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700-651 FAQs
What is the Cisco 700-651 exam, and what does it certify?
The Cisco 700-651 exam validates foundational knowledge for Cisco Customer Success Managers (CSMs). It certifies skills in driving customer adoption of Cisco solutions, managing customer lifecycle stages, and aligning Cisco technologies with business outcomes.
How does the 700-651 differ from technical certifications like CCNA or CCNP?
Unlike CCNA/CCNP, the 700-651 emphasizes customer success strategies, including onboarding, adoption metrics, and renewals. It targets roles ensuring customer satisfaction, not technical deployment.
What customer success frameworks or metrics are tested in the exam?
The exam covers:
Customer Health Scores (e.g., adoption rates, NPS/CSAT)
Cisco Customer Success Portfolio tools (e.g., CX Cloud, Success Tracks)
Stakeholder alignment strategies (e.g., Executive Sponsor programs).
Are there scenario-based questions on handling customer escalations?
Yes. The exam includes scenarios where candidates must prioritize actions for resolving adoption barriers, mitigating churn risks, or leveraging Cisco’s Success Tracks for issue resolution.
How does the exam address renewals and upsell opportunities?
It tests knowledge of renewal lifecycle management, including identifying upsell triggers and aligning Cisco’s solutions to customer growth goals.
What role does Cisco’s Success Portfolio play in the exam?
The exam emphasizes using tools like Cisco Success Tracks (guided adoption plans) and CX Cloud Analytics to proactively address customer needs and measure success outcomes.
What is the exam format, and how is it scored?
The exam includes 55-65 multiple-choice and scenario-based questions, to be completed in 90 minutes. Cisco uses a scaled scoring system (300-1000), with a passing score typically around 820.
