A Review Of Real 820-605 Preparation Labs

NEW 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

Answer: D

NEW QUESTION 2
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 3
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.

Answer: D

NEW QUESTION 4
A customer’s renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)

• A. customer annual report and quarterly business reviews
• B. sales account plan
• C. detailed contract inventory
• D. QUESTION NO:s to validate the interpreted analytical data
• E. support tickets reports and diagnostic information

Answer: AD

NEW QUESTION 5
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 6
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 7
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

• A. KPI that will be improved by the new product solution
• B. current existing products that are being displaced by the solution
• C. current configuration guide of the product solution
• D. product use case that will achieve the desired outcome

Answer: D

NEW QUESTION 8
Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.

• A. Mastered
• B. Not Mastered

Answer: A

Explanation:

NEW QUESTION 9
From a Customer Success perspective, which reason to monitor your customer’s health is the most important?

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

Answer: C

NEW QUESTION 10
What are two barriers of adoption in an organization? (Choose two.)

• A. new product sales motion
• B. lack of knowledge on solution
• C. organizational announcements
• D. implementation issues
• E. hiring practices

Answer: BD

NEW QUESTION 11
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 12
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 13
In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next?

• A. Document the session, stakeholder interests, and metrics for leadership
• B. Create a success plan to be reviewed with the customer at the next review meeting
• C. Provide technical configuration for development
• D. Discuss new opportunities and new products to purchase

Answer: A

NEW QUESTION 14
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 15
Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager’s company. Which two opportunities can lead to advocacy? (Choose two.)

• A. moments of success when the customer acknowledges progress
• B. successful contract renewal
• C. green health scores over intermittent time periods
• D. continuing results based on unexpected value
• E. results that are not measurable

Answer: AB

NEW QUESTION 16
A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?

• A. Contact the services team and request that they reach out to the customer to address the solution
• B. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine
• C. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
• D. No action is needed because the customer will probably renew and you can address the issue after the renewal

Answer: B

NEW QUESTION 17
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 18
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