CCARF Practice Question

Paper 4 · Question 19

D5 Context Management & Reliability · Paper 4

A customer support agent searches for a customer named 'Sarah Johnson' and the lookup tool returns three matching accounts with the same name but different addresses and account ages. The agent selects the most recently active account and proceeds with the refund. Later, the customer calls back because the refund was applied to the wrong account. What should the agent have done differently?

• A.Escalated to a human agent immediately because the system returned ambiguous results.
• B.Processed the refund across all three accounts to ensure the correct customer received it.
• C.Asked the customer for additional identifying information to disambiguate the matching accounts.
• D.Selected the account with the oldest creation date, since long-standing customers are the most likely callers to a support line.

Show answer & explanations

Correct answer: C

A: Ambiguous search results are a routine scenario that the agent can resolve by asking for clarification. Escalation is not warranted when the agent can gather additional information to disambiguate.

B: Processing refunds on incorrect accounts creates financial discrepancies and additional work to reverse the erroneous transactions. The agent must identify the correct account first.

C: When multiple customers match a search query, the agent must ask for additional identifiers rather than selecting based on heuristics. This ensures the correct account is identified before any action is taken.

D: Account age is an unreliable heuristic for identifying the correct customer. Any selection based on heuristics risks choosing the wrong account.

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