Cisco Customer Success Manager (DTCSM) — Question 85

A customer has six technical support cases open that are related to user connectivity that have negatively impacted the customer health scores for product quality and customer sentiment. After the Customer Success Manager assesses the business impact, which action creates a mitigation plan?

Answer options

• A. Offer the customer a discount because of their problems.
• B. Request a meeting with customer executives.
• C. Establish a timeline of when a solution must be in place.
• D. Ensure the escalation to technical specialists.

Correct answer: C

Explanation

The correct answer is C because establishing a timeline for a solution is crucial for addressing the customer's issues effectively and ensuring accountability. Options A and B may be helpful but do not directly contribute to a resolution plan. Option D, while important for escalation, does not provide a structured approach to timeline management for the mitigation plan.