A customer purchased 500 licenses for its cloud-based collaboration solution. During a customer meeting, they complain to the Customer Success Manager that they cannot verify who and how the licenses are being used. Which two types of adoption barriers are occurring? (Choose two.)

The customer's inability to verify license usage points to two distinct adoption barriers. The first is a Tools barrier, as the administrative portal for the cloud solution evidently lacks the necessary reporting, analytics, or dashboard features to provide visibility into user activity and license allocation. The second is a Process barrier. This indicates the customer's organization has not established an internal workflow or business process for managing the lifecycle of the licenses, monitoring usage against business outcomes, or defining what successful adoption looks like.

B. people: This barrier relates to end-user issues like resistance to change or lack of skills, not the administrative inability to track usage.
D. platform: The problem described is a lack of specific administrative features, not a failure of the entire underlying technology platform.
E. application: This term is too general. The specific issue is with the administrative and reporting tools associated with the application, not its core end-user functionality.

1. Cisco Customer Success Manager (CSM) 820-605 Official Exam Blueprint: The official exam topics list explicitly identifies the primary categories of adoption barriers.

Reference: Cisco Certified Specialist - Customer Success Manager Exam v1.0 (820-605) Topics

Section 1.0

Subsection 1.4

"Describe common barriers to adoption (people

process

and tools)." This document establishes "Process" and "Tools" as the correct framework categories.

2. Official Cisco Courseware/Documentation: Cisco's training for the CSM role details what constitutes each type of barrier.

Reference: Developing a Customer Success Practice

Cisco Digital Learning. Module: "Driving Customer Adoption". This module explains that a 'Tools' barrier includes gaps in product features

such as a lack of reporting

and a 'Process' barrier includes the absence of defined workflows for managing and measuring the solution's value. The customer's complaint directly maps to these definitions.