820-605 practice questions 61–70

1. Question 61 · 104 in bank

   Which tool is used by Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?

   • AKPIs
   • BHealth Index Report
   • CRACI
   • DStakeholder Map

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   Answer: C

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2. Question 62 · 104 in bank

   What is the first step a Customer Success Manager should take to identify why the solution was purchased?

   • AEngage with the customer.
   • BReview the bill of materials.
   • CCollaborate with the sales team.
   • DEvaluate the Customer Success Plan.

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   Answer: A

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3. Question 63 · 104 in bank

   A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?

   • AEvaluate the availability of resources to work on the problem.
   • BEngage a specialist to identify a technical solution or workaround.
   • CConduct an assessment of the business impact of the problem.
   • DEstablish a timeline of when a solution must be in place.

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   Answer: C

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4. Question 64 · 104 in bank

   Select 2

   The customer wants to improve operational expenditure and reduce the C02 footprint of the organization. Which two business outcomes are critical to the company's success? (Choose two.)

   • Asustainability
   • Bcredibility
   • Ctime to market
   • Dbusiness growth
   • Ecost efficiency

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   Answer: AE

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5. Question 65 · 104 in bank

   Select 2

   Which two actions are critical when communicating with executives? (Choose two.)

   • AKeep services as a primary topic
   • BFocus on the value achieved
   • CIncorporate the sales team's plan
   • DTarget executive priorities
   • EFocus on technical details

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   Answer: BD

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6. Question 66 · 104 in bank

   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?

   

   • AThe customer has a high probability to renew and will include an expanded opportunity
   • BThe customer's usage is too low to correctly measure the chance of their retention
   • CThe customer has increased usage, which shows a strong indicator of renewal
   • DThe customer's usage has seen a recent decline and the chance of them churning will be higher

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   Answer: D

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7. Question 67 · 104 in bank

   From a Customer Success perspective, which reason to monitor your customer's health is the most important?

   • AIt provides the opportunity to address any changes in the customer's experience or actions around the solution
   • BIt allows the customer to identify unused licenses so they can be addressed via a service improvement plan
   • CUnderstanding your customer's health directly enables renewals
   • DIt gives the customer valuable insight so they can automatically renew critical on time

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   Answer: A

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8. Question 68 · 104 in bank

   The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed- services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?

   • AAdopt a lifecycle approach with a proactive review of service performance against KPIs.
   • BHave the CSM define how value should be measured at the end of the contract period.
   • CEngage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
   • DHave the CIO define a clear IT strategy and implement the suggestions immediately.

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   Answer: A

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9. Question 69 · 104 in bank

   From a Customer Success perspective, why should the customer's health be monitored?

   • Ato provide the opportunity to address any changes in the customer's experience around the solution
   • Bto identify unused licenses so they can be addressed via a service improvement plan
   • Cto directly enable renewals
   • Dto give the customer valuable insight so they can automatically renew critical services on time

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   Answer: A

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10. Question 70 · 104 in bank

    Select 2

    Which two outcomes are expansion opportunities within customer success? (Choose two.)

    • Aexpansion of solution features
    • Brenewal of solution subscription
    • Cpurchase of a new solution
    • Ddeployment of solution
    • Eexpansion of solution services

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    Answer: AE

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820-605 practice, question 61. 104 questions available.