820-605 Online Practice Questions and Answers

A client deployed a new collaboration solution six months ago. Utilization telemetry indicates only 60% of activated users are engaging with the solution. Which two actions should the Customer Success Manager recommend to the client? (Choose two.)

A. Have marketing write a blog post about the new solution.

B. Encourage the customer to purchase updated endpoints.

C. Block all alternative chat and video collaboration systems.

D. Conduct a survey to determine which collaboration solutions users are using.

E. Advertise additional user training sessions throughout the organization.

Why should a customer's success be documented?

A. to establish KPIs that measure success

B. to provide awareness of the value achieved by the solution

C. to provide expansion opportunities for the sales team

D. to document roles and responsibilities for project management

What is a lagging indicator of the customer achieving the value proposition?

A. product deployment

B. contract renewal

C. decrease in the number of problem reports

D. movement to evaluate stage

Which activity reduces the risk of chum?

A. providing a discount on renewal

B. lowering the service level

C. expanding the customer footprint

D. educating on product features

Which type of analytics has telemetry that demonstrates the customer's use of the software and actions to date?

A. diagnostic

B. descriptive

C. prescriptive

D. predictive

Which definition of a use case is true?

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

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

C. list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal

D. list of instructions that customer uses for their software

Refer to the exhibit.

Which initial action does a Customer Success Manager take?

A. Run analysis on all the license types used by the customer on all platforms

B. Share the report with the customer point of contact for license types B and D and determine causes

C. Provide trending information on license types B and D and share with all stakeholders

D. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features

What are two barriers to adoption within an organization? (Choose two.)

A. solution implemented by partner

B. agile development model

C. inadequate knowledge and skills

D. centralized IT organization

E. organizational silos

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.

What is an objective of the Customer Success Manager?

A. make decisions on behalf of the customer to reduce time to value

B. train customers to ensure they understand the full capabilities of the solution

C. help customers recognize the self-service model

D. solve customer problems to attain business outcomes