820-605Updated 3d ago · Sep 30, 2026
Cisco Customer Success Manager (CSM)
178 questions across 1 topics, with suggested answers, explanations where available, and imported community discussion. The first 17 questions are free to preview.
Topics
| # | Topic | Questions | Free |
|---|---|---|---|
| 1 | Expand Opportunities and Renewal | 70 | 17 |
Preview
17 of 70 accessibleQuestion 1 · Expand Opportunities and Renewal Open
Which adoption-campaign activity does the Customer Success Manager carry out to identify expansion opportunities?
Answer: C
Potential users who do not have license entitlement represent unmet demand beyond the customer’s current licensed capacity. Identifying that population reveals an opportunity to expand the customer’s licensing footprint.
**Learn more:** [Cisco Customer Success Manager (820-605) exam topics](https://www.cisco.com/c/dam/en_us/training-events/le31/le46/cln/marketing/exam-topics/820-605-CSM.pdf)
Question 2 · Barrier Management Open
Which two Customer Success approaches should a Customer Success Manager provide for customers facing a stalled implementation? (Choose two.)
Answer: C, E
Stalled implementations commonly result from changed business priorities, lost or changed stakeholders, or insufficient customer resources. Reviewing the Success Plan with customer leadership re-establishes alignment on the intended outcomes and priorities, while checking for changes in resourcing or stakeholders reveals ownership and capacity gaps that must be resolved to resume implementation.
**Learn more:** [Conduct Regular Success Plan Reviews](https://communities.gainsight.com/maintain-continuous-roi-driven-alignment-290/conduct-regular-success-plan-reviews-26872) · [Customer Success Management](https://www.gainsight.com/wpcms/wp-content/uploads/2014/05/Customer-Success-Buyer-Guide.pdf)
Question 3 · Barrier Management Open
You observe that a customer’s use of your product has decreased over time. Which action would you consider?
Answer: C
Declining adoption is best addressed by reassessing the customer’s business process and clarifying how the solution’s capabilities support that process. This can uncover workflow changes, unmet needs, or adoption barriers and reconnect product use to business value.
**Learn more:** [Cisco 820-605 CSM Exam Topics](https://www.cisco.com/c/dam/en_us/training-events/le31/le46/cln/marketing/exam-topics/820-605-CSM.pdf) · [Cisco Customer Success Manager Exam](https://www.cisco.com/site/us/en/learn/training-certifications/exams/dtcsm.html)