Question 123
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 customer says "I want a refund on my recent order." The `get_customer` tool returns three accounts matching the same name and email domain. The agent currently picks the most recently active account and proceeds with the refund. What should the agent do instead?
- AContinue with the most recently active account, since it is the most likely match.
- BAsk the customer for an additional identifier (order number, account ID, or ZIP) to disambiguate before acting.
- CProcess refunds on all three accounts to be safe and reconcile later.
- DEscalate to a human immediately without attempting any disambiguation.