An airline is reviewing its customer journey. Passengers are satisfied with the booking process but complain about long security lines and delayed baggage. The airline wants to improve the overall customer experience. Which approach is most effective?

Improving the security line process and baggage handling to address the negative touchpoints

Conducting a survey to understand the journey, but taking no action yet

Offering discounts on future flights to compensate for the negative experiences

Focusing on the booking process, since it is the first touchpoint and sets the tone

A healthcare provider is redesigning its patient portal. Patients have complained that the portal is difficult to navigate and that they feel anxious about the security of their health data. The provider wants to improve the patient experience. Which approach is most effective?

Providing a tutorial video for patients to learn how to use the portal

Adding more features to the portal to make it more comprehensive

Simplifying the navigation and adding clear security messaging to reduce anxiety

Focusing only on the visual design to make the portal look more modern

A subscription-based streaming service is seeing a decline in renewals. A survey shows that customers find the content recommendation algorithm inaccurate and the cancellation process difficult. The company wants to improve customer experience to boost renewals. Which action is most aligned with the importance of customer experience?

Sending promotional emails to encourage renewals

Increasing the content library to give customers more options

Improving the recommendation algorithm and simplifying the cancellation process to increase satisfaction and loyalty

Lowering the subscription price to attract new customers

A company has a customer who had a positive experience with the sales team but a negative experience with the support team. The customer decides not to renew their contract. Which statement best reflects the definition of customer experience?

The customer's experience is neutral because positive and negative interactions cancel out

The customer's overall perception is negative because the negative support interaction outweighs the positive sales interaction

The customer's experience is positive because the sales interaction was the first and most important

The customer's experience is determined by the support team only, since they had the last interaction

CiscoRenewals Manager

Domain 1Objective 1

1.1 Define Customer Experience 700-805 Practice Questions (Page 1)

Part of the Customer Experience domain, which accounts for 10% of the 700-805 exam. Cisco does not publish an official question count, but from its 90-minute exam (~35–60 total, ~4–6 in this domain), expect 1–1 from this objective — we provide 22 practice questions to prepare you well beyond it. (estimate)

22questions here

5free pages

3concepts

10%of the exam

Questions 1–5

1application · medium
An airline is reviewing its customer journey. Passengers are satisfied with the booking process but complain about long security lines and delayed baggage. The airline wants to improve the overall customer experience. Which approach is most effective?
Select an answer first
2expert · hard
A healthcare provider is redesigning its patient portal. Patients have complained that the portal is difficult to navigate and that they feel anxious about the security of their health data. The provider wants to improve the patient experience. Which approach is most effective?
Select an answer first
3application · medium
A subscription-based streaming service is seeing a decline in renewals. A survey shows that customers find the content recommendation algorithm inaccurate and the cancellation process difficult. The company wants to improve customer experience to boost renewals. Which action is most aligned with the importance of customer experience?
Select an answer first
4application · medium
A company has a customer who had a positive experience with the sales team but a negative experience with the support team. The customer decides not to renew their contract. Which statement best reflects the definition of customer experience?
Select an answer first
5foundation · easy
A customer describes their overall feeling about a company as 'frustrating' after several support interactions. This overall feeling is best described as the customer's:
Select an answer first

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1.1 Define Customer Experience 700-805 Practice Questions (Page 1)

Questions 1–5

An airline is reviewing its customer journey. Passengers are satisfied with the booking process but complain about long security lines and delayed baggage. The airline wants to improve the overall customer experience. Which approach is most effective?

A healthcare provider is redesigning its patient portal. Patients have complained that the portal is difficult to navigate and that they feel anxious about the security of their health data. The provider wants to improve the patient experience. Which approach is most effective?

A company has a customer who had a positive experience with the sales team but a negative experience with the support team. The customer decides not to renew their contract. Which statement best reflects the definition of customer experience?

A customer describes their overall feeling about a company as 'frustrating' after several support interactions. This overall feeling is best described as the customer's:

Keep studying — Customer Experience