820-605

820-605 practice questions, page 3 of 7, with answer review and explanations.

Question 11

Your customer's business outcome is to drive employee efficiencies. Which key metrics measure this outcome?

  1. increase in new subscribers or increase in end users
  2. number of incidents reported or number of compliance issues
  3. reduction in headcount or operational support costs
  4. customer and employee feedback
  5. number of activities completed or increase in direct time

Question 12

What is a financial implication of churn?

  1. loss of revenue
  2. increased production
  3. reduced product utilization
  4. contract expansion

Question 13

Which activity reduces the risk of churn?

  1. expanding the customer footprint
  2. lowering the service level
  3. providing a discount on renewal
  4. educating on product features

Question 14

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?

  1. Twice yearly student and staff surveys with two questions related to IT
  2. Measure the number of complaints raised by students
  3. Combination of tailored surveys and IT tools-based metrics
  4. Implement staff Super Users to provide feedback

Question 15

An external customer case study is being created. Drag and drop the contents which show value from the left onto the right. Not all content choices are used. Select and Place: