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Cisco 820-602 Exam Overview:
| Certification Vendor: | Cisco |
|---|---|
| Exam Name: | Cisco Customer Success Manager |
| Exam Number: | 820-602 |
| Exam Format: | Multiple choice |
| Available Languages: | English |
| Related Certifications: | Cisco Customer Success Manager Specialist |
| Exam Way: | Proctored onsite or online delivery |
| Pre Condition: | No formal prerequisites published; experience in customer engagements recommended |
| Official Syllabus URL: | https://www.cisco.com/site/us/en/learn/training-certifications/certifications/customer-success-manager/index.html |
Cisco 820-602 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Benchmarking & Application | 28% | - Interpret and apply a gap analysis to identify impact on customer outcomes - Identify the barriers to achieving the desired business outcome - Compare and contrast case study and use case - Interpret and apply customer data to drive adoption, identify expansion opportunities, and increase retention - Interpret and apply market research information to evaluate a customer's success plan - Develop actionable steps based on organizational readiness assessment |
| Topic 2: Discovery | 28% | - Compare and contrast stakeholder analysis, stakeholder map, and stakeholder management - Describe the relationship between customer's policies, governance, and the adoption strategy - Identify the key elements of process improvement needed for customer success - Identify the key components of a customer use case - Describe the key elements to transition the customer from current state to future state - Identify the key components of an organization's culture - Validate the customer's desired outcome based on information obtained from key stakeholders |
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