820-605 Online Practice Questions and Answers

Which statement describes the difference between customer success and customer sales?

A. Customer sales is about selling solutions to meet business needs. Customer success is about getting customers to utilize those solutions to get the value they intended.

B. Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about making sure the customer deploys the solution within an effective timeline.

C. Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about expanding the customer's portfolio.

D. Customer sales is about selling solutions to meet business needs. Customer success is about finding product opportunities for sales as the customer utilizes their current solution.

The customer wants to increase their market share and protect brands reputation. Which two business outcomes are critical to the company's success? (Choose two.)

A. risk management

B. credibility

C. business growth

D. cost efficiency

E. sustainability

Which two metrics are used by Customer Success Managers to measure customer success? (Choose two.)

A. help desk data

B. health score

C. risk management

D. telemetry

E. training surveys

What is a common indicator of customer health?

A. number of services purchased

B. number of licenses purchased

C. customer satisfaction metric

D. amount of money spent on the solution

What is a type of expansion opportunity?

A. additional user groups

B. positive customer sentiment

C. strong stakeholder communication

D. using latest release versions

Which term describes the gap between the features and functions customers purchases and the features and functions customers use?

A. consumption

B. organizational

C. financial

D. capability

Which method is directly associated with evaluating a customer outcome?

A. milestones

B. key performance indicators

C. metrics

D. benchmarks

Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

A. increase in new subscribers or increase in end users

B. number of incidents reported or number of compliance issues

C. reduction in headcount or operational support costs

D. customer and employee feedback

E. number of activities completed or increase in direct time

What are two examples of leveraging data to identify a customer barrier? (choose two)

A. noting change in customer executive team

B. consulting the health index

C. providing training recommendations

D. reviewing installed base details

E. evaluating feedback from the customer operations team

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.

Which Key Performance Indicators contribute to customer value achievements?

A. profit and risk reduction

B. employee usage and training volume

C. product, services, and sales

D. cost, time, and customer satisfaction

Which two adoption outcomes are renewal indicators? (Choose two)

A. customer testimonial

B. solution discount

C. payment schedule

D. optimized services

E. training attendance

Which stakeholder works directly with the customer executives to ensure that their business outcomes are aligned with and achieved using purchased solutions?

A. Renewals Manager

B. Product Sales Specialist

C. Account Manager

D. Customer Success Manager

What is a financial implication of churn?

A. increase in service level

B. decrease in subscription

C. expansion of contract

D. decrease in discounts

While talking to employees of a customer's front-line operations, a Customer Success Manager learns that the team is evaluating a competitive solution for an existing solution they own but use minimally. What is the next step the Customer Success Manager should take after this conversation?

A. Host a discovery session with stakeholders to identify challenges and desired outcomes.

B. Invites the stakeholders to attend technical training on different product use cases.

C. Educate the operations team on the features and capabilities of the existing solution.

D. Ensure the customer's procurement team is aware of the existing solution and its usage history.