CCAP II Certification Exam

$495.00

Level 2: The Essentials of Customer Advocacy Program Delivery

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.

Online exam enrollment must be completed individually. To purchase the exam for CCAP II certification, sign in to Gauge - ICCAP’s official testing platform - with the same information used to complete your CCAP I certification exam. After signing in, proceed to Take an Exam where you will be able to purchase and start the exam process for CCAP II certification.

Please see below for details about the exam.

Certification Prerequisites:

  • Mastery of CCAP Level 1 Exam topics and attainment of CCAP I certification

  • At least two years of experience (or equivalent) in a customer advocacy-related field

  • Two professional references that can validate your expertise

 

Exam 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, proctored in-person at ICCAP-Approved testing centers.

  • Permitted supporting materials: None; the exam is closed book. A calculator will be provided through the online platform.

  • Exam language availability: English

This exam tests for competency in:

  • Conducting gap analysis

  • Leveraging internal teams/peers

  • Assessing customers’ universe

  • Developing strategic customer profiles

  • 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

  • Multi-tiered advocacy programs

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.