820-605 practice questions 51–60

1. Question 51 · 104 in bank

   Which expense is an operating expense (OPEX)?

   • Apayroll
   • Bcomputer equipment
   • Csoftware
   • Doffice improvements

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   Answer: A

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2. Question 52 · 104 in bank

   Select 2

   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.)

   • Acustomer annual report and quarterly business reviews
   • Bsales account plan
   • Cdetailed contract inventory
   • Dquestions to validate the interpreted analytical data
   • Esupport tickets reports and diagnostic information

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   Answer: DE

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3. Question 53 · 104 in bank

   Select 2

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

   • ANo action is necessary as long as the health index is green
   • BObserve the online image of the customer
   • CReview and update the success plan for ongoing activities
   • DManage the service issues and escalations
   • EJoin the sales and marketing strategy meetings

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   Answer: CD

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4. Question 54 · 104 in bank

   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?

   • AContact the services team and request that they reach out to the customer and address the solution
   • BMake the renewals manager aware that the one solution is not fully implemented
   • CInvestigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue
   • DNo action is needed because the customer will likely renew, and the issue can be addressed after the renewal

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   Answer: C

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5. Question 55 · 104 in bank

   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?

   • AEngage with the account team to understand the expansion opportunities
   • BPerform a deep analysis of all the sales orders to the past 24 months
   • CBuild an understanding of your customer's business and market trends and priorities
   • DSpeak the internal contacts to understand the customer sentiment and outstanding escalations

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   Answer: C

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6. Question 56 · 104 in bank

   A customer has finalized all of their solution planning and will be deploying it over the next two weeks. As the customer Success Manager, what is the next logical step to focus on for the customer's lifecycle journey?

   • AQuarterly Success Review build and delivery
   • Bservice introduction to confirm that they know how to submit service issues at the go live
   • Cinitial user group identified and their use cases confirmed
   • Dcustomer's stakeholders and their business outcomes
   • Eadditional features that will align with the business outcomes

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   Answer: B

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7. Question 57 · 104 in bank

   Select 2

   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.)

   • Amoments of success when the customer acknowledges progress
   • Bsuccessful contract renewal
   • Cgreen health scores over intermittent time periods
   • Dcontinuing results based on unexpected value
   • Eresults that are not measurable

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   Answer: AD

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8. Question 58 · 104 in bank

   Refer to the exhibit. Which initial action does a Customer Success Manager take?

   

   • ARun analysis on all the license types used by the customer on all platforms
   • BShare the report with the customer point of contact for license types B and D and determine causes
   • CProvide trending information on license types B and D and share with all stakeholders
   • DInform the Sales Account Manager to position a new version of licenses types B and D with additional features

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   Answer: B

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9. Question 59 · 104 in bank

   Select 2

   Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)

   • Ahelp desk data
   • Bhealth score
   • Crisk management
   • Dtelemetry
   • Etraining surveys

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   Answer: BD

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10. Question 60 · 104 in bank

    A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?

    • AUtilize a digital engagement so all your customers experience the touch of customer success
    • BUtilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience
    • CUtilize the service team to form a larger internal team to lead the engagement
    • DUtilize people to focus your customers in a 1:many customer success experience

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    Answer: B

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820-605 practice, question 51. 104 questions available.