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Exam Overview
Exam Code 820-605
Exam Name Cisco Customer Success Manager
Vendor Cisco
Total Questions 157
Last Updated 26-Oct, 2026
Free 820-605 Questions Get Premium Access
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Free 820-605 Practice Questions

Explore 10 free practice questions for the Cisco 820-605 exam and review the answers and explanations to support your preparation.

  1. Question 1

    Single answer

    Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

    • Option A:
      KPI that will be improved by the new product solution
      Correct
    • Option B:
      current existing products that are being displaced by the solution
      Correct
    • Option C:
      current configuration guide of the product solution
      Correct
    • Option D:
      product use case that will achieve the desired outcome
      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: D

  2. Question 2

    Single answer

    Which list of components of a Customer Success Quarterly Success Review is common?

    • Option A:
      results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter
      Correct
    • Option B:
      results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
      Correct
    • Option C:
      results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter
      Correct
    • Option D:
      results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarte
      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: C

  3. Question 3

    Single answer

    In an onboarding session, introductions to new stakeholders were made, new KPIs were collated, and desired use cases were discussed. Which step does the Customer Success Manager take next? 

    • Option A:
      Document the session, stakeholder interests, and metrics for leadership
      Correct
    • Option B:
      Create a success plan to be reviewed with the customer at the next review meeting
      Correct
    • Option C:
      Provide technical configuration for development
      Correct
    • Option D:
      Discuss new opportunities and new products to purchase 
      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: B

  4. Question 4

    Single answer

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

    • Option A:
      It provides the opportunity to address any changes in the customer’s experience or actions around the solution
      Correct
    • Option B:
      It allows the customer to identify unused licenses so they can be addressed via a service improvement plan
      Correct
    • Option C:
      Understanding your customer’s health directly enables renewals
      Correct
    • Option D:
      It gives the customer valuable insight so they can automatically renew critical on time
      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: C

  5. Question 5

    Single answer

    Which method is directly associated with evaluating a customer outcome?

    • Option A:

      milestones


      Correct
    • Option B:

      key performance indicators


      Correct
    • Option C:

      metrics


      Correct
    • Option D:

      benchmarks

      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: B

    Explanation

    Key performance indicators (KPIs) are directly associated with evaluating a customer outcome because they are quantifiable measures used to gauge the performance over time in terms of meeting strategic and operational goals.  KPIs are crucial for assessing whether a company is on track to achieve its desired outcomes.  References : Cisco Customer Success Manager documentation

  6. Question 6

    Single answer

    Refer to the exhibit.

    Which action must be taken by Customer Success Manager ?

    • Option A:

      Recommend expansion opportunities.


      Correct
    • Option B:

      Review the financial index.


      Correct
    • Option C:

      Develop a customer testimonial.


      Correct
    • Option D:

      Identify the adoption barriers.

      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: D

    Explanation

    The Customer Success Manager must identify the adoption barriers. The dashboard indicates areas where the engagement scores are low, which suggests that there are obstacles preventing the customer from fully utilizing and benefiting from the product. Identifying these barriers is the first step towards developing a strategy to increase adoption and customer success.

  7. Question 7

    Single answer

    Which method is directly associated with evaluating a customer outcome?

    • Option A:

      milestones


      Correct
    • Option B:

      key performance indicators


      Correct
    • Option C:

      metrics


      Correct
    • Option D:

      benchmarks

      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: B

    Explanation

    Key performance indicators (KPIs) are directly associated with evaluating a customer outcome because they are quantifiable measures used to gauge the performance over time in terms of meeting strategic and operational goals.  KPIs are crucial for assessing whether a company is on track to achieve its desired outcomes.  References : Cisco Customer Success Manager documentation

  8. Question 8

    Single answer

    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?

    • Option A:

      Contact the services team and request that they reach out to the customer and address the solution

      Correct
    • Option B:

      Make the renewals manager aware that the one solution is not fully implemented


      Correct
    • Option C:

      Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issue

      Correct
    • Option D:

      No action is needed because the customer will likely renew, and the issue can be addressed after the renewal

      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: C

    Explanation

    The Customer Success Manager should investigate why the customer has not fully enabled one of the solutions and work with the sales and renewals teams to address the issue.  This proactive approach can help uncover any barriers to full adoption and ensure that the customer sees the full value of the solution before the renewal deadline

  9. Question 9

    Single answer

    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?

    • Option A:

      Engage with the account team to understand the expansion opportunities


      Correct
    • Option B:

      Perform a deep analysis of all the sales orders to the past 24 months


      Correct
    • Option C:

      Build an understanding of your customer’s business and market trends and priorities


      Correct
    • Option D:

      Speak the internal contacts to understand the customer sentiment and outstanding escalations

      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: C

    Explanation

    The best course of action to prepare for the first customer introduction meeting is to build an understanding of the customer’s business, market trends, and priorities. This knowledge will enable the Customer Success Manager to have a meaningful conversation with the customer, aligning the discussion with the customer’s strategic goals and industry context.

  10. Question 10

    Multiple answers

    Which two Customer Success approaches should a Customer Success Manager provide for their customers that face stalled implementation? (Choose two.)

    • Option A:

      Sell additional training to the customer.


      Correct
    • Option B:

      Introduce new features that have been recently enabled within the product.


      Correct
    • Option C:

      Review priorities from the Success Plan with customer leadership.


      Correct
    • Option D:

      Offer upfront discounts and secure the business for as many years as possible.


      Correct
    • Option E:

      Determine if there has been a change in resourcing or stakeholders.

      Correct
    Show Answer & Explanation Hide Answer & Explanation

    Correct Answer: C, E

    Explanation

    For customers facing stalled implementation, the Customer Success Manager should review the priorities outlined in the Success Plan with customer leadership and determine if there have been any changes in resourcing or stakeholders that may be affecting the implementation. References: The Cisco Customer Success Manager’s approach to addressing stalled implementations includes ensuring alignment with the Success Plan and assessing any changes in the customer’s organization that may impact the project.