CAP Exam

B O D Y O F
KNOWLEDGE

The CAP® (Certified Administrative Professional) is an NCCA-accredited

professional certification designed for office and administrative
professionals. The tasks and responsibilities of those working in
administrative professions are as varied and vast as the number of firms
employing them.
The CAP exam is created using the CAP Body of Knowledge, which
is developed by practicing professionals and business educators
conducting a job analysis study approximately every five years*.
The purpose of the study is to collect qualitative and quantitative data
regarding practices conducted by administrative professionals; the
resulting data is reflected in the Body of Knowledge to ensure the CAP
exam is clear, comprehensive, and reflective of current practices.
Under each of the six functional area domains are Performance
Outcomes (POs), which are detailed, measurable competencies based
on the most significant knowledge and skills administrative professionals
should know to be successful in their positions. Under each PO are bullet
points tying the competency to specific business and/or office functions.
*A job analysis was conducted on July 22, 2022. This Body of Knowledge is
effective beginning Fall 2023 until the next job analysis is conducted.

1 EFFECTIVE FALL 2023 CAP BODY OF KNOWLEDGE

CAP Exam Domains
1. Organizational Culture and Leadership 20%
2. Business Communication and Deliverables 16%
3. Software, Data, and the Internet 10%
4. Office and Records Management 17%
5. Meeting, Event, and Project Management 19%
6. Operational Functions 19%
Note: The percentages after each domain indicate how much of the exam covers that
subject matter. For example, approximately one-fifth of the questions on the CAP exam
relate to Organizational Culture and Leadership and its performance outcomes.

CAP Core Resources*

Each domain lists subject-specific recommended readings; however,
these six textbooks contain a wide variety of content covered on the CAP
examination. These resources serve as good general reference material
when studying.

Downson, R., B. Albert, and D. Lomax. Event Planning

and Management: Principals, Planning and Practice, 3rd
Edition. Kogan Page, 2022.

Colquitt, J. A., LePine, J. A., and M. Wesson.

Organizational Behavior: Improving Performance and
Commitment in the Workplace, 5th Edition. McGraw-Hill,
2017.

Gilbert, J. Human Resources Management Essentials You

Always Wanted to Know. Vibrant, 2020.

Guffey, M. E., and D. Loewy. Essentials of Business

Communication, 12th Edition. Cengage, 2022.

Oliverio, M., Paserwark, W., White, B. The Office:

Procedures and Technology, 7th Edition. Cengage
Learning, 2018.

Rankin, D., and K. Shumack. The Administrative

Professional: Technology and Procedures, 15th Edition.
Cengage Learning, 2017.
*Questions written for the CAP examination are referenced
to one of the CAP Core Resources.

2 EFFECTIVE FALL 2023 CAP BODY OF KNOWLEDGE

Domain One: Organizational Culture and Leadership
Recommended Readings for Organizational Culture and Leadership
Bovee, C. L., and J. V. Thill. Business Communication Today,
13th Edition. Pearson Prentice-Hall.

Colquitt, J. A., LePine, J. A., and M. Wesson. Organizational

Behavior: Improving Performance and Commitment in the
Workplace, 7th Edition. McGraw-Hill.

Lawrence, Weber, Hill, Wasieleski. Business and Society:

Stakeholders, Ethics, Public Policy, 17th Edition.

O’Sullivan. Business Networking Innovation and Ideas in

Theory and Practice, 1st Edition.

Rankin, D., and K. Shumack. The Administrative Professional:

Technology and Procedures, 15th Edition. Cengage
Learning, 2017.

Rothaermel. Strategic Management, 5th Edition.

Shockley-Zalabak, Pamela. Fundamentals of Organizational

Communication, 9th Edition. Pearson, 2014.

PO 1: Describe the concepts and applications of management models within organizations and individuals’
leadership styles
• Identify management models to support organizational culture and structure
• Identify leadership styles to support team performance
• Understand the application of various organizational structures
• Demonstrate basic knowledge of the difference between managing and leading

PO 2: Describe the process of effective interaction with internal and external stakeholders of an organization
• Demonstrate situational discretion with internal and external stakeholders
• Identify effective ways to manage conflict within an organization
• Identify ways to build positive relationships with external stakeholders

PO 3: Demonstrate an understanding of team dynamics within organizations

• Identify the different types and functions of teams (e.g., cross-functional)
• Identify how to navigate team dynamics to support outcomes
• Recognize characteristics of successful teams (e.g., effective decision making, communication, team building)
• Understand the dynamics of mentorship and coaching, including the effect on performance

PO 4: Demonstrate basic knowledge of business and strategic planning

• Identify the parts of a strategic plan
• Identify how a strategic plan affects organization performance
• Recognize various organization management systems that examine productivity (e.g., Six Sigma, TQM)

PO 5: Identify benefits and strategies of professional development

• Understand how networking affects job seeking and professional development
• Identify the benefits of developing a professional network
• Identify the resources and strategies for professional development

3 EFFECTIVE FALL 2023 CAP BODY OF KNOWLEDGE

Domain Two: Business Communication and Deliverables
Recommended Readings for Business Communication
and Deliverables
Guffey. Business English, 13th Edition.

Guffey, M. E., and D. Loewy. Essentials of Business

Communication, 12th Edition. Cengage, 2022.

Rankin, D., and K. Shumack. The Administrative Professional:

Technology and Procedures, 15th Edition. Cengage
Learning, 2017.

PO 1: Describe the concepts and applications of communication

• Identify the various types of communication (e.g., written, verbal, nonverbal, interpersonal, group, internal, public)
• Identify which communication channel is most effective for different situations
• Identify and describe the important characteristics of sending email (e.g., etiquette, formatting, attachments)
• Identify virtual communication strategies

PO 2: Demonstrate knowledge in the techniques of presenting information

• Identify methods of coping with communication anxiety
• Demonstrate knowledge of how to prepare and deliver information (e.g., presentation, email, phone, one-on-one)
• Identify the different functions of written correspondence, documents, and reports (e.g., scope of work, memo, execu-
tive summary)
• Identify ways to effectively create and distribute reports, documents, and business communications (e.g., file format,
distribution method, contact list)
• Identify how to prepare agendas and meeting minutes

PO 3: Exhibit proficiency in proofreading, editing, and finishing documents

• Demonstrate knowledge of document readability
• Identify important steps when editing and proofreading
• Demonstrate the ability to apply basic rules of English grammar (e.g., spelling, punctuation, capitalization, sentence
construction)
• Identify the important elements necessary for finishing a document (e.g., binding, collations, coloring, graphics)

Domain Three: Software, Data, and the Internet

Recommended Readings for Software, Data, and the Internet
Arora, Dr. Gaurav, Lele, Chitra, Jindal, Dr. Munish. Data
Analytics: Principles, Tools and Practices. BPB Publications,
2022

Bernstein, J. Windows File Management Made Easy: Take

Control of Your Files and Folders. 2020

Rankin, D., and K. Shumack. The Administrative Professional:

Technology and Procedures, 15th Edition. Cengage
Learning, 2017.

Zeldovich, Benjamin. Microsoft 365: 2023 Edition, 11

Books in 1. 2022

4 EFFECTIVE FALL 2023 CAP BODY OF KNOWLEDGE

PO 1: Identify the process and techniques of gathering, compiling, and analyzing data
• Identify types of software appropriate for use in various business applications
• Identify sources of data and collection methods (e.g., physical files, intranet, library, survey)
• Demonstrate proficiency in data manipulation, organization, and visualization (e.g. showing and manipulating data
in a pie chart, percentage, creating fliers and advertisements)

PO 2: Demonstrate knowledge in the use of online platforms (e.g., social media, search engines)
• Demonstrate knowledge of how to use social media platforms
• Demonstrate proficiency with online search engines (e.g., optimization, credibility check)

PO 3: Describe common file types and required software for accessibility

• Identify common file types
• Identify various file conversion methods

Domain Four: Office and Records Management

Recommended Readings for Office and Records Management
Oliverio, M., Paserwark, W., White, B. The Office:
Procedures and Technology, 7th Edition. Cengage Learning,
2018.

Rankin, D., and K. Shumack. The Administrative Professional:

Technology and Procedures, 15th Edition. Cengage
Learning, 2017.

PO 1: Demonstrate knowledge of basic records management

• Understand basic records management terminology (e.g., metadata, records retention, data archiving)
• Identify various filing methods
• Identify appropriate security procedures for maintaining, backing up (e.g., cloud storage), distributing, and storing
information

PO 2: Demonstrate knowledge of resources necessary to efficiently manage an office

• Identify steps in maintaining supply inventory
• Understand the process of soliciting quotes or creating and distributing a Request for Proposal (RFP)
• Identify the benefits and/or differences between virtual, hybrid, and on-site office settings

PO 3: Demonstrate knowledge of resources necessary to efficiently support others

• Identify steps in managing calendars on behalf of others
• Identify how to navigate conflicting priorities
• Identify methods to proactively prepare information necessary for others’ success

5 EFFECTIVE FALL 2023 CAP BODY OF KNOWLEDGE

Domain Five: Meeting, Event, and Project Management
Recommended Readings for Meeting, Event, and Project Management
Downson. Event Planning and Management, Principals, Planning
and Practice, 3rd Edition. 2022.

Horine. Project Management Absolute Beginner’s Guide, 5th

Edition. 2022.

Rankin, D., and K. Shumack. The Administrative Professional:

Technology and Procedures, 15th Edition. Cengage Learning,
2017.

Vaidyanathan. Project Management: Process, Technology and

Practice, 1st Edition. Pearson, 2012.

PO 1: Demonstrate knowledge of meetings and event management

• Identify the aspects of planning events (e.g., celebrations, conferences)
• Identify event management terminology (e.g., logistics, insurance riders, marketing, RFP)
• Identify the steps required in meeting planning and organization
• Exhibit knowledge of software applications for online meetings

PO 2: Demonstrate knowledge of travel coordination

• Identify the elements of planning and organizing domestic travel
• Identify the elements of planning and organizing international travel
• Understand common terminology related to travel (e.g., expense reports, itinerary, per diem, reimbursements)

PO 3: Demonstrate knowledge of project management

• Identify time management strategies
• Understand the basic stages of project management (e.g., planning, execution)
• Identify resource requirements and availability (e.g., people, budget, technology)

Domain Six: Operational Functions

Recommended Readings for Operational Functions
Ashar, K. Financial Accounting Essentials You Always
Wanted to Know. Vibrant, 2019.

Donahue, Dr. W. Fostering Diversity, Equity, and Inclusion in

the Workplace. 2022

Epstein, L., Tracy, J. Bookkeeping All-in-One for Dummies,

2nd Edition. For Dummies, 2019.

Gilbert, J. Diversity in the Workplace Essentials You Always

Wanted To Know. Vibrant, 2022.

Gilbert, J. Human Resources Management Essentials You

Always Wanted to Know. Vibrant, 2020.

Mitchell, B., Gamlem, C. The Big Book of HR, 10th

Anniversary Edition. Career Press, 2022.

PO 1: Demonstrate knowledge of Human Resources processes

• Identify different forms of harassment in the workplace

6 EFFECTIVE FALL 2023 CAP BODY OF KNOWLEDGE

 • Identify and respond appropriately to workplace situations (e.g., reporting requirements, confidentiality)
• Identify the elements of onboarding and offboarding
• Understand the purpose of performance evaluations
• Identify recruitment, staffing, and hiring practices
• Define different interview types and processes (e.g., panel, virtual)
• Understand disability accommodations

PO 2: Recognize why Diversity, Equity, and Inclusion (DEI) are important for an organization
• Understand different perspectives within an organization (e.g., cultural, generational, racial, ethnic, sexual orienta-
tion, gender, religion, disability)
• Identify the benefits of DEI within an organization
• Identify terminology associated with DEI (e.g., microaggressions, pronouns, acronyms)

PO 3: Understand basic financial functions of the organization

• Identify basic financial terms (e.g., assets, liabilities, overhead, balance sheet)
• Understand the types of financial reports (e.g., budget, profit and loss statement, statement of cash flow)
• Demonstrate a proficiency in how to read and reconcile a financial statement
• Identify the procedures and management of handling petty cash

PO 4: Identify elements of the banking process and transactions

• Identify the appropriate forms for financial transactions (e.g., depositing, withdrawing, transferring funds)
• Understand how to document and report transactions
• Understand safe and secure money-handling procedures

7 EFFECTIVE FALL 2023 CAP BODY OF KNOWLEDGE