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Cisco 820-605 Exam
Cisco Customer Success Manager (CSM) (Page 2 )

Updated On: 1-Feb-2026
Page 2 of 26
PDF with 163 Questions

From a Customer Success perspective, which reason to monitor your customer's health is the most important?

  1. It provides the opportunity to address any changes in the customer's experience or actions around the solution
  2. It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
  3. Understanding your customer's health directly enables renewals
  4. It gives the customer valuable insight so they can automatically renew critical on time

Answer(s): C


Reference:

https://www.gainsight.com/customer-success-best-practices/how-to-score-customer- health/



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.)

  1. process
  2. people
  3. tools
  4. platform
  5. application

Answer(s): A,B



Which action should be taken when new company leadership is forcing a competitor's solution?

  1. Recheck the value realized by the current solution.
  2. Demonstrate how the current solution is a lower-cost solution than competitors.
  3. Hold an executive briefing to evaluate risks of the proposed solution.
  4. Tell the new leadership about the long-standing relationship between two companies.

Answer(s): A



Which element evaluates a customer outcome?

  1. key performance indicators
  2. milestones
  3. metrics
  4. benchmarks

Answer(s): A





Refer to the exhibit.
What does this health score indicate?

  1. The customer is unlikely to renew this license.
  2. The customer is unlikely to advocate for this product.
  3. The customer needs to consume more of this product.
  4. The customer needs to purchase more licenses.

Answer(s): C



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