Question 270
A customer support rollout changes agent duties without informing managers or defining exceptions. Which TWO complementary actions identify the appropriate response AND the evidence needed to verify it? Select TWO.
Explanation
Correct Answers
Introduce generative AI with stakeholder training, clearly assigned human decision rights and planned change management rather than an unannounced technical switch. This approach directly addresses the decision boundary. Human-centered adoption requires process redesign and accountability; deployment alone does not prove staff trust or correct use. Validate key assumptions using: Inspect affected roles, approval responsibilities, training coverage, user feedback, escalation path and business continuity plan. This is the implementation part of the requested pair. Scenario: A customer support rollout changes agent duties without informing managers or defining exceptions.
Inspect affected roles, approval responsibilities, training coverage, user feedback, escalation path and business continuity plan. These observations test the stated cause before the team changes a system or policy. Human-centered adoption requires process redesign and accountability; deployment alone does not prove staff trust or correct use. The most suitable approach is: Introduce generative AI with stakeholder training, clearly assigned human decision rights and planned change management rather than an unannounced technical switch. This is the verification part of the requested pair. Scenario: A customer support rollout changes agent duties without informing managers or defining exceptions.
Incorrect Answers
Review asset findings, relevant IAM misconfigurations, alert triage, ownership, mitigation logs and residual risk. This step is associated with Security Command Center and workload monitoring, but it is not one of the two complementary requirements here. The intended response and verification are: Introduce generative AI with stakeholder training, clearly assigned human decision rights and planned change management rather than an unannounced technical switch. Plus: Inspect affected roles, approval responsibilities, training coverage, user feedback, escalation path and business continuity plan. Scenario: A customer support rollout changes agent duties without informing managers or defining exceptions.
Define outcome-oriented pilot metrics such as quality, time saved, cost per resolved case and customer experience, with a baseline and guardrails. This step is associated with Pilot KPIs and return on investment, but it is not one of the two complementary requirements here. The intended response and verification are: Introduce generative AI with stakeholder training, clearly assigned human decision rights and planned change management rather than an unannounced technical switch. Plus: Inspect affected roles, approval responsibilities, training coverage, user feedback, escalation path and business continuity plan. Scenario: A customer support rollout changes agent duties without informing managers or defining exceptions.
Outputs satisfy the expected schema when complete and surface refusals or truncation instead of silently discarding missing data. This step is associated with Output length token budget and safety configuration, but it is not one of the two complementary requirements here. The intended response and verification are: Introduce generative AI with stakeholder training, clearly assigned human decision rights and planned change management rather than an unannounced technical switch. Plus: Inspect affected roles, approval responsibilities, training coverage, user feedback, escalation path and business continuity plan. Scenario: A customer support rollout changes agent duties without informing managers or defining exceptions.


