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CCNA 200-301历年真题与模拟测试，思科认证网络助理资格认证 | 思博网络

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问题 #1

Customer A has 120.000 employees and a meeting booking system that is 20 years old. It provides a personalized service that arranges all aspects of video conference meeting. This service includes 21 staff people globally. Customer A has invested in a video conferencing solution. Their desired outcome is to create a cost-savings, self-serve approach to achieve business innovation through face-to-face communications. Which two main barriers to adoption does the customer face? (Choose two.)

A. technical barrier

B. cultural barrier

C. process barrier

D. product barrier

E. cost barrier

正确答案：B

问题 #2

Which key industry trend explains the need for companies to invest in a Customer Success practice and Customer Success Manager role?

A. Service organizations must evolve from a “break fix” business model to proactive and pre-emptive services that help prevent problems for customers before they arise and accelerate solution adoption. The CSM advises and professionalservices team on the best services to position.

B. IT budgets are shifting to line of business decision makers who want to understand the business outcomes from technology investments before they purchase. The CSM supports sales with use cases and testimonials for proposedsolutions.

C. IT is increasingly adopting new consumption models. In a subscription economy, customers can cancel subscriptions if business value and tangible outcomes are not realized. The CSM ensures that the customer’s business outcomes areachieved with the shortest time to value.

D. The accelerated pace of innovation in the era of the Internet of Things confuses many customers. A CSM helps sales position the right technologies that will accelerate success for their business.

正确答案：CD

问题 #3

Which expense is an operating expense (OPEX)?

A. payroll

B. computer equipmentC. software

D. office improvements

正确答案： S

问题 #4

You are a Customer Success Manager and have just been assigned a strategic new account. Which course of action is the best to help you prepare for the first customer introduction meeting?

A. Engage with the account team to understand the expansion opportunities

B. Perform a deep analysis of all the sales orders to the past 24 months

C. Build an understanding of your customer’s business and market trends and priorities

D. Speak the internal contacts to understand the customer sentiment and outstanding escalations

正确答案：C

问题 #5

The Customer Success Manager notices that their customer has delayed going into production. Which action does the Customer Success Manager consider?

A. Suggest that the customer replace their existing staff

B. Provide the customer with a chargeable deployment service

C. Re-enforce the time to value of the solution

D. Give the customer a discount on a future purchase

正确答案：CD

问题 #6

Your client, the Director of IT Policy and Governance of Easternbank, has just informed you that the CIO is dissatisfied with the current level of utilization of the collaboration solution that was deployed 3 months ago. The client has requested a meeting to improve the situation. Which reports are critical to the success of the meeting?

A. number of users registered, bandwidth utilization, number of training sessions user joined

B. number of users registered, service logs, number of users

C. number of users registered, number of meetings user initiated, number of meetings user joinedD. network utilization, number of meetings user initiated, number of users

正确答案：C

问题 #7

A large university has deployed a new IT solution designed to improve the overall student and staff experience. Which approach to measure success is the best?

A. Twice yearly student and staff surveys with two questions related to IT

B. Measure the number of complaints raised by students

C. Combination of tailored surveys and IT tools-based metrics

D. Implement staff Super Users to provide feedback

正确答案：AD

问题 #8

What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?

A. capability gap

B. financial gap

C. consumption gap

D. organizational gap

正确答案：B

问题 #9

A customer is coming up for renewal in 180 days for three solutions. One of the solutions has not been fully enabled. The other two solutions are in regular use in production. How should the Customer Success Manager address the one solution that has not been fully enabled?

A. Contact the services team and request that they reach out to the customer to address the solution

B. Make the renewals manager aware that the one solution is not fully implemented but the other two are fine

C. Investigate why the customer has not enabled the solution and work with the sales and renewals teams to address the issueD. No action is needed because the customer will probably renew and you can address the issue after the renewal

正确答案：D

问题 #10

Which definition of customer success is true?

A. It is the business methodology of ensuring that customers achieve their expected and unexpected outcomes while using your product or service.

B. It is a business methodology for increasing recurring revenues by minimizing the risk of churn while driving adoption and expansion.

C. It is the business methodology of ensuring that customers are always on the latest software releases and subscription contracts so that they can focus on the core business activities that make them successful.

D. It is a measure of the Net Promoter Score that results from a disciplined engagement of sales, services, marketing, and customer success teams working seamlessly to deliver a positive experience for the customer.

正确答案：B

问题 #11

Which initial action does a Customer Success Manager take?

A. Run analysis on all the license types used by the customer on all platforms

B. Share the report with the customer point of contact for license types B and D and determine causes

C. Provide trending information on license types B and D and share with all stakeholders

D. Inform the Sales Account Manager to position a new version of licenses types B and D with additional features

正确答案：A

问题 #12

Which statement describes the difference between customer success and customer sales?

A. Customer sales is about selling solutions to meet business needs. Customer success is about getting customers to utilize those solutions to get the value they intended.

B. Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about making sure the customer deploys the solution within an effective timeline.

C. Customer sales is about getting customers to utilize their solutions to get the value they intended. Customer success is about expanding the customer’s portfolio.

D. Customer sales is about selling solutions to meet business needs. Customer success is about finding product opportunities for sales as the customer utilizes their current solution.

正确答案：A

问题 #13

Which type of analytics has telemetry that shows the customer’s use of the software and defines what has happened to date?

A. descriptive

B. diagnostic

C. prescriptive

D. predictive

正确答案：BD

问题 #14

A customer informs their Customer Success Manager that they are not realizing the savings expected with their technology solution. The Customer Success Manager acknowledges the concern and takes ownership. Which action does the Customer Success Manager take first?

A. Engage the service delivery manager and request two days of free consultation for the customer

B. Communicate to the technical customer center and request that an expert contact the customer to discuss the purchased solution

C. Escalate the situation to your manager and request a customer visit to understand concerns and expectations

D. Check the account health report, review the expected outcomes in the success plan, and set up an internal meeting with the account team to discuss next steps

正确答案：CD

问题 #15

Which item should the Customer Success Manager focus on to enable the adoption of a software solution?

A. KPI that will be improved by the new product solution

B. current existing products that are being displaced by the solution

C. current configuration guide of the product solution

D. product use case that will achieve the desired outcome

正确答案：A

问题 #16

A Customer Success Manager must deliver high touch customer success experience. Which customer engagement model must be used?

A. Utilize a digital engagement so all your customers experience the touch of customer success

B. Utilize people to focus on the elite customers for a 1:1 or 1:few onsite customer success experience

C. Utilize the service team to form a larger internal team to lead the engagement

D. Utilize people to focus your customers in a 1:many customer success experience

正确答案：D

问题 #17

A customer’s renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)

A. customer annual report and quarterly business reviews

B. sales account plan

C. detailed contract inventory

D. questions to validate the interpreted analytical data

E. support tickets reports and diagnostic information

正确答案：BD

问题 #18

Which two actions should the Customer Success Manager take throughout the quarter to support their customer? (Choose two.)

A. No action is necessary as long as the health index is green

B. Observe the online image of the customer

C. Review and update the success plan for ongoing activities

D. Manage the service issues and escalations

E. Join the sales and marketing strategy meetings

正确答案：C

问题 #19

Throughout the customer lifecycle, opportunities can occur that lead to customers becoming advocates for the Customer Success Manager’s company. Which two opportunities can lead to advocacy? (Choose two.)

A. moments of success when the customer acknowledges progress

B. successful contract renewal

C. green health scores over intermittent time periods

D. continuing results based on unexpected value

E. results that are not measurable

正确答案：D

问题 #20

The graph shows a customer with a software product and highlights the number of paid-for licenses (shown with the orange line) and the number of users actively using the product (shown with the blue line). Which statement about the customer is true?

A. The customer has a high probability to renew and will include an expanded opportunity

B. The customer’s usage is too low to correctly measure the chance of their retention

C. The customer has increased usage, which shows a strong indicator of renewal

D. The customer’s usage has seen a recent decline and the chance of them churning will be higher

正确答案：E

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