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Topics Covered in Official Exam
The domains below act as a prep guide by revealing the type of questions to expect in the main exam. Each objective has a particular percentage of the total content and comprises the following syllabus:
- Customer Success Management
About 20% of the test items come from this section. Here, you may be asked to explain different components in the customer onboarding procedure plus the basis of fundamental customer management processes. You should also be able to discuss the communication necessities of stakeholders and note the chances for clients to play the role of supporters.
- Customer Success Industry
About 15% of the exam questions come from this domain. You are expected to define customer success as well as explain the main facilitators that create the demand for it. Also, you should have a clear knowledge of the lifecycle journey of customers and correlate customer support, success, and sales.
- Success Plan Creation
This part comprises 25% of the test questions. From this topic, you should be able to describe the detailed components of a customer success plan and point out the significant success factors to link to business results. Moreover, you may be asked to give detailed information on the sought-after business results with the help of info from major stakeholders.
- Expand Opportunities and Renewal
This segment takes up about 15% of the test. Relevant subtopics include the description of the various types of expanding opportunities, the identification of the possible opportunities for expansion throughout any customer lifecycle. Learning about adoption campaigns and how they can reveal expansion opportunities is also another step you should take before attempting the Cisco 820-605.
- Barrier Management
This topic contains about 25% of the exam content. The relevant subjects you should know include the identification of the kinds of customer obstacles and the description of the tools and processes used to identify these barriers. Then, you should also know how to identify steps that could cause an imbalance between the project duration and value derived by a customer.
Cisco 820-605 Exam Topics:
| Section | Weight | Objectives |
|---|---|---|
| Customer Success Industry | 15% | - Explain the key drivers creating the need for Customer Success - Define customer success (expected and unexpected value) - Explain the customer lifecycle journey - Compare customer success, customer support and sales - Explain the value proposition for customer success
- Explain different IT purchasing and consumption models
- Identify the key metrics for customer success
- Explain the financial implication of the following metrics
- Describe customer engagement models based on customer segmentation
- Describe the objectives of the Customer Success Manager |
| Expand Opportunities and Renewal | 15% | - Describe types of expand opportunities
- Identify potential expansion opportunities across the customer lifecycle from a customer success plan |
| Customer Success Management | 20% | - Explain the elements of customer onboarding
- Explain the purpose of essential customer management activities
- Explain communication needs of stakeholders
- Describe the Quarterly Success Review process |
| Success Plan Creation | 25% | - Identify the product or solution purchased - Identify key stakeholder roles - Validate the desired business outcome based on information obtained from key stakeholders - Identify critical success factors to connect to business outcomes - Analyze the account baseline to identify gaps
- Analyze a customer health score
- Describe the common elements of a customer success plan |
| Barrier Management | 25% | - Identify types of customer barriers
- Describe sources used to identify customer barriers
- Identify customer barriers
- Identify actions that impact time to value for common customer barriers
|
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What is the duration, language, and format of Cisco 820-605: Cisco Customer Success Manager Exam
- Format: Multiple choices, multiple answers
- Number of Questions: 45 - 55
- Language - English
- Length of Examination: 90 minutes
- Passing Score 80%
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Cisco 820-605 Exam Certification Details:
| Exam Name | Cisco Customer Success Manager |
| Duration | 120 minutes |
| Number of Questions | 55-65 |
| Recommended Training | Cisco Customer Success Manager (DTCSM) v2.1 |
| Exam Registration | PEARSON VUE |
| Passing Score | Variable (750-850 / 1000 Approx.) |
| Sample Questions | Cisco 820-605 Sample Questions |
| Exam Code | 820-605 CSM |
| Exam Price | $250 USD |
