Cisco CSM Practice Tests (820-605)

Cisco CSM Practice Tests (820-605) free download

Be an Cisco Customer Success Management Certified (820-605)

The Cisco Customer Success Manager Specialist (820-605 CSM) exam validates a candidate’s knowledge and proficiency for the development and integration of solutions, recognizing the adoption barriers and steps to resolve them, implementing adoption frameworks and interpreting customer usage data. This certification provides a solid framework and a core set of skills to assist the candidates in delivering immediate value to his/her relationship with his/her customers.

The examination is targeted at individuals who have gained experience working with customers to determine, measure, and deliver business outcomes through the implementation of technology. It must be undertaken by the individuals who are preparing for the Cisco Customer Success Manager Specialist certification.

Exam Topics

The Cisco Customer Success Manager Specialist (820-605 CSM) Exam covers the following topics –

Exam Topic 1 – Customer Success Industry

• Explain the key drivers creating the need for Customer Success

• Define customer success (expected and unexpected value)

• Explain the customer lifecycle journey

• Compare customer success, customer support, and sales

• Explain the value proposition for customer success

• Explain different IT purchasing and consumption, models

• Identify the key metrics for customer success

• Explain the financial implication of the following metrics

• Describe customer engagement models based on customer segmentation

• Describe the objectives of the Customer Success Manager

Exam Topic 2 – Success Plan Creation

• Identify the product or solution purchased

• Identify key stakeholder roles

• Validate the desired business outcome based on information obtained from key stakeholders

• Identify critical success factors to connect to business outcomes

• Analyze the account baseline to identify gaps

• Analyze a customer health score

• Describe the common elements of a customer success plan

• Explain the purpose of targeted use cases

• Identify the individuals and responsibilities within a RACI

• Explain how outcomes, Key Performance Indicators (KPI) and metrics contribute to customer value achievement

Exam Topic 3 – Barrier Management

• Identify types of customer barriers

• Describe sources used to identify customer barriers

• Identify customer barriers

• Identify actions that impact time to value for common customer barriers

Exam Topic 4 – Customer Success Management

• Explain the elements of customer onboarding

• Explain the purpose of essential customer management activities

• Explain the communication needs of stakeholders

• Describe the Quarterly Success Review process

• Identify outcomes from a Quarterly Success Review

• Identify opportunities for customers to act as advocates