Cisco 820-605 DTCSM Practice Questions| TestInsights

Question 2

Refer to the exhibit.

What is the concern for a Customer Success Manager within this task of the RACI matrix?

ALack of sufficient expertise with minimal consulting stakeholders engaged.

BRunning the risk of under communicating with too few stakeholders involved.

CIt is difficult to get a consensus or agreement with the number of roles accountable.

DToo many people are responsible, which leaves no clear leader.

Correct : C

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ALack of sufficient expertise with minimal consulting stakeholders engaged.

BRunning the risk of under communicating with too few stakeholders involved.

CIt is difficult to get a consensus or agreement with the number of roles accountable.

DToo many people are responsible, which leaves no clear leader.

Question 3

A customer has six technical support cases open that are related to user connectivity that have negatively impacted the customer health scores for

product quality and customer sentiment. After the Customer Success Manager assesses the business impact, which action creates a mitigation plan?

AOffer the customer a discount because of their problems.

BRequest a meeting with customer executives.

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

DEnsure the escalation to technical specialists.

Correct : C

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AOffer the customer a discount because of their problems.

BRequest a meeting with customer executives.

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

DEnsure the escalation to technical specialists.

Question 4

Refer to the exhibit.

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

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

BObserve net promoter scores and how likely the customer is to recommend the products to someone else.

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

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

Correct : C

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

BObserve net promoter scores and how likely the customer is to recommend the products to someone else.

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

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

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