820-605 Practice Exam Questions and Answers

A.  

The customer has a high probability to renew and will include an expanded opportunity

B.  

The customer’s usage is too low to correctly measure the chance of their retention

C.  

The customer has increased usage, which shows a strong indicator of renewal

D.  

The customer’s usage has seen a recent decline and the chance of them churning will be higher

A.  

creating a success story

B.  

creating a Customer Success Plan

C.  

creating technical documentation

D.  

creating a stakeholder map

A.  

risk management

B.  

credibility

C.  

business growth

D.  

cost efficiency

E.  

sustainability

A.  

data, health score, intuition

B.  

conversation, data, health score

C.  

intuition, observation, data

D.  

observation, conversation, data

A.  

Conduct customer interviews to understand current adoption barriers and develop a solution plan.

B.  

Engage the sales team to upsell the solution and offer options and product diversity to the customer.

C.  

Review the support case history to identify product quality or customer education issues.

D.  

Contact the product operations team to review the telemetry and offer insights to the customer.

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.  

They highlight the product differentiation from a competitor.

B.  

They define how a solution is applied to enable a desired outcome.

C.  

They function without the purchase of additional services.

D.  

They provide customers with ways to take advantage of additional features.

A.  

customer, employee, partner, risk

B.  

business process, customer, financial, learning, growth

C.  

competition, culture, financial. IT systems

D.  

business outcomes, customer, employee, risk

A.  

missing value of product roadmap

B.  

fragmented purchase

C.  

lack of resources

D.  

additional training requirements

A.  

Adoption

B.  

Optimize

C.  

Expand

D.  

Advocate

A.  

unrenewed Success Plan

B.  

unpaid invoice

C.  

loss of project sponsor

D.  

negative Net Promoter Score

A.  

To provide awareness of the value achieved by the customer’s purchased solution

B.  

To establish KPI’s that measure the success of your company’s business

C.  

To document roles and responsibilities for your project management

D.  

To provide expansion opportunities for your sales team

A.  

cases escalated to technical support

B.  

expansion opportunities

C.  

customer's desired outcomes

D.  

stakeholder map

A.  

risk management

B.  

market growth

C.  

sustainability

D.  

cost efficiency

A.  

telemetry and analytics

B.  

recurring revenue management

C.  

enterprise CRM and incident management

D.  

content management

A.  

providing a discount on renewal

B.  

lowering the service level

C.  

expanding the customer footprint

D.  

educating on product features

A.  

Have marketing write a blog post about the new solution.

B.  

Encourage the customer to purchase updated endpoints.

C.  

Block all alternative chat and video collaboration systems.

D.  

Conduct a survey to determine which collaboration solutions users are using.

E.  

Advertise additional user training sessions throughout the organization.

A.  

Evaluate the availability of resources to work on the problem.

B.  

Engage a specialist to identity a technical solution or workaround.

C.  

Conduct an assessment of the business impact of the problem.

D.  

Establish a timeline of when a solution must be in place.