820-605 practice questions 31–40

1. Question 31 · 104 in bank

   Which element evaluates a customer outcome?

   • Akey performance indicators
   • Bmilestones
   • Cmetrics
   • Dbenchmarks

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   Answer: A

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2. Question 32 · 104 in bank

   Which action should be taken when new company leadership is forcing a competitor's solution?

   • ARecheck the value realized by the current solution.
   • BDemonstrate how the current solution is a lower-cost solution than competitors.
   • CHold an executive briefing to evaluate risks of the proposed solution.
   • DTell the new leadership about the long-standing relationship between two companies.

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   Answer: A

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3. Question 33 · 104 in bank

   Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago. The client has requested a meeting to improve the situation. Which reports are critical to the success of the meeting?

   • Anumber of users registered, bandwidth utilization, number of training sessions user joined
   • Bnumber of users registered, service logs, number of users
   • Cnumber of users registered, number of meetings user initiated, number of meetings user joined
   • Dnetwork utilization, number of meetings user initiated, number of users

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   Answer: C

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4. Question 34 · 104 in bank

   Select 2

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

   • Anew product sales motion
   • Black of knowledge on solution
   • Corganizational announcements
   • Dimplementation issues
   • Ehiring practices

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   Answer: BD

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5. Question 35 · 104 in bank

   Which statement describes an end user adoption barrier?

   • AThere are insufficient licenses for additional staff from a newly acquired company to use the solution.
   • BThe CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
   • CThe budget is insufficient to implement the solution for a new branch of the business.
   • DStaff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

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   Answer: D

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6. Question 36 · 104 in bank

   Select 2

   Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications. Which two main barriers to adoption does the customer face? (Choose two.)

   • Atechnical barrier
   • Bcultural barrier
   • Cprocess barrier
   • Dproduct barrier
   • Ecost barrier

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   Answer: AB

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7. Question 37 · 104 in bank

   Which sources should be used to uncover customer barriers?

   • Adata, health score, intuition
   • Bconservation, data, health score
   • Cobservation, conversation, data
   • Dintuition, observation, data

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   Answer: C

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8. Question 38 · 104 in bank

   Who does a Customer Success Manager work with to overcome a technical solution adoption barrier encountered by a customer?

   • ACustomer Success Specialist
   • BTechnical Engineer
   • CSales Engineer
   • DSolutions Product Manager

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   Answer: A

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9. Question 39 · 104 in bank

   Select 2

   A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, they complain to the Customer Success Manager that they cannot verify who and how the licenses are being used. Which two types of adoption barriers are occurring? (Choose two.)

   • Aprocess
   • Bpeople
   • Ctools
   • Dplatform
   • Eapplication

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   Answer: AC

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10. Question 40 · 104 in bank

    Which action should a Customer Success Manager take to identify and remove barriers when a customer moves from the Implement to the Use stage in the lifecycle?

    • AProvide break-fix support for technical problems experienced or observed by the customer.
    • BProvide a detailed cost structure for the management team.
    • CProvide training content to address current and existing barriers.
    • DProvide direct and in-depth technical expertise upon customer request.

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    Answer: C

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820-605 practice, question 31. 104 questions available.