合格目指せ820-605試験最新の820-605試験問題集PDF2022年更新
820-605試験問題集、365日更新無料サンプル
質問 31
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. sustainability
- B. employee satisfaction
- C. business growth
- D. time to market
- E. cost efficiency
正解: C,D
質問 32
Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?
- A. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposed solutions.
- B. The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.
- C. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer's business outcomes are achieved with the shortest time to value.
- D. 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 adoption.
The CSM advises and professional services team on the best services to position.
正解: C
質問 33
A large university has deployed a new IT solution designed to improve the overall student and staff experience.
Which approach to measure success is the best?
- A. Implement staff Super Users to provide feedback
- B. Twice yearly student and staff surveys with two questions related to IT
- C. Combination of tailored surveys and IT tools-based metrics
- D. Measure the number of complaints raised by students
正解: D
解説:
Explanation
Explanation/Reference:
質問 34
The CIO of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?
- A. Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.
- B. Have the CSM define how value should be measured at the end of the contract period.
- C. Adopt a lifecycle approach with a proactive review of service performance against KPIs.
- D. Have the CIO define a clear IT strategy and implement the suggestions immediately.
正解: A
質問 35
A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, they complain to the Customer Success Manager that they cannot verify who and how the licenses are being used. Which two types of adoption barriers are occurring? (Choose two.)
- A. tools
- B. platform
- C. process
- D. people
- E. application
正解: B,E
質問 36
What is the customer success objective of a Quarterly Success Review?
- A. Create a success plan.
- B. Align work effort to outcomes.
- C. Introduce new products and services.
- D. Evaluate renewal contract.
正解: A
質問 37
What defines a use case?
- A. list of actions that define the interactions between a role and a system to achieve a goal.
- B. list of instructions customers use for their software.
- C. comparison of the marketing description of what a product does and the customer's experience.
- D. list of actions or event steps that a customer uses.
正解: A
質問 38
Which element evaluates a customer outcome?
- A. milestones
- B. metrics
- C. benchmarks
- D. key performance indicators
正解: D
質問 39
From a Customer Success perspective, why should the customer's health be monitored?
- A. to provide the opportunity to address any changes in the customer's experience around the solution
- B. to directly enable renewals
- C. to give the customer valuable insight so they can automatically renew critical services on time
- D. to identify unused licenses so they can be addressed via a service improvement plan
正解: C
質問 40
Which of these is included in a success plan?
- A. services cost
- B. customer business outcomes
- C. customer HR processes
- D. confidential customer information
正解: A
質問 41
Which type of analytics have telemetry that show the customer's use of the software and define what has happened to date?
- A. predictive
- B. prescriptive
- C. descriptive
- D. diagnostic
正解: A
質問 42
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, service logs, number of users
- B. network utilization, number of meetings user initiated, number of users
- C. number of users registered, number of meetings user initiated, number of meetings user joined
- D. number of users registered, bandwidth utilization, number of training sessions user joined
正解: B
質問 43
The Customer Success Manager is preparing for a review meeting. The customer has asked for a balance between subjective and objective metrics. Drag and drop the inputs from the left onto the correct subjective and objective categories on the right.
正解:
解説:
質問 44
Which statement describes an end user adoption barrier?
- A. The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.
- B. Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.
- C. There are insufficient licenses for additional staff from a newly acquired company to use the solution.
- D. The budget is insufficient to implement the solution for a new branch of the business.
正解: B
解説:
Explanation/Reference: https://useriq.com/user-adoption-barriers/
質問 45
Which list of components of a Customer Success Quarterly Success Review is common?
- A. results from prior quarter, services delivered, issues and open services cases, and confirm goals for next quarter
- B. results from prior quarter, agreed actions completed, benchmarking with the market, and confirm goals for next quarter
- C. results from prior quarter, cover roadmap and promote new products, and confirm goals for next quarter
- D. results from prior quarter, product roadmap, proposed marketing new products, and confirm goals for the next quarter
正解: A
質問 46
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