Question 122
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 - The team is tuning when the agent should escalate to a human. Designers propose three signals: customer sentiment analysis, a model self-rated 1–10 confidence score, and explicit rules. Logs show sentiment flags many simple FAQ tickets and the confidence score is poorly calibrated. Which basis for escalation is most reliable?
- AExplicit rule-based triggers: customer asks for a human, policy is silent on the request, or the agent cannot make progress — reinforced with few-shot examples.
- BSentiment analysis, because frustrated customers always need a human.
- CThe model's self-rated confidence, auto-escalating whenever it falls below 6/10.
- DA custom classifier trained on historical tickets, regardless of label availability.