820-605 Online Practice Questions and Answers

Which role within a Customer Success organization acts as a single contact point for a customer across multiple technologies?

A. Delivery Team

B. Account Manager

C. Customer Success Manager

D. Customer Success Specialist

Which method is directly associated with evaluating a customer outcome?

A. milestones

B. key performance indicators

C. metrics

D. benchmarks

Refer to the exhibit.

Which role is accountable for the Develop and validate Success Plan update activity?

A. Account Manager

B. Customer Success Manager

C. Product Sales Specialist

D. Business Development Manager

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.

What is the main objective of customer success?

A. customer's return on investment

B. known and unknown features of our product and solutions

C. customer's reduction of risk

D. outcomes customers are trying to achieve

Which action should a Customer Success Manager take when the product utilization score is not improving?

A. Conduct customer interviews to understand current adoption barriers and develop a solution plan.

B. Engage the sales team to upsell the solution and offer options and product diversity to the customer.

C. Review the support case history to identify product quality or customer education issues.

D. Contact the product operations team to review the telemetry and offer insights to the customer.

Which Key Performance Indicators contribute to customer value achievements?

A. profit and risk reduction

B. employee usage and training volume

C. product, services, and sales

D. cost, time, and customer satisfaction

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

What is a purpose of a customer stakeholder map?

A. to create a communication plan

B. to build a product roadmap

C. to establish a training plan

D. to identify the critical elements of customer culture

Which activity should happen after successful customer value realization?

A. Publish a case study that presents the customer success story.

B. Identify lessons learned and see how the engagement time can be shortened.

C. Fully engage in a feature planning session for the future.

D. Review usage, potential roadblocks, and bottlenecks to product engagement.