About Certification

Advance your career, validate your expertise, and be recognized as a leader in our industry by becoming a Certified Customer Advocacy Professional (CCAP). CCAP credentials are attained sequentially by meeting the required standard of competency on the written exam for each level of certification and demonstrating prerequisite experience in the customer advocacy discipline.

Certification Prerequisites

Each certification tier is accompanied by its own set of prerequisites:

  • CCAP I: There is no minimum required experience to earn a CCAP I Certification.

  • CCAP II:

    • CCAP I Certification

    • At least two years of experience in a customer advocacy-related field

    • Two professional references that can validate a practitioner’s expertise

  • CCAP III:

    • CCAP I Certification

    • CCAP II Certification

    • At least five years of experience in a customer advocacy-related field

    • Two professional references that can validate a practitioner’s expertise

Exam Format

Certification exams for CCAP I, II, and III credentials follow the same format:

  • Length of exam: 1 hour

  • Exam content: 60 multiple choice questions

  • Passing score: 85% (at least 51 correct answers out of 60 questions)

  • Delivery format: Online. By request, exams can be proctored in-person at ICCAP-approved testing centers.

  • Permitted supporting materials: None; the exam is closed book. For the online exam, a calculator is provided through the testing platform. For in-person exams, a scratch piece of paper, pen, and calculator will be provided.

  • Exam language availability: English

Certification exam accommodations are made on a case-by-case basis. To request accommodation, such as a time extension, please contact us.

Certification Renewal

CCAP I, II, and III Certifications are valid for two years, at which time certification renewal is required to ensure competencies reflect prevailing industry standards. Certification renewal requires payment of a $50 fee and demonstration of continued professionalism within the discipline.

CCAP Level 1 Exam

Cost: $495

Prerequisites: None

 

CCAP I Certification

Level 1: The Fundamentals of Customer Advocacy

This exam tests for an understanding of:

  • Intrapersonal and interpersonal skills

  • Time management 

  • Attention to detail

  • Building relationships/problem solving

  • Advocate personas

  • Recruitment processes

  • How to talk to the C-suite

  • Monitoring usage of advocates

  • Revalidation processes

  • Data Management

  • Reference request management

  • Processing sales reference requests

  • Processing marketing reference requests

  • Reference acknowledgment and activity tracking 

  • Customer materials/assets development

  • ‘1: Many’ call coordination

  • Capturing quotes/testimonials

  • Metrics tracking

+ Exam Topic Weighting

ICCAP-CCAP-I-Certification-Exam-Topics

+ Sample Exam Questions

These sample questions are representative of questions posed in the CCAP Level 1 Exam. These questions are provided to demonstrate the types of questions that may be included in the exam; they are not designed to comprehensively prepare a practitioner for the exam. Actual exam questions may be more or less challenging than these sample questions.

  1. What is customer advocacy?

    1. A form of customer support in which a company representative advocates for improvements in products on behalf of customers.
    2. A form of marketing that leverages the positive experiences and successes of customers to showcase the benefits of a company’s solutions.
    3. A form of product design that uses the experiences and recommendations of customers to improve a product.
    4. A form of sales in which the customers of a brand individually promote the brand and its products to their peers.

  2. Every advocacy program should have six core components. What is the core program component that is also known as validation, qualification, nomination screening, filtering, or onboarding?

    1. Fulfillment
    2. Recruitment
    3. Program Management
    4. Process & Data Management

  3. What is the ideal frequency to conduct revalidation of customer advocates?

    1. Every year to two years.
    2. Every six months to a year.
    3. Every three to six months.
    4. Every month.

Answers:1. B, 2. B, 3. B

CCAP Level 2 Exam

Cost: $495

Prerequisites:

  • CCAP I Certification

  • 2+ years of experience in a customer advocacy-related field

  • Two professional references

 

CCAP II Certification

Level 2: The Essentials of Customer Advocacy Program Delivery

The CCAP Level 2 Exam requires mastery of CCAP Level 1 Exam topics, attainment of CCAP I certification, at least two years of experience (or equivalent) in a customer advocacy-related field, and two professional references that can validate your expertise.

This exam emphasizes an advocacy professional’s ability to think strategically about program delivery. The exam is designed to assess a professional’s ability to analyze program performance and contextualize programmatic goals with broader company priorities as well as program budget and resources. The exam focuses heavily on a professional’s ability to synthesize programmatic data, calculate metrics on program performance, and make informed decisions on a program’s capacity to meet goals.

This exam tests for competency in:

  • Conducting gap analysis

  • Leveraging internal teams/peers

  • Assessing customers’ universe

  • Developing strategic customer profiles

  • Multi-tiered advocacy programs

  • Expediting customer materials/assets creation

  • Coordination of more complex advocacy activities (video, speaking events, media interviews, etc.)

  • Building an advocacy activities calendar (anticipating marketing requests)

  • Proactive advocate planning and engagement

+ Exam Topic Weighting

ICCAP-CCAP-I-Certification-Exam-Topics

+ Sample Exam Questions

These sample questions are representative of questions posed in the CCAP Level 2 Exam. These questions are provided to demonstrate the types of questions that may be included in the exam; they are not designed to comprehensively prepare a practitioner for the exam. Actual exam questions may be more or less challenging than these sample questions.

  1. An Advocacy Professional dedicated 125 hours to fulfilling advocacy requests over the course of one month and processed 75 requests in that time.

    Use the Advocacy Professional’s fulfillment rate for the month to determine how many requests the Professional will be able to process next month if they dedicate 100 hours to fulfillment.

    1. 50 requests
    2. 60 requests
    3. 145 requests
    4. 166 requests

  2. A company needs to win 260 deals to meet its revenue goal for the year. The company wins 80% of the deals that are assisted by the advocacy program.

    How many deals does the advocacy program need to assist to ensure the company meet its revenue goal for the year?

    1. 208 deals
    2. 290 deals
    3. 316 deals
    4. 325 deals

  3. All of the following are responsibilities of an Asset Expediter, EXCEPT:

    1. Tracking the progress of assets in production.
    2. Reporting on the progress of assets in production.
    3. Creating interview questions and drafting content.
    4. Ensuring customer materials move efficiently through the creation process.

Answers: 1. B, 2. D, 3. C

CCAP Level 3 Exam

Cost: $495

Prerequisites:

  • CCAP I and CCAP II Certification

  • 5+ years of experience in a customer advocacy-related field

  • Two professional references

 

CCAP III Certification

Level 3: Customer Advocacy Program Strategy & Management

The CCAP Level 3 Exam requires mastery of CCAP Level 1 Exam and CCAP Level 2 Exam topics, attainment of CCAP I and CCAP II Certification, at least five years of experience (or equivalent) in a customer advocacy-related field, and two professional references that can validate your expertise.

This exam tests for competency in:

  • Building an advocacy program from scratch

  • Garnering executive buy-in

  • Positioning advocacy activities as a benefit to the participants

  • Identifying and mitigating advocacy silos

  • Clearly defining expectations, process, and what success looks like

  • Successful customer engagement

  • Elevated program promotion

  • Advocacy program team incentives

  • Educating and partnering with Sales for optimal use of advocates

  • Nurturing advocates

  • Leveraging customer conferences for advocate engagement

  • Managing customer advisory boards and advocacy steering councils

  • Designing a technology stack

  • Data management cross-checks

  • Developing and delivering metrics that matter

  • Program promotion of value and impact

  • Oversight of all materials/assets being developed

  • Coordination/management of outsourced support staff

+ Exam Topic Weighting

ICCAP-CCAP-III-Certification-Exam-Topics

 

Need training?

The following organizations are authorized to deliver education to support the three levels of certification:

Who is ICCAP?

The Institute of Certified Customer Advocacy Professionals (ICCAP) validates the core competencies and expertise of professionals across all sectors of the customer advocacy and engagement industry. Through ICCAP’s accredited certification program, customer advocacy practitioners can become a CCAP – Certified Customer Advocacy Professional, certifying their understanding and application of industry standards and best practices.