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820-605 Practice Questions

Question # 1

Refer to the exhibit.

The graph shows a customer with a software product and highlights the number of paid- for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?

A.

The customer has a high probability to renew and will include an expanded opportunity

B.

The customer’s usage is too low to correctly measure the chance of their retention

C.

The customer has increased usage, which shows a strong indicator of renewal

D.

The customer’s usage has seen a recent decline and the chance of them churning will be higher



D.

The customer’s usage has seen a recent decline and the chance of them churning will be higher



Question # 2

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



A.

messaging to users on best practice approaches to their solution


C.

messaging to stakeholders on the new features of their solution


Reference: https://support.totango.com/hc/en-us/articles/206811036-Putting-Customer-
Success-Campaigns- Into-Action


Question # 3

Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

A.

No action is necessary as long as the health index is green

B.

Observe the online image of the customer

C.

Review and update the success plan for ongoing activities

D.

Manage the service issues and escalations

E.

Join the sales and marketing strategy meetings



C.

Review and update the success plan for ongoing activities


D.

Manage the service issues and escalations



Question # 4

Which expense is an operating expense (OPEX)?

A.

payroll

B.

computer equipment

C.

software

D.

office improvements



C.

software



Question # 5

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

A.

increase in new subscribers or increase in end users

B.

number of incidents reported or number of compliance issues

C.

reduction in headcount or operational support costs

D.

customer and employee feedback

E.

number of activities completed or increase in direct time



E.

number of activities completed or increase in direct time



Question # 6

Which of these is included in a success plan?

A.

confidential customer information

B.

customer business outcomes

C.

customer HR processes

D.

services cost



B.

customer business outcomes


D.

services cost



Question # 7

You are a Customer Success Manager and have just been assigned a strategic new account. Which course of action is the best to help you prepare for the first customer introduction meeting?

A.

Engage with the account team to understand the expansion opportunities

B.

Perform a deep analysis of all the sales orders to the past 24 months

C.

Build an understanding of your customer’s business and market trends and priorities

D.

Speak the internal contacts to understand the customer sentiment and outstanding escalations



C.

Build an understanding of your customer’s business and market trends and priorities



Question # 8

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



B.

Focus on the value achieved


D.

Target executive priorities



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Cisco 820-605 Exam Dumps

Exam Name: Cisco Customer Success Manager (CSM)
Certification Name: Digital Transformation Specialist

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  • Total Questions: 124
  • Last Updation Date: 17-Mar-2025

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