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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Business Acumen | 30% | - Evaluate products and services to meet customer goals - Interpret key financial terms (e.g., CAPEX, OPEX) - Describe renewal cycle and risk action planning |
| Topic 2: Customer Success Foundation | 10% | - Define customer experience - Explain the stages of the customer lifecycle - Explain recurring revenue financial implications - Describe recurring revenue financial terms |
| Topic 3: Cisco Tools and Processes | 20% | - Explain Smart Accounts & Smart Licensing - Describe CX Portfolio and deal management processes |
| Topic 4: Roles and Responsibilities | 30% | - Explain renewals tasks and success metrics - Describe Renewals Manager role and integration |
| Topic 5: Customer Success | 10% | - Explain customer journey & IT purchasing models - Define customer success |
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NEW QUESTION # 15
What is Practice Maturity?
Answer: D
NEW QUESTION # 16
An Account Manager states a renewal is expected to close without issues, but telemetry data shows the customer is using only 20% of purchased features. What should the RM do?
Answer: B
Explanation:
The correct action is to discuss the discrepancy with the Customer Success Manager (CSM) and incorporate the low-usage signal into the renewal strategy. Cisco's current Renewals Manager v2.0 blueprint explicitly requires the RM to identify renewal risks based on adoption, technical, commercial, and contractual early- warning indicators and to evaluate appropriate mitigation strategies. It also identifies usage as an important signal that should be aligned with Sales and the CSM. (Cisco Learning Content) Only 20% feature utilization is a material adoption concern because a customer that is not consuming the capabilities purchased may struggle to recognize sufficient realized value at renewal. The Account Manager's confidence is relevant commercial input, but it does not override objective adoption evidence. The RM should reconcile the conflicting signals collaboratively, particularly with the CSM, who is positioned to assess adoption, customer outcomes, and barriers to value realization.
Option B is inappropriate because bypassing the Account Manager breaks stakeholder alignment and can create conflicting customer communications. Option C is premature; reducing scope before determining why adoption is low could unnecessarily create contraction and reduce recurring revenue. Option D ignores a measurable early-warning indicator and therefore fails sound renewal-risk management.
Cisco's renewals methodology stresses coordination between renewals and customer success rather than treating renewal execution as an isolated quoting activity. (blogs.cisco.com) Thus, A is the appropriate RM response.
NEW QUESTION # 17
An RM attempts to submit a renewal quote in CCW-R, but the system triggers a validation error regarding the start date. The contract being renewed reached Expired status 45 days ago. Why did the system trigger this error based on the Global Renewals Policy?
Answer: B
Explanation:
Under Cisco ' s updated Global Renewals Policy, a service contract can be backdated only while it remains within the Overdue grace period, which is the first 0-30 days after the original contract end date. Cisco defines an Overdue contract as one that has ended but remains within this 30-day grace period. Once more than 30 days have elapsed, the contract moves to Expired status. (Cisco) The current policy change, effective February 8, 2026, specifically states that backdating of service-contract start dates is permitted only during the Overdue grace period. Once the service reaches Expired status, backdating on the new renewal quote is no longer supported. For a renewal occurring 31-90 days after the prior contract end date, Cisco ' s updated behavior is to use the current date as the new start date rather than the previous coverage end date plus one day. (Dicker Data) Because this contract expired 45 days ago, it is already outside the 30-day Overdue window. Attempting to use a historical renewal start date therefore violates the current start-date logic and causes CCW-R validation to reject the backdated date.
Option A has no relationship to renewal start-date rules. Option B incorrectly attributes the issue to discount approval. Option C concerns co-termination rather than the fundamental prohibition on backdating an Expired contract.
Therefore, D is correct.
NEW QUESTION # 18
When renewing a contract with a customer,which action is important?
Answer: D
NEW QUESTION # 19
An RM attempts to pull a full IB report in Cisco Ready but can only see assets the partner sold directly. What must the RM do to remediate this visibility limitation?
Answer: C
Explanation:
The limitation occurs because the partner does not yet have customer authorization to view the customer ' s complete Installed Base beyond the assets associated with the partner ' s own transactions. Cisco ' s Digital Customer Consent (DCC) process is specifically designed to grant partners broader visibility into customer product data, including Installed Base and, when authorized, telemetry information.
Cisco states that Digital Customer Consent is an agreement through which a customer authorizes a partner to access product data. Cisco explicitly recommends DCC when a partner needs full visibility into the customer ' s Installed Base and/or telemetry data. Once appropriate consent is granted, Cisco Ready for Partners can expose the broader customer IB required for lifecycle, adoption, and renewal management. (Cisco Community) Cisco ' s DCC guidance further explains that selecting the customer ' s Global Ultimate and relevant Headquarters entities can provide consent for the customer ' s entire Installed Base. It also notes that Cisco Ready initially displays customer entities linked to the partner ' s BE GEO ID based on prior business relationships. (Cisco Community) Option A does not expand Cisco Ready data-access permissions. Option C concerns user-profile information rather than customer authorization. Option D misstates the remediation mechanism; BE GEO relationships affect which customer entities may appear, but they do not replace required customer consent for broader IB visibility.
Therefore, B is correct.
NEW QUESTION # 20
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