The Avant-garde Guide To 820-605 Test Questions

NEW QUESTION 1
Which definition of a use case is true?

• A. comparison of the marketing description of what a product does to the customer’s experience
• B. list of actions or event steps that a customer uses
• C. list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal
• D. list of instructions that customer uses for their software

Answer: C

NEW QUESTION 2
Which type of analytics has telemetry that shows the customer’s use of the software and defines what has happened to date?

• A. descriptive
• B. diagnostic
• C. prescriptive
• D. predictive

Answer: B

NEW QUESTION 3
Which two outcomes are expansion opportunities within customer success? (Choose two.)

• A. expansion of solution features
• B. renewal of solution subscription
• C. purchase of a new solution
• D. deployment of solution
• E. expansion of solution services

Answer: AD

NEW QUESTION 4
Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

• A. KPI that will be improved by the new product solution
• B. current existing products that are being displaced by the solution
• C. current configuration guide of the product solution
• D. product use case that will achieve the desired outcome

Answer: D

NEW QUESTION 5
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?

• A. Quarterly Success Review build and delivery
• B. service introduction to confirm that they know how to submit service issues at the go live
• C. initial user group identified and their use cases confirmed
• D. customer’s stakeholders and their business outcomes
• E. additional features that will align with the business outcomes

Answer: AD

NEW QUESTION 6
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

• A. capability gap
• B. financial gap
• C. consumption gap
• D. organizational gap

Answer: C

NEW QUESTION 7
The customer wants to increase the utilization of their video conferencing system. Drag and drop the actions from the left into the correct sequence on the right.

• A. Mastered
• B. Not Mastered

Answer: A

Explanation:

NEW QUESTION 8
A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?

• A. Utilize a digital engagement so all your customers experience the touch of customer success
• B. Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience
• C. Utilize the service team to form a larger internal team to lead the engagement
• D. Utilize people to focus your customers in a 1:many customer success experience

Answer: A

NEW QUESTION 9
Which statement describes an end user adoption barrier?

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

Answer: D

NEW QUESTION 10
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

• A. Service organizations must evolve from a “break fix” business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoptio
• B. The CSM advises and professional services team on the best services to position.
• C. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchas
• D. The CSM supports sales with use cases and testimonials for proposed solutions.
• E. IT is increasingly adopting new consumption model
• F. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realize
• G. The CSM ensures that the customer’s business outcomes are achieved with the shortest time to value.
• H. The accelerated pace of innovation in the era of the Internet of Things confuses many customer
• I. A CSM helps sales position the right technologies that will accelerate success for their business.

Answer: C

NEW QUESTION 11
The customer wants to increase the number of services in their portfolio and improve the time to launch these services. Which two business outcomes are appropriate? (Choose two.)

• A. cost efficiency
• B. employee satisfaction
• C. time to market
• D. business growth
• E. sustainability

Answer: AC

NEW QUESTION 12
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. risk management
• B. employee satisfaction
• C. cost efficiency
• D. credibility
• E. sustainability

Answer: BC

NEW QUESTION 13
You notice a decline over time in your customer’s usage of your product. Which action do you consider?

• A. Tell the customer a new solution will soon be available
• B. Carefully tell the customer to get more people to use your product
• C. Re-assess the customer’s business process and outline the capability of the solution
• D. Show the customer a comparison of the solution versus the competition

Answer: C

NEW QUESTION 14
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