion opportunities.
   • Perform a deep analysis of all the sales orders to the past 24 months.
   • Document customer’s current technical escalations.
   • Speak the internal contacts to understand the customer’s priorities and sentiment.

8. Question 8 · 1

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

   Choose one answer.

   • increase in new subscribers or increase in end users
   • number of incidents reported or number of compliance issues
   • reduction in headcount or operational support costs
   • customer and employee feedback
   • number of activities completed or increase in direct time

9. Question 9 · 1

   Which scenario represents a use case expand opportunity?

   Choose one answer.

   • usage KPIs are on target entering the fourth quarter
   • supplementary training sessions are organized on existing features
   • solution management team adds headcount
   • endpoint security solution extended to cover data center servers in addition to laptops

10. Question 10 · 1

    As part of the Customer Success Manager role, success stories and references are valuable in showcasing the value of the product. If a customer has a privacy policy that precludes them from public sharing, which action helps to mitigate any concerns?

    Choose one answer.

    • Talk to senior management to explain the benefits of success story creations.
    • Explain that this is a role metric that is needed to satisfy quotas.
    • Make the story for internal use only.
    • Offer the customer free products or services as an incentive.

11. Question 11 · 1

    While talking to employees of a customer's front-line operations, a Customer Success Manager learns that the team is evaluating a competitive solution for an existing solution they own but use minimally. What is the next step the Customer Success Manager should take after this conversation?

    Choose one answer.

    • Host a discovery session with stakeholders to identify challenges and desired outcomes.
    • Invites the stakeholders to attend technical training on different product use cases.
    • Educate the operations team on the features and capabilities of the existing solution.
    • Ensure the customer's procurement team is aware of the existing solution and its usage history.

12. Question 12 · 1

    At which lifecycle stage does the Customer Success Manager identify the solution purchased?

    Choose one answer.

    • Onboard
    • Purchase
    • Implement
    • Select

13. Question 13 · 1

    A customer has six technical support cases open that are related to user connectivity that have negatively impacted the customer health scores for product quality and customer sentiment. After the Customer Success Manager assesses the business impact, which action creates a mitigation plan?

    Choose one answer.

    • Offer the customer a discount because of their problems.
    • Request a meeting with customer executives.
    • Establish a timeline of when a solution must be in place.
    • Ensure the escalation to technical specialists.

14. Question 14 · 1

    Which activity reduces the risk of churn?

    Choose one answer.

    • expanding the customer footprint
    • lowering the service level
    • providing a discount on renewal
    • educating on product features

15. Question 15 · 1

    What is the barrier type when end-users are having difficulties understanding the features and functionalities of the new solution?

    Choose one answer.

    • technical
    • business
    • operational
    • corporate culture

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