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| Section | Weight | Objectives |
|---|---|---|
| Business Acumen | 35% | - Evaluate customer products and business alignment - Available To Renew, contract value and renewal types - Financial terms: CAPEX, OPEX, procurement models - Value communication and tool usage |
| Leadership and Renewals Process | 30% | - Risk assessment at T-9, T-6, T-3 milestones - Quote development, exceptions and order processing - End-to-end renewals motion and account team collaboration - Upsell / cross-sell opportunity identification |
| Cisco Tools and Processes | 15% | - CCW, renewal tools and automation - Smart Accounts and licensing frameworks - Renewal workflows and escalation procedures - Contract management and entitlement verification |
| Customer Success Foundation | 20% | - Recurring revenue financial terms - Health Index and success metrics - Success Plan components and RM responsibilities - RM role, tasks and RACI framework |
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NEW QUESTION # 16
Which area of the Success Plan is the Renewal Manager responsible?
Answer: B
NEW QUESTION # 17
An important Cisco customer has a large number of individual licenses for Cisco One in Enterprise Networking and engages many Webex users. The customer has expressed the intention to grow both groups and needs a compelling and simplified proposal.
Which Cisco offer represents the best value for the customer?
Answer: B
Explanation:
The Cisco offer that represents the best value for the customer is to ask the Cisco team to engage into a Smart Account or Enterprise Agreement and propose a creation of a Customer Success Plan. A Smart Account is a centralized account management platform that gives customers full visibility and access to their Cisco software licenses, subscriptions, and services across their organization. A Smart Account simplifies license activation, usage tracking, and renewal management, as well as enables customers to move licenses across devices and locations as needed. An Enterprise Agreement is a simplified buying program that covers the entire organization's software and services needs under one agreement, one renewal date, and one set of terms. An Enterprise Agreement offers customers preferred pricing, financial predictability, investment protection, and flexible expansion options. A Customer Success Plan is a document that captures the account team's strategy and actions to achieve customer success. It defines the customer's desired outcomes, identifies the potential barriers and risks, outlines the key milestones and deliverables, and assigns roles and responsibilities to the account team members.
By engaging into a Smart Account or Enterprise Agreement and proposing a Customer Success Plan, the customer can benefit from:
A comprehensive cloud calling plan with ease, in a single unified offer.
A world-class collaboration suite built for hybrid work that provides Webex Calling, Messaging, Meetings, Polling, and Webinars in one unified offering.
A best-in-class collaboration suite that leverages AI-driven intelligence to create engaging and inclusive collaboration experiences.
A lower total cost of ownership by providing multiple best-in-class products from a single vendor.
A simplified contract management by converging software licenses, support for software, and support for hardware into one agreement, one renewal date, and one set of terms.
A trusted support from Cisco Solution Support that centralizes support across software and hardware and any third-party provider technologies in the deployment.
A guidance at every step to accelerate technology transitions through expert resources, best practices, and proven methodologies focused on industry-wide solutions.
A proactive and predictive insights powered by AI/ML-driven analytics and automation that help recognize potential problems, optimize operations, and de-risk transformation.
A blueprint for account teams to achieve customer success by defining the customer's vision, goals, metrics, milestones, deliverables, roles, responsibilities, progress, results, feedback, and recommendations.
NEW QUESTION # 18
A sales team completes a Land transaction without involving the CS or Renewals teams. What is the downstream impact on the customer lifecycle?
Answer: C
Explanation:
When Customer Success and Renewals are excluded from the Land stage, the organization loses the opportunity to establish lifecycle continuity from the beginning. The most significant downstream consequence is that adoption barriers, customer-health concerns, and renewal risks are likely to be discovered much later, when less time remains to correct them.
Cisco ' s lifecycle approach depends on coordinated participation across Sales, Customer Success, Renewals, Technical, and Operations functions. During Land, teams should establish the customer ' s intended business outcomes, use cases, success criteria, ownership, entitlement structure, and lifecycle handoffs. The current Cisco Renewals Manager v2.0 blueprint specifically identifies the RM as the Renewal Lead across the LAER lifecycle and requires stakeholder alignment to maintain renewal readiness and prevent execution gaps. It also emphasizes the proactive T+ renewal approach, under which renewal protection begins well before the formal T-minus renewal window.
If CS is excluded, the customer may enter Adopt without clear success criteria or structured adoption management. If Renewals is excluded, contract architecture, Installed Base integrity, stakeholder ownership, and early renewal-risk visibility may also be inadequate. These deficiencies often remain hidden until T-120 or later.
Option B is not an automatic consequence of missing lifecycle participation. Option C incorrectly assumes technical onboarding cannot occur without CS/Renewals involvement. Option D is an unrelated quoting- specific issue.
Therefore, the key lifecycle impact is late discovery of adoption and renewal risks, making A correct.
NEW QUESTION # 19
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: D
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 # 20
An RM observes that renewal preparation is frequently delayed because the Sales, CSM, and Operations teams are unaware of upcoming renewal deadlines until the RM escalates. Which approach should the RM implement to address this misalignment?
Answer: D
NEW QUESTION # 21
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