[2025年05月]更新のCisco 820-605公式認定ガイドPDF
試験820-605 Cisco Customer Success Manager
Cisco 820-605試験では、顧客の成功原則、顧客の旅のマッピング、顧客体験デザイン、顧客洞察と分析、顧客の成功運用など、顧客の成功管理に関連するさまざまなトピックをカバーしています。さらに、この試験では、Cisco Collaboration Solutions、Cisco Customer Experience Solutions、Cisco Security Solutionsなど、顧客の成功管理で一般的に使用されるCisco TechnologiesとSolutionsもカバーしています。
質問 # 47
Which two steps in the customer lifecycle approach are owned by the sales and marketing team?
(Choose two)
- A. Evaluation
- B. Awareness
- C. Adoption
- D. Experience
- E. Deployment
正解：A、B
質問 # 48
Which analysis model is used to better understand the customer business environment?
- A. dashboard
- B. renewal contract
- C. SWOT
- D. RACI
正解：C
解説：
A SWOT analysis helps in understanding the strengths, weaknesses, opportunities, and threats related to a customer's business environment, providing insights that can be used to tailor customer success strategies.
References: 1
質問 # 49
A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?
- A. Utilize the service team to form a larger internal team to lead the engagement
- B. Utilize people to focus your customers in a 1:many customer success experience
- C. Utilize a digital engagement so all your customers experience the touch of customer success
- D. Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience
正解：D
解説：
A high touch customer success experience is characterized by personalized and customized support, often involving regular one-on-one meetings with a dedicated customer success manager12. This model focuses on providing elite customers with a tailored experience that addresses their specific needs and challenges, ensuring they receive the highest level of service.
質問 # 50
Which stakeholder works directly with the customer executives to ensure that their business outcomes are aligned with and achieved using purchased solutions?
- A. Account Manager
- B. Product Sales Specialist
- C. Renewals Manager
- D. Customer Success Manager
正解：D
質問 # 51
The customer wants to reduce their exposure to security events. Which business outcome is critical to the company's success?
- A. market growth
- B. risk management
- C. sustainability
- D. cost efficiency
正解：C
質問 # 52
Why is it convenient to tie business outcomes and the customer value proposition?
- A. Because it accelerates the time to market of new products and solutions while maintaining a reasonable cost structure.
- B. To reduce complexity for stakeholders, it is easier for them to describe the benefits and to influence others to gain support.
- C. Because this way you can establish fixed business goals and priorities and facilitate the deployment project management.
- D. Because it keeps the value proposition unchanged, it is easier for stakeholders to claim for accountability.
正解：B
質問 # 53
Drag and Drop Question
An external customer case study is being created. Drag and drop the contents which show value from the left onto the right. Not all content choices are used.
正解：
解説：
質問 # 54
You notice a decline over lime in your customer's usage of your product. Which action do you consider?
- A. Show the customer a comparison of the solution versus the competition.
- B. Tell the customer a new solution will soon be available.
- C. Re-assess the customer's business process and outline the capability of the solution.
- D. Carefully tell the customer to get more people to use your product.
正解：B
質問 # 55
The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition.
Which two business outcomes are critical to the company's success? (Choose two.)
- A. cost efficiency
- B. employee satisfaction
- C. sustainability
- D. credibility
- E. risk management
正解：A、B
質問 # 56
A customer voices frustration because the purchased solution is not being adopted as expected within the organization, and the organization's new leadership does not have a historical perspective of the expected outcomes. Which two activities should the Customer Success Manager initiate to create mitigation plans to address these risk factors? (Choose two)
- A. Research the list of accelerators.
- B. Evaluate the architecture value cards.
- C. Analyze the adoption report.
- D. Examine the recent QBR results.
- E. Review the account health score.
正解：C、D
質問 # 57
The Customer Success Manager notices that their customer has delayed going into production.
Which action does the Customer Success Manager consider?
- A. Suggest that the customer replace their existing staff
- B. Provide the customer with a chargeable deployment service
- C. Re-enforce the time to value of the solution
- D. Give the customer a discount on a future purchase
正解：C
質問 # 58
Who confirms the use cases targeted in a Customer Success Plan?
- A. account team sales lead
- B. Customer Success Manager
- C. customer enterprise architect
- D. primary customer stakeholder
正解：B
解説：
The Customer Success Manager is responsible for confirming the use cases targeted in a Customer Success Plan. They work closely with the customer to understand their needs and ensure that the plan aligns with the customer's goals and the capabilities of the solution1.
質問 # 59
Your client, the Director of IT Policy and Governance of Eastembank 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?
- A. number of users registered, number of meetings user initiated, number of meetings user joined
- B. network utilization, number of meetings user initiated, number of users
- C. number of users registered, service logs, number of users
- D. number of users registered, bandwidth utilization, number of training sessions user joined
正解：B
質問 # 60
A Customer Success Manager was assigned a strategic new account.
Which action prepares them for the customer introduction meeting?
- A. Document customer's current technical escalations.
- B. Speak the internal contacts to understand the customer's priorities and sentiment.
- C. Perform a deep analysis of all the sales orders to the past 24 months.
- D. Engage with the account team to understand the expansion opportunities.
正解：B
質問 # 61
The customer purchased a solution with a specific use case in mind but has not yet expressed interest in additional use cases. Which two actions gain their commitment to add use cases? (Choose two.)
- A. Present case studies that outline the benefits they achieved and highlight compelling metrics.
- B. Recognize tools that compete with the expansion opportunity and offer discounts to switch.
- C. Conduct a discovery session to uncover their additional pain points.
- D. Identify target outcomes based on known challenges to demonstrate how a new use case could help achieve them.
- E. Provide additional training on the current use case to drive adoption.
正解：D、E
質問 # 62
Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?
- A. increase in new subscribers or increase in end users
- B. reduction in headcount or operational support costs
- C. customer and employee feedback
- D. number of activities completed or increase in direct time
- E. number of incidents reported or number of compliance issues
正解：E
質問 # 63
How should a Customer Success Manager resolve a customer's skill gap for a new product?
- A. Allow the customer time to initiate action to address skill gaps on their terms
- B. Create a blog post to publish on the company's engineering community website
- C. Deliver skills required by role with associated training for the product
- D. Email a technical material link to customer stakeholders
正解：C
解説：
To resolve a customer's skill gap for a new product, a CSM should deliver the skills required by role with associated training for the product. This approach ensures that the customer's team is equipped with the necessary knowledge and skills to effectively use the new product, leading to better adoption and utilization2.
質問 # 64
From a Customer Success perspective, why should the customer's health be monitored?
- A. to directly enable renewals
- B. to identify unused licenses so they can be addressed via a service improvement plan
- C. to give the customer valuable insight so they can automatically renew critical services on time
- D. to provide the opportunity to address any changes in the customer's experience around the solution
正解：A
質問 # 65
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