Question 133
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 - Mid-conversation a customer writes: "Stop — I don't want a bot, connect me to a human agent now." The agent instead runs three more diagnostic tool calls trying to resolve the issue itself before eventually escalating. What is the correct behavior?
- AEscalate to a human immediately, since an explicit request for a human is an immediate-escalation trigger.
- BContinue troubleshooting first; only escalate if the agent cannot resolve the issue.
- CRun a sentiment check to confirm the customer is genuinely frustrated before escalating.
- DAsk the customer to confirm twice that they really want a human.