Question 121
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: Customer Support Agent - A support agent must never auto-issue a refund above $1,000 without human approval. The team added "Never refund more than $1,000; escalate larger amounts" to the system prompt, yet a quarterly audit finds that roughly 3% of refunds over the limit were still auto-approved. What is the most reliable way to enforce this limit?
- ARewrite the system-prompt rule more forcefully and add a few-shot example of declining a $1,500 refund.
- BLower the model temperature to 0 so it follows the instruction deterministically.
- CAdd a `PreToolUse` hook on `process_refund` that redirects any amount over $1,000 to `escalate_to_human`.
- DMove the refund limit into the project `CLAUDE.md` so it loads on every turn.