820-605 Practice Questions

A.  

Adopt a lifecycle approach with a proactive review of service performance against KPIs.

B.  

Have the CSM define how value should be measured at the end of the contract period.

C.  

Engage a third-party mediator to develop contract goals and evaluate the objectives at regular intervals.

D.  

Have the CIO define a clear IT strategy and implement the suggestions immediately.

A.  

usage KPIs are on target entering the fourth quarter

B.  

supplementary training sessions are organized on existing features

C.  

solution management team adds headcount

D.  

endpoint security solution extended to cover data center servers in addition to laptops

A.  

telemetry and analytics

B.  

recurring revenue management

C.  

enterprise CRM and incident management

D.  

content management

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

A.  

measure, define, analyze, control, improve

B.  

define, measure, analyze, improve, control

C.  

define, analyze, measure, improve, control

D.  

analyze, define, measure, control, improve

A.  

service ticket tracking

B.  

adoption barrier identification

C.  

quality control

D.  

service delivery program management

E.  

KPI tracking

A.  

Evaluate renewal contract.

B.  

Introduce new products and services.

C.  

Align work effort to outcomes.

D.  

Create a success plan.

A.  

number of users registered, bandwidth utilization, number of training sessions user joined

B.  

number of users registered, service logs, number of users

C.  

number of users registered, number of meetings user initiated, number of meetings user joined

D.  

network utilization, number of meetings user initiated, number of users

A.  

It provides the opportunity to address any changes in the customer’s experience or actions around the solution

B.  

It allows the customer to identify unused licenses so they can be addressed via a service improvement plan

C.  

Understanding your customer’s health directly enables renewals

D.  

It gives the customer valuable insight so they can automatically renew critical on time

A.  

when the customer acknowledges that a desired outcome is being achieved

B.  

when the customer looks for ways to expand the solution

C.  

when telemetry and usage insights are leveraged

D.  

when the technology is designed for the customer's existing infrastructure