500-442 CCEA
Associated certification: Unified Contact Center Enterprise Specialization requirement for Systems Engineers
Duration: 90 mins
Language: English

Exam overview
This exam tests a candidate’s knowledge of CCE Overview, Basic Calls and Agent settings, CCE Configuration and Implementation, Advance Configuration, Advance Features, and Reporting.

Administering Cisco Contact Center Enterprise (500-442)
Exam Description: Administering Cisco Contact Center Enterprise (CCEA 500-442) is a 90- minute exam associated with the Unified Contact Center Enterprise Specialization requirements for Systems Engineers. This exam tests a candidate’s knowledge of basic calls and agent settings, CCE configuration and implementation, advanced configuration, advanced features, and reporting.

The courses Understanding Cisco Contact Center Enterprise Foundations, and Administering Cisco Contact Center Enterprise help candidates to prepare for this exam.
The following topics are general guidelines for the content likely to be included on the exam.
However, other related topics may also appear on any specific delivery of the exam. To better reflect the contents of the exam and for clarity purposes, the guidelines below may change at any time without notice.

Exam topics
The following topics are general guidelines for the content likely to be included on the exam. However, other related topics may also appear on any specific delivery of the exam. In order to better reflect the contents of the exam and for clarity purposes, the guidelines below may change at any time without notice.

20% 1.0 Overview
1.1 Understand Contact Center basics
1.2 Describe CCE components and architecture
1.3 Explain call flow
1.4 Describe access tools

20% 2.0 Basic Calls and Agent settings
2.1 Deploy basic call settings
2.2 Build basic ICM scripts
2.3 Configure basic agent functionality
2.4 Configure basic call treatment

20% 3.0 Configuration and Implementation
3.1 Implement precision routing
3.2 Configure agent teams and supervisors
3.3 Utilize Finesse administration tool

20% 4.0 Advanced Configuration
4.1 Implement VXML applications
4.2 Configure roles and departments
4.3 Configure RONA support

10% 5.0 Advanced Features
5.1 Understand CCE features beyond default

10% 6.0 Reporting
6.1 Utilize CUIC

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QUESTION 1
Which tool can be used to monitor Cisco Unified Communications Manager statistics?

A. Real-Time Monitoring Tool
B. Cisco Unified Contact Center Domain Manager
C. Performance Monitor
D. Operations Console

Answer: A

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QUESTION 2
Which option lists the minimum extended call variables that are needed for Cisco Unified Customer
Voice Portal Agent Greetings?

A. user.microapp.ToExtVXML, user.microapp.app_media_lib, user.microapp.input_type
B. user.microapp.ToExtVXML, user.microapp.app.media_Server, user.microapp.locale
C. user.ToExtVXML, user. app_media_lib, user.input_type
D. user.microapp.FromExtVXML, user.microapp.app.media_Server, user.microapp.input_type
E. user.microapp.FromExtVXML, user.microapp.app_media_lib, user.microapp.input_type

Answer: A

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QUESTION 3
Which CLI command is run on Cisco Unified Intelligence Center to check database replication?

A. show replication status
B. show dbreplication status
C. utils dbreplication status
D. utils replication status

Answer: C

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QUESTION 4
Which dial number patterns are needed on a Cisco Packaged Contact Center Enterprise deployment
when configuring Cisco Unified CVP?

A. agent device, network VRU, ringtone, error
B. agent device, CUCM VRU, ringtone, survivability
C. agent device, network VRU, ringtone, survivability
D. ICM dialed number plan, network VRU, ringtone, error
E. ICM dialed number, network VRU, ring back, error

Answer: A

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QUESTION 5
With Cisco Finesse, which two options list the two commands to stop and start the Tomcat service?
(Choose two.)

A. To stop the Cisco Tomcat service, enter this CLI command: utils service start Tomcat
B. To stop the Cisco Tomcat service, enter this CLI command: utils service stop Cisco Tomcat
C. To stop the Cisco Tomcat service, enter this CLI command: utils service stop Tomcat
D. To start the Cisco Tomcat service, enter this CLI command: utils service start Tomcat
E. To start the Cisco Tomcat service, enter this CLI command: utils service start Cisco Tomcat

Answer: B,E

700-760 SAAM
Security Architecture for Account Managers
Duration: 90 minutes
Languages: English

Exam overview

This exam is for the required knowledge across the Cisco Security portfolio for a registered partner organization to obtain the Security specialization in the AM role.

Exam topics
The following topics are general guidelines for the content likely to be included on the exam. However, other related topics may also appear on any specific delivery of the exam. In order to better reflect the contents of the exam and for clarity purposes, the guidelines below may change at any time without notice.

20% 1.0 Threat Landscape and Security Issues
1.1 Identify the role of digitization in cyber security
1.2 Identify cyber security challenges
1.3 Identify causes of fragmented security
1.4 Identify security opportunities and obstacles

15% 2.0 Selling Cisco Security
2.1 Identify how Cisco supports practice development
2.2 Identify areas of the Cisco security portfolio
2.3 Identify Cisco programs for partner support
2.4 Identify Cisco programs for partner profitability

15% 3.0 Customer Conversations
3.1 Identify Cisco portfolio components
3.2 Identify Cisco security solutions
3.3 Identify customer security challenges
3.4 Identify components of Cisco’s best-in-class technology

15% 4.0 IoT Security
4.1 Identify IoT solutions critical to business
4.2 Identify the evolution of and need for IoT security
4.3 Identify how Cisco IoT Security solutions provide layered protection
4.4 Identify components of Cisco’s IoT security

15% 5.0 Cisco Zero Trust
5.1 Identify the value of and drivers for trust-centric security
5.2 Identify the value of zero trust
5.3 Identify zero-trust solutions
5.4 Identify Cisco Zero Trust outcomes

20% 6.0 Cisco Security Solutions Portfolio
6.1 Identify the requirements of modern network environments
6.2 Identify the challenges of next generation networks
6.3 Identify Cisco solutions for next generation network security
6.4 Identify Cisco security solution sets

Exam preparation
Official Cisco training

Security Architecture for Account Managers
Cisco Partners can access Sales Connect for access to a variety of training content to help them prepare for this exam.

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QUESTION 1
Which component of StealthWatch uses sophisticated security analytics to accelerate threat
response times

A. Network control
B. Investigation
C. Anomaly detection
D. Threat protection

Answer: B

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QUESTION 2
Which three products are Cisco Visibility & Enforcement solutions (Choose three.)

A. Web Security
B. AnyConnect
C. TrustSec
D. Identity Services Engine (ISE)
E. Next-Generation Firewalls (NGFW)
F. Next-Generation Intrusion Prevention System (NGIPS)
G. Advanced Malware Protection (AMP) for Endpoints

Answer: B,C,D

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QUESTION 3
Which three products are in Cisco’s Web & Email Security portfolio (Choose three.)

A. Meraki
B. ESA
C. Investigate
D. WSA
E. Umbrella
F. CES

Answer: B,D,F

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QUESTION 4
What is used to reduce attack surfaces

A. Access
B. Remediation
C. Segmentation
D. Device trust

Answer: C

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QUESTION 5
Which two benefits of flexible purchasing does Cisco provide (Choose two.)

A. Simplify the datacenter
B. Meet immediate needs
C. Roll out more solutions
D. Plan for the future
E. Reduce training needs

Answer: B,D

700-805 CRM
Duration: 60 minutes
Available languages: English, Japanese

Exam overview
The Cisco Renewals Manager exam (CRM 700-805) is a 60-minute assessment for a Cisco partner’s Renewals Manager to demonstrate their knowledge of the Customer Experience (CX) concepts and tools covered in the Renewals Manager curriculum learning map. Those achieving a passing score on this exam will have met one of the requirements for Cisco Partners seeking a Specialization in Customer Experience.

Exam preparation

Partner training
Cisco partners can access Cisco SalesConnect for access to a variety of training content to help them prepare for this exam.

Exam Description
The Cisco Renewals Manager exam (CRM 700-805) is a 60-minute assessment for a Cisco partner’s Renewals Managers to demonstrate their knowledge of the Customer Experience (CX) concepts and tools covered in the RM curriculum learning map. Those achieving a passing score on this exam will have met one of the requirements for Cisco Partners seeking a Specialization in Customer Experience.

The following topics are general guidelines for the content likely to be included on the exam. However, other related topics may also appear on any specific delivery of the exam. To better reflect the contents of the exam and for clarity purposes, the guidelines below may change at any time without notice.

1.0 Customer Success Foundation 20%
1.1 Describe the components of a Success Plan
1.2 Identify the RM responsibilities within the Success Plan
1.3 Describe the components of a Health Index
1.4 Describe the key recurring revenue financial terms
1.5 Identify the RM role across the RACI
1.6 Explain RM tasks
1.7 Describe the role of a Renewals Manager
1.7.a integration with other account team roles
1.7.b in renewals
1.8 Describe the measurements of success for the RM role

2.0 Business Acumen 35%
2.1 Evaluate the products, solutions, and services currently in customer’s network to help the customer to achieve business objectives/goals
2.2 Explain the value of the products, solutions and services to meet business objectives
2.3 Utilize the output from tools (such as TPV and icebreaker) to communicate customer products, solutions, and services.
2.4 Interpret the implications of key financial terms (such as CAPEX, OPEX) on customer procurement options and buying motions
2.5 Describe:
2.5.a Available To Renew
2.5.b Annual Recurring Revenue
2.6 Describe the renewal cycle
2.7 Assess the financial and service impacts of on-time and delayed renews
2.8 Develop an action plan based on renewal risks
2.9 Determine the impact of renewals related to Cisco and other products on the company’s metrics
2.10 Describe contract elements that drive value for customers
2.11 Identify recommended actions for contract success

3.0 Leadership 30%
3.1 Perform risk assessment at T-9, T-6 and T-3 for all contracts, products and services, by leveraging data/insights from all account resources
3.2 Perform an end-to-end renewals motion with the customer, in a partnership with the account team
3.3 Identify upsell/ cross sell opportunities through renewals motion, that can deliver higher value outcomes for the customer and incremental ARR for vendor
3.4 Describe the customer’s procurement process
3.5 Explain how the customer perceives value of their IT solutions
3.6 Identify the steps for developing a renewal quote
3.7 Identify steps to process exceptions or non-standard elements of a renewal quote
3.8 Identify the steps for processing an order

4.0 Cisco Tools and Processes 15%
4.1 Explain Smart Accounts and Smart Licensing
4.2 Describe:
4.2.a TPV
4.2.b Cisco Ready toolset
4.3 Explain Enterprise agreements
4.4 Explain licensing models
4.5 Explain the CX Portfolio (including newly introduced offers)
4.6 Explain the deal management (example: CCW) process

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QUESTION 1
Which critical task must be performed during the Qualification phase?

A. validate customer inventory
B. develop a Success Plan
C. quote delivery
D. Renewal Plan development

Answer: A

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QUESTION 2
During which activity of the renewal process would an RM provide an appropriate co-termination
timeframe and gain required internal approvals?

A. deal strategy
B. billing
C. proposal build
D. quote delivery

Answer: C

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QUESTION 3
Which licensing model is the most complex for a customer to manage?

A. Managed service agreement
B. Subscription
C. Enterprise agreement
D. A La Carte

Answer: D

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QUESTION 4
Which licensing model represents the highest value?

A. Transactional
B. Subscription
C. Pay as you go
D. Enterprise Agreements

Answer: D

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QUESTION 5
Who do Renewals Managers (RMs) work with?

A. RMs work with account managers to drive ongoing revenue risk assessments and plays.
B. RMs work with pre-sales engineers and build customer solutions.
C. RMs work by themselves to develop a high level view customer requirements and objectives.
D. RMs work with service delivery teams and monitor engagements.

Answer: D