The Avant-garde Guide To 820-605 Preparation

NEW QUESTION 1
You notice a decline over time in your customer’s usage of your product. Which action do you consider?

• A. Tell the customer a new solution will soon be available
• B. Carefully tell the customer to get more people to use your product
• C. Re-assess the customer’s business process and outline the capability of the solution
• D. Show the customer a comparison of the solution versus the competition

Answer: C

NEW QUESTION 2
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

Answer: C

NEW QUESTION 3
Which type of KPI is of the most interest to Customer Success?

• A. business KPIs that define progress to the Business Outcome
• B. sales KPIs for revenue generation
• C. IT services KPIs for operations
• D. OPEX KPIs that define the operational costs of the company

Answer: A

NEW QUESTION 4
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

Answer: A

NEW QUESTION 5
Which two results of a successful customer onboarding stage are the most important? (Choose two.)

• A. organization chart discussed
• B. account relationships identified
• C. desired business outcomes discussed
• D. stakeholders identified
• E. network diagrams discussed

Answer: CD

NEW QUESTION 6
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

• A. capability gap
• B. financial gap
• C. consumption gap
• D. organizational gap

Answer: C

NEW QUESTION 7
A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?

• A. Utilize a digital engagement so all your customers experience the touch of customer success
• B. Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience
• C. Utilize the service team to form a larger internal team to lead the engagement
• D. Utilize people to focus your customers in a 1:many customer success experience

Answer: A

NEW QUESTION 8
What is the best reason for documenting your customer’s success?

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

Answer: B

NEW QUESTION 9
Which list of components of a Customer Success Quarterly Success Review is common?

• A. results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for thenext quarter
• B. results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
• C. results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter
• D. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter

Answer: C

NEW QUESTION 10
Which two actions are critical when communicating with executives? (Choose two.)

• A. Keep services as a primary topic
• B. Focus on the value achieved
• C. Incorporate the sales team’s plan
• D. Target executive priorities
• E. Focus on technical details

Answer: BD

NEW QUESTION 11
A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership. Which action does the Customer Success Manager take first?

• A. Engage the service delivery manager and request two days of free consultation for the customer
• B. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution
• C. Escalate the situation to your manager and request a customer visit to understand concerns and expectations
• D. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps

Answer: D

NEW QUESTION 12
Which definition of customer success is true?

• A. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.
• B. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.
• C. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.
• D. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.

Answer: B

NEW QUESTION 13
In which stage does the Customer Success Manager initially validate stakeholders?

• A. onboarding
• B. deployment
• C. utilization
• D. purchase

Answer: A

NEW QUESTION 14
A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer’s lifecycle journey?

• A. Quarterly Success Review build and delivery
• B. service introduction to confirm that they know how to submit service issues at the go live
• C. initial user group identified and their use cases confirmed
• D. customer’s stakeholders and their business outcomes
• E. additional features that will align with the business outcomes

Answer: AD

NEW QUESTION 15
Which two actions are in adoption campaign? (Choose two.)

• A. messaging to users on best practice approaches to their solution
• B. messaging to stakeholders on new product releases
• C. messaging to stakeholders on the new features of their solution
• D. survey sent to all end users
• E. renewal reminder to stakeholders

Answer: AC

NEW QUESTION 16
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