Question 48
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 - Production logs show that for simple requests like “refund for order #1234,” your agent resolves the issue in 3–4 tool calls with 91% success. But for complex requests like “I was billed twice, my discount didn’t apply, and I want to cancel,” the agent averages 12+ tool calls with only 54% success—often investigating issues sequentially and fetching redundant customer data for each. What change most effectively improves handling of complex requests? What change is most effective?
- AAdd explicit verification checkpoints between stages, requiring the agent to record progress after resolving each issue before moving to the next.
- BReduce the number of tools by combining `get_customer`, `lookup_order`, and billing-related tools into a single `investigate_issue` tool.
- CDecompose the request into separate issues, then investigate each in parallel using shared customer context before synthesizing a final resolution.
- DAdd few-shot examples to the system prompt demonstrating ideal tool-call sequences for various multi-faceted billing scenarios.