Question 120
CCA-F is a newly released exam. These practice questions reflect our best current understanding — the exact wording and question formats may change in the live exam until the certification matures. Use them to learn the concepts, not to memorize.
Scenario: Context Management and Reliability - A support agent's escalation logic is being tuned. Designers debate using customer sentiment analysis and a model self-rated confidence score (1–10) to decide when to escalate to a human. Which is the most reliable basis for escalation?
- AExplicit rule-based triggers (e.g., the customer asks for a manager, policy is silent on the request, or the agent cannot make progress), reinforced with few-shot examples.
- BSentiment analysis, since upset customers always need a human.
- CThe model's self-rated confidence (1–10), with automatic escalation below a threshold.
- DA trained classifier requiring historical labeled data, regardless of availability.