Cisco 820-605日本語 Exam Questions : Cisco Customer Success Manager (820-605日本語版)

  • Exam Code: 820-605J
  • Exam Name: Cisco Customer Success Manager (820-605日本語版)
  • Updated: Jun 03, 2026
  • Q&As: 173 Questions and Answers

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Cisco 820-605 Exam Topics:

SectionWeightObjectives
Customer Success Management20%- Explain the elements of customer onboarding
  • Deployment planning
  • Priority success focus
  • Timeline to value
  • Feature matrix utilization

- Explain the purpose of essential customer management activities

  • Customer and industry observations
  • Customer conversations and interactions
  • Account data and scoreboard review
  • Capturing moments of success
  • Success Plan review

- Explain communication needs of stakeholders

  • Customer Executive
  • Account Manager
  • Customer User
  • Services
  • Business Unit

- Describe the Quarterly Success Review process
- Identify outcomes from a Quarterly Success Review
- Identify opportunities for customers to act as advocates

Success Plan Creation25%- Identify the product or solution purchased
- Identify key stakeholder roles
- Validate the desired business outcome based on information obtained from key stakeholders
- Identify critical success factors to connect to business outcomes
- Analyze the account baseline to identify gaps
  • Tools
  • Process
  • People

- Analyze a customer health score

  • Product Usage
  • Product Quality
  • Customer Sentiment
  • Customer Financials

- Describe the common elements of a customer success plan
- Explain the purpose of targeted use cases
- Identify the individuals and responsibilities within a RACI
- Explain how outcomes, Key Performance Indicators (KPI) and metrics contribute to customer value achievement

Expand Opportunities and Renewal15%- Describe types of expand opportunities
  • Additional features
  • New use cases
  • Additional User groups
  • New solutions
  • Change management services

- Identify potential expansion opportunities across the customer lifecycle from a customer success plan
- Create an adoption campaign to identify expand opportunities
- Update customer success plan with expand opportunities
- Explain the elements of a renewal risk analysis
- Create mitigation plans that address risk factors

Customer Success Industry15%- Explain the key drivers creating the need for Customer Success
- Define customer success (expected and unexpected value)
- Explain the customer lifecycle journey
- Compare customer success, customer support and sales
- Explain the value proposition for customer success
  • Vendor
  • Customer

- Explain different IT purchasing and consumption models

  • Software licensing
  • Service subscriptions
  • Enterprise agreements
  • CapEx vs OpEx

- Identify the key metrics for customer success

  • Leading indicators
  • Lagging indicators

- Explain the financial implication of the following metrics

  • Churn
  • Expand
  • Renewal (MRR, ATR, LTV, ACV)

- Describe customer engagement models based on customer segmentation

  • High touch
  • Virtual touch
  • Digital touch

- Describe the objectives of the Customer Success Manager

Barrier Management25%- Identify types of customer barriers
  • Business
  • Operational
  • Technical
  • Corporate Culture

- Describe sources used to identify customer barriers

  • Tools (telemetry, consumption data)
  • Process
  • People

- Identify customer barriers

  • Observation
  • Conversation
  • Data

- Identify actions that impact time to value for common customer barriers

  • Stalled or prolonged implementation
  • Loss of a project sponsor
  • Lack of product features
  • Product quality or performance issues
  • Product is not the right fit for the customer

Reference: https://www.cisco.com/c/en/us/training-events/training-certifications/certifications/digital-transformation-specialist/customer-success/manager.html#~overview

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