820-605 Online Practice Questions and Answers

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

A customer wants to deploy new technology. The Customer Success Manager is concerned the customer is not ready to adopt the solution. Which steps with the Project and Operations teams ensure a successful adoption?

A. Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology.

B. Assign internal resources to develop and deliver training to the customer's IT staff to ensure the project is successful.

C. Complete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan.

D. Research the best training available for this new technology and ensure as many IT staff as possible attend the training.

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

How are operating expenses (OpEx) different from capital expenses (CapEx)?

A. OpEx are investments a company pays for up-front, while CapEx are the on-going costs to run a business.

B. OpEx includes software licenses with contracts that have user rights in perpetuity, while CapEx includes software services that are easily reconfigured.

C. OpEx is expenses for the day-to-day operation of a business, while CapEx is investments in assets.

D. OpEx has depreciation, while there is no deprecation with CapEx.

The customer wants to reduce their exposure to security events. Which business outcome is critical to the company's success?

A. risk management

B. market growth

C. sustainability

D. cost efficiency

Which statement describes an end user adoption barrier?

A. There are insufficient licenses for additional staff from a newly acquired company to use the solution.

B. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.

C. The budget is insufficient to implement the solution for a new branch of the business.

D. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

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

Which analysis model is used to better understand the customer business environment?

A. dashboard

B. SWOT

C. renewal contract

D. RACI

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?

A. Offer the customer a discount because of their problems.

B. Request a meeting with customer executives.

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

D. Ensure the escalation to technical specialists.

What is the financial implication of churn?

A. reduced technology footprint

B. increased user licensing

C. reduced revenue

D. increased renewal value