Question 1

Which definition of a use case is true?

Options :

A : comparison of the marketing description of what a product does to the customer-s experience

B : list of actions or event steps that a customer uses

C : list of actions or event steps that typically defines the interactions between a role and a system to achieve a goal

D : list of instructions that customer uses for their software

Answer: C

Question 2

What is the purpose of capturing moments of success with a customer?

Options :

A : expanding the purchased solution

B : recognizing the value of the engagement

C : renewing the contract and subscription

D : validating deployment of the solution

Answer: B

Question 3

Which statement describes an end user adoption barrier?

Options :

A : There are insufficient licenses for additional staff from a newly acquired company to use the solution.

B : The CIO insists on conducting training for all heads of department before deploying the new Collaboration solution.

C : The budget is insufficient to implement the solution for a new branch of the business.

D : Staff refuses to change their habits and continues to use a noncompliant social media application to conduct business communications.

Answer: D

Question 4

Which activity reduces the risk of chum?

Options :

A : providing a discount on renewal

B : lowering the service level

C : expanding the customer footprint

D : educating on product features

Answer: C

Question 5

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

Options :

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

Answer: D

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