2.3 Explain the Customer Journey (purchase Through Adopt) 700-805 Practice Questions (Page 5)

Questions 21–25

1. 21application · medium

   A customer has just signed a contract for a new security solution. The sales team has already handed off the account to customer success, but the CSM notices that the customer's technical contact is not responding to emails. What should the CSM do first?

   • AWait for the customer to respond before proceeding with onboarding.
   • BProceed with onboarding without the customer's input.
   • CTry alternative communication channels, such as phone or a different contact in the organization.
   • DEscalate the issue to the sales team to re-engage the customer.
   Reveal Solution Discussion Select an answer first
2. 22application · medium

   A CSM is tracking adoption for a customer who purchased a new expense management system. The customer's goal is to reduce the time employees spend on expense reports. Which metric would best measure the achievement of this outcome?

   • AThe average time to complete an expense report in the system.
   • BThe number of support tickets related to the expense system.
   • CThe number of employees who have logged into the system at least once.
   • DThe number of expense reports submitted per month.
   Reveal Solution Discussion Select an answer first
4. 23application · medium

   A CSM is creating a journey map for a customer who is adopting a new communication platform. The map shows that the customer's satisfaction dips significantly during the provisioning phase. What should the CSM do with this information?

   • ANote the dip as a pain point and plan a proactive intervention, such as a dedicated support contact during provisioning.
   • BIgnore the dip because satisfaction is likely to improve once the customer starts using the product.
   • CRemove the provisioning phase from the journey map to avoid highlighting a negative experience.
   • DAssume the dip is due to the customer's lack of technical expertise and schedule additional training.
   Reveal Solution Discussion Select an answer first
5. 24foundation · easy

   What information is typically shared during the handoff from sales to customer success?

   • AThe product's source code
   • BCustomer's business goals and expectations
   • CThe customer's credit card number
   • DThe sales team's commission rates
   Reveal Solution Discussion Select an answer first
6. 25application · medium

   A customer has just signed a contract for a new analytics platform. The sales representative provided a detailed demo during the sales process, but the customer success team has no record of the customer's specific goals or the features that were highlighted. What is the most critical action for the CSM to take to ensure a smooth transition?

   • ASend the customer a welcome kit with product documentation and access to the support portal.
   • BConduct a discovery session with the customer to understand their business objectives and desired outcomes.
   • CAsk the sales representative to provide a summary of the demo and the customer's reactions.
   • DReview the contract to identify the purchased licenses and entitlements.
   Reveal Solution Discussion Select an answer first