About Certification

Validate your expertise, be recognized as a leader in our industry, and advance your career 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

  • 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, and 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, and 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: Proctored in-person at ICCAP-Approved testing centers.

  • Permitted supporting materials: None; the exam is closed book. A scratch piece of paper, pen, and calculator will be provided.

  • Exam language availability: English


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 by providing proof of one of the following:

  • Ongoing experience in a paid role as an Advocacy Professional that can be validated by a professional reference;

  • Completion of an advocacy-related course from an ICCAP-Approved Educator (exemptions by request);

  • Attendance of an advocacy-related conference that is ICCAP-Approved:


iccap-ccap-I-advocacy-marketing-certification.png

CCAP Level 1 Exam

Cost: $495

Experience Required: 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 acknowledgement 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 ICCAP's CCAP I Certification 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


iccap-ccap-II-advocacy-marketing-certification.png

CCAP Level 2 Exam

Cost: $495

Experience Required: CCAP I Certification, 2+ years of experience in a customer advocacy-related field, and 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 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 a reference activities calendar (anticipating marketing requests)

  • Proactive advocate planning and engagement

  • Multi-tiered advocacy programs

+ Exam Topic Weighting

ICCAP-CCAP-I-Certification-Exam-Topics

 

iccap-ccap-III-advocacy-marketing-certification.png

CCAP Level 3 Exam

Cost: $495

Experience Required: CCAP I and CCAP II Certification, 5+ years of experience in a customer advocacy-related field, and 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 process, expectations, 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

  • Leveraging customer conferences for advocate engagement

  • Designing a supporting technology stack

  • Data management cross-checks

  • Developing and delivering metrics that matter

  • Program promotion of value and impact

  • Nurturing advocates

  • Oversight of all materials/assets being developed

  • Coordination/management of outsourced support staffs

+ Exam Topic Weighting

ICCAP-CCAP-I-Certification-Exam-Topics

 

Need training?

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