A customer success team is implementing a new health score. They want to use it to prioritize accounts for proactive outreach. Which approach would be most effective?

Use only product usage data and review it monthly

Use a composite score that combines usage, sentiment, and support data, and review it weekly

Use only customer satisfaction scores from annual surveys

Use the number of support tickets as the sole health indicator

A customer success team is working with a customer who has a high renewal likelihood but low expansion potential. The sales team wants to push for an upsell, but the customer has expressed that they are at capacity. What should the CSM do?

Support the sales team's upsell attempt because expansion is always a priority

Suggest a larger discount to make the upsell more attractive

Escalate the conflict to the executive team

Advise the sales team to hold off on the upsell and focus on ensuring the renewal is smooth

A customer success team is reviewing the performance of their onboarding program. They find that customers who complete onboarding within 30 days have a higher retention rate than those who take longer. However, the team is under pressure to reduce onboarding costs. What should they do?

Increase the onboarding time to allow for more thorough training

Invest in streamlining the onboarding process to make it faster without sacrificing quality

Ignore the retention data and focus only on cost reduction

Cut onboarding resources to reduce costs, even if it means longer onboarding times

A customer success team is reviewing the health of their top 20 accounts. They want to identify which customers are at risk of churn so they can intervene early. Which metric would be the most direct leading indicator of churn risk?

Time since the last contract renewal

Customer satisfaction score from the last quarterly survey

Declining product usage or engagement over the last 30 days

What is the primary way the customer success team collaborates with the product team to improve customer satisfaction?

Providing technical support for product bugs

Sharing customer feedback and feature requests

Negotiating contracts with vendors

CiscoRenewals Manager

Domain 2Objective 5

2.5 Explain the Roles and Responsibilities of the Customer Success Team 700-805 Practice Questions (Page 1)

Part of the Customer Success 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 27 practice questions to prepare you well beyond it. (estimate)

27questions here

6free pages

5concepts

10%of the exam

Questions 1–5

1expert · hard
A customer success team is implementing a new health score. They want to use it to prioritize accounts for proactive outreach. Which approach would be most effective?
Select an answer first
2expert · hard
A customer success team is working with a customer who has a high renewal likelihood but low expansion potential. The sales team wants to push for an upsell, but the customer has expressed that they are at capacity. What should the CSM do?
Select an answer first
3expert · hard
A customer success team is reviewing the performance of their onboarding program. They find that customers who complete onboarding within 30 days have a higher retention rate than those who take longer. However, the team is under pressure to reduce onboarding costs. What should they do?
Select an answer first
4application · medium
A customer success team is reviewing the health of their top 20 accounts. They want to identify which customers are at risk of churn so they can intervene early. Which metric would be the most direct leading indicator of churn risk?
Select an answer first
5foundation · easy
What is the primary way the customer success team collaborates with the product team to improve customer satisfaction?
Select an answer first

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