Question 56
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 a consistent pattern: when customers include the word “account” in their message (e.g., “I want to check my account for an order I made yesterday”), the agent calls `get_customer` first 78% of the time. When customers phrase similar requests without “account” (e.g., “I want to check an order I made yesterday”), it calls `lookup_order` first 93% of the time. Tool descriptions are clear and unambiguous. What is the most likely root cause of this discrepancy? What is the most likely root cause?
- AThe system prompt contains keyword-sensitive instructions that steer behavior based on terms like “account,” creating unintended tool-selection patterns.
- BThe model’s base training creates associations between “account” terminology and customer-related operations that override tool descriptions.
- CThe model needs more training data on multi-concept messages and should be fine-tuned on examples containing both account and order terminology.
- DTool descriptions need additional negative examples specifying when NOT to use each tool to prevent this keyword-induced confusion.