CCA-F 無料試験問題

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Question 1

You’re implementing escalation logic for when the agent should invoke `escalate_to_human`. Your team has proposed four different ways to trigger escalation. Which approach will most reliably identify cases that truly need human intervention?

Implement sentiment analysis that monitors for frustration indicators (negative language, repeated questions, exclamation marks) and trigger escalation when the frustration score exceeds a configured threshold.

Configure the agent to escalate after three consecutive tool calls that fail to resolve the customer’s stated issue, ensuring a reasonable attempt before involving a human.

Instruct the agent to escalate when the customer requests a human, when the issue requires policy exceptions, or when the agent cannot make meaningful progress.

Build a rules engine that maps specific issue types, customer segments, and product categories to escalation decisions, removing the need for model judgment calls.

Question 2

The agent confirms customer identity through a multi-step process before resetting passwords. During testing, after the customer answers the third verification question, the agent asks for their name again, as though the earlier exchange never occurred. What is the most likely reason for this behavior?

The verification tool is clearing the agent’s internal state after each successful validation step.

Claude’s memory retention is limited to two conversational turns by default, requiring explicit configuration to extend it.

The conversation history isn’t being passed in subsequent API requests.

The prompt lacks instructions telling Claude to remember information across multiple exchanges.

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