[Jan 01, 2026] Get Unlimited Access to 820-605 Certification Exam Cert Guide [Q11-Q30]

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[Jan 01, 2026] Get Unlimited Access to 820-605 Certification Exam Cert Guide

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Q11. In which two ways can an adoption campaign identify expansion opportunities? (Choose two.)

The adoption campaign provides notifications of new feature releases.

The adoption campaign surveys all end users for product feedback.

The adoption campaign notifies customers of a critical bug.

The adoption campaign provides free trial licenses for feature upgrades.

The adoption campaign provides free user training.

Q12. Which two Customer Success approaches should a Customer Success Manager provide for their customers that face stalled implementation? (Choose two.)

Sell additional training to the customer.

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

Review priorities from the Success Plan with customer leadership.

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

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

Q13. The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

Suggest that the customer replace their existing staff

Provide the customer with a chargeable deployment service

Re-enforce the time to value of the solution

Give the customer a discount on a future purchase

Q14. A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?

Utilize a digital engagement so all your customers experience the touch of customer success

Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience

Utilize the service team to form a larger internal team to lead the engagement

Utilize people to focus your customers in a 1:many customer success experience

Q15. 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.)

risk management

employee satisfaction

cost efficiency

credibility

sustainability

Q16. 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.)

risk management

employee satisfaction

cost efficiency

credibility

sustainability

Q17. On which two objectives should communication with customer executives focus? (Choose two)

return on investment

new sales

product improvement

user training

time to value

Q18. Which statement describes an end user adoption barrier?

There are insufficient licenses for additional staff from a newly acquired company to use the solution.

The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.

The budget is insufficient to implement the solution for a new branch of the business.

Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

Q19. A Customer Success Manager was assigned a strategic new account. Which action prepares them for the customer introduction meeting?

Engage with the account team to understand the expansion opportunities.

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

Document customer’s current technical escalations.

Speak the internal contacts to understand the customer’s priorities and sentiment.

Q20. What is a type of expansion opportunity?

additional user groups

positive customer sentiment

strong stakeholder communication

using latest release versions

Q21. A customer wants to deploy new technology. The Customer Success Manager is concerned the customer is not ready to adopt the solution. Which steps with the Project and Operations teams ensure a successful adoption?

Conduct an end-user assessment, determine gaps, and suggest appropriate training for all users of the new technology.

Assign internal resources to develop and deliver training to the customer’s IT staff to ensure the project is successful.

Complete a knowledge assessment of the Project and Operations teams, determine gaps, and develop a training plan.

Research the best training available for this new technology and ensure as many IT staff as possible attend the training.

Q22. Which two actions should be taken when a customer’s usage is in decline? (Choose two.)

Show the customer how the current solution compares to the offers from a competitor.

Assess the capabilities of the solution against the customer’s desired outcomes.

Tell the customer a new solution will soon be available.

Review the implementation plan with key customer leadership.

Identify changes in the customer’s business processes.

Q23. Which element of the renewal risk analysis is associated with a customer’s requests to maintain existing pricing?

customer budget

adoption barriers

value realization

competitive differentiation

Q24. Which two outcomes are the goals of the initial customer meeting to onboard the customer into customer success? (Choose two.)

completion of customer training

confirmation of customer business outcomes

review of product roadmap

scheduling of Quarterly Success Review

agreement of key stakeholders

Q25. Refer to the exhibit. Which action should the Customer Success Manager take to improve the health index of Company A?

Analyze annual recurring revenue growth, renewal rates of other products, and timeliness of bill pay.

Observe net promotor scores and how likely the customer is to recommend the products to someone else.

Provide recommendations for training or suggest new features based on data analysis.

Perform a marketing campaign and share the roadmap of new products.

Q26. What are two examples of leveraging data to identify a customer barrier? (Choose two.)

evaluating feedback from the customer operations team

providing training recommendations

reviewing installed base details

consulting the health index

noting change in customer executive team

Q27. Which method is directly associated with evaluating a customer outcome?

milestones

key performance indicators

metrics

benchmarks

Q28. Drag and drop three valid elements of a success plan from the left to the right. Not all options are used.

Q29. A customer recently reached the Use Stage for Network Provisioning and Operations in the Data Center Network solution domain. Which action should be recommended?

Overview the security of the purchased solution and policy best practices.

Learn the solution concepts.

Become familiar with the fundamentals of the purchased solution.

Understand the architecture of the purchased solution.

Q30. 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?

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

Engage with the account team to understand the expansion opportunities.

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

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