Question 125
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 writes: "My last order arrived damaged, I was double-charged on my card, and I also want to update my shipping address." The agent handles only the damaged-item refund and closes the ticket, leaving the billing and address issues unaddressed. What is the correct handling pattern?
- AAlways handle only the first issue mentioned and ask the customer to open separate tickets for the rest.
- BDecompose the message into three distinct items (refund, billing dispute, address change) and resolve or route each.
- CMerge all three into one `resolve_everything` tool call to keep the workflow simple.
- DEscalate the entire ticket to a human because it contains more than one request.