Cisco 820-605 Exam Topics:

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The Cisco 820-605 CSM (Customer Success Manager) exam will earn you the Cisco Customer Success Manager Specialist certification. It is one of the specialist endorsements offered by Cisco. This test is focused on individuals who have spent enough time and resources working with clients to decide, measure, and convey business results through the execution of innovation. There are no specific prerequisites for this qualification, but you should know enough about the various domains and subdomains related to the final exam.

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About 820-605 Test

This Cisco exam assesses the candidate’s expertise and skills in developing and integrating solutions, identifying customer barriers and actions to overcome them, enforcing adoption mechanisms, as well as analyzing data on consumer use. The relevant objectives include the Customer Success Industry, Barrier Management, CSM, Expand Opportunities & Renewal, and Success Plan Creation. Generally, to attempt such a test, you have to be 18 years old or more. However, you can also take the test if your age group is between 13-17, provided your parents or legal guardians give their consent. If you are under 13 years old, you are not qualified. Also, such an exam is usually written at Pearson VUE Certified Test Centers under a proctored setting. If you decide to take the test at the physical center, then you must be ready to submit two valid forms of identification, with both having your signature on them. However, 820-605 can be taken online as well. The online test is available to you anywhere there is an internet connection, and it is also under a proctored format. In addition, you are required to have an OnVUE software, a stable webcam, and a government-issued ID. You should also have access to a quiet, isolated place during the exam itself. As for its details, the test is available in both the Japanese and English languages. The maximum time limit for it is 90 minutes. At the end of the final exam, you will get your score report, which will be marked with your digital photograph. The system captures this photo during your application.

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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 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.

• 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.

• 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.

• 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.

Reference: https://www.cisco.com/c/en/us/training-events/training-certifications/certifications/digital-transformation-specialist/customer-success/manager.html#~overview

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