CCA-F Question 60

Community Discussion

Written by other learners. Comments can disagree with the marked answer — check the official documentation when in doubt.

• Chose D1

  Answer – D This approach balances empathy, efficiency, and respect for customer intent: 1. Validates the emotional state first — Frustration is real and should be acknowledged before any problem-solving begins. Skipping this signals to the customer that the agent isn't listening. 2. Gathers minimum viable context — A single targeted question can clarify the issue without requiring the customer to repeat their full story a third time (which would compound their frustration). 3. Preserves the option to escalate quickly — If the targeted question reveals this is a genuinely complex or policy-bound issue, the agent can escalate immediately with much better context for the human agent — making the handoff smoother rather than a "reset to zero." 4. Respects customer's expressed urgency without being robotic — It's a middle path: not ignoring their request for a human, but also not treating "I want a human" as an unconditional trigger that bypasses all attempts to help.

• Chose A1

  "The customer has made an explicit request to speak with a human": In customer-service agent design, a direct request for human assistance is typically considered a strong escalation signal. The goal is to respect the customer's preference rather than forcing additional troubleshooting

• Chose A2

  Official study guide states that any explicit request to talk to human agent must be honored without investigation