Cisco 820-605 DTCSM Exam Practice Questions
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Every question with the correct answer and why the other options are wrong.
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Three of the 178 questions in this pack
Question 1
The customer wants to increase their market share and protect brands reputation. Which two business outcomes are critical to the company's success? (Choose two.)
Show answer and explanation
Correct answer: B, C. credibility; business growth
To increase market share and protect brand reputation, a company must focus on business growth (expanding market presence and revenue) and credibility (maintaining trust and brand integrity). Credibility directly supports reputation protection, while business growth achieves the market share objective. Risk management and cost efficiency are operational concerns that support these goals but are not themselves the critical outcomes. Sustainability is important long-term but not the immediate priority for these specific business objectives.
Why the other options are wrong
- A. Risk management is a supporting function, not the critical business outcome needed to achieve growth and reputation protection.
- D. Cost efficiency is an operational concern, not a critical outcome for increasing market share or protecting brand reputation.
- E. Sustainability is a values-based outcome, not directly critical to the stated goals of market share growth and brand reputation.
Question 2
The customer plans to relocate to a new building in the existing area to reduce cost. The company wants to retain talent through this transition. Which two business outcomes are critical to the company's success? (Choose two.)
Show answer and explanation
Correct answer: B, C. employee satisfaction; cost efficiency
When relocating to reduce costs while retaining talent, the two critical business outcomes are employee satisfaction (keeping staff engaged and committed during relocation) and cost efficiency (the primary goal of the move). These directly address the stated business needs. Risk management and credibility are secondary concerns in this context. Sustainability is not relevant to the immediate transition challenges.
Why the other options are wrong
- A. Risk management is a supporting consideration but not a critical business outcome for this relocation scenario.
- D. Credibility is not a primary business outcome for managing an internal relocation and cost reduction initiative.
- E. Sustainability is not directly tied to the stated business needs of cost reduction and talent retention during relocation.
Question 3
Which type of information should be captured during the first customer engagement?
Show answer and explanation
Correct answer: C. customer's desired outcomes
During the first customer engagement, the primary focus must be capturing the customer's desired outcomes, understanding what the customer wants to achieve and their goals. This foundational information drives all subsequent discovery, solution design, and engagement strategy. Cases escalated to support are historical data not yet relevant at initial engagement. Expansion opportunities are premature before understanding current needs. A stakeholder map is valuable but secondary to first understanding what outcomes the customer actually seeks.
Why the other options are wrong
- A. Cases escalated to technical support are not relevant information to capture during initial engagement before any solution work has begun.
- B. Expansion opportunities should be discussed only after the primary customer outcomes and current engagement are well understood.
- D. While a stakeholder map is useful, identifying desired outcomes takes priority as the foundation for all other discovery activities.
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How much of the Cisco 820-605 DTCSM bank is free?
178 questions in the bankEach step includes the one before, so buying only adds new questions.
- You are here10questionsFree sampleThree on this page, all ten as a PDF.Download the sample
- 4425% of the bankPractice pageFree on the site, every answer explained.Go to the practice page
- 5229% of the bankHalf PackFree by email, as one PDF, every answer explained.Get the Half Pack
- 178100%, the whole bankFull pack, US$39Plus the questions-only PDF, monthly updates, refund if you fail.Get the full pack
What’s in the Cisco 820-605 DTCSM pack
- 178 questions across all five CSM domains
- Answers and explanations for every question, including the wrong options
- A questions-only PDF for timed practice runs
- Delivered by email shortly after checkout
- Free monthly updates for as long as the exam is live
- Pass or your money back
A failed 820-605 attempt costs another US$250. This pack is US$39, paid once, and refunded if you fail.
What makes the CSM hard
820-605 is the odd one in Cisco's catalogue: no configuration, no protocols, no CLI. It is a business exam about running the customer lifecycle for subscription and software products, and Cisco partners sit it because it is required for certain partner specialisations. Engineers who wander in expecting a technical exam get surprised by questions about churn, ATR and RACI charts.
Success Plan Creation and Barrier Management are 25% each. Success plans cover identifying the product and stakeholders, validating desired business outcomes, and reading a customer health score across usage, quality, sentiment and financials. Barrier management is the diagnostic half: business, operational, technical and cultural barriers, and the actions that shorten time to value when an implementation stalls. Customer Success Management at 20% covers onboarding, deployment planning, and the Quarterly Success Review. The industry domain covers the customer lifecycle, licensing models, and leading and lagging indicators. Expand and Renewal covers expansion types and renewal risk analysis.
About the exam
820-605 (Cisco Customer Success Manager v2.0, CSM) earns the Cisco Customer Success Manager certification. It covers the customer success industry and metrics, success plan creation, barrier management, ongoing customer success management including onboarding and Quarterly Success Reviews, and expand opportunities and renewal. No prerequisites; Cisco recommends the Cisco Customer Success Manager (DTCSM) course.
Questions before you buy
How quickly do I receive it?
Your PDF is prepared and sent to your email address after checkout, and you get a confirmation as soon as it is on its way.
Are updates included?
Yes. The pack is updated every month for as long as the exam is live, and updates are free for everyone who has bought it.
What if I fail the exam?
We refund the pack, or swap it for any other pack if you would rather keep studying. Sit the exam 7 to 30 days after buying, then send your official score report within 7 days of the exam date, as set out in the refund policy.
What is your pass rate?
99% of customers who prepare with a CertStash pack pass. If you do not, we refund the pack, or swap it for another pack.
Can I share it with colleagues?
Each purchase is licensed to one person. For a team, school or training organisation, email support@certstash.com for a licence that fits.
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