CCAR-P Practice Question: Stakeholder Communication and Lifecycle Management
You are preparing a steering committee update for a Claude-based customer support assistant that has been live for two months. The sponsor asks for a concise way to judge whether the investment is paying off and whether the project should continue to the next phase. Which set of measures best answers that question?
⚠ Common exam trap
The trap here is equating activity or cost metrics with business value, when sponsors need outcome measures to justify continued investment.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Deflection rate, customer satisfaction for AI-handled interactions, average handling time change, and adoption among support agents.
A phase-gate decision needs outcome-oriented evidence, not consumption or engineering trivia. Deflection, satisfaction, handling time, and agent adoption together show whether the assistant improves customer service and is actually used. They also reveal the quality-versus-volume tension that sponsors must weigh, making them the right foundation for a continuation recommendation.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Model parameter count and the number of prompt templates currently maintained in the repository.
Why it's wrong here
These are engineering internals with no direct link to business outcomes. A sponsor cannot judge return on investment from parameter counts or template inventories, and optimizing them does not indicate whether customers are better served. Presenting them would confuse the steering committee and fail to support a phase-gate decision about continuing the program.
- ✓
Deflection rate, customer satisfaction for AI-handled interactions, average handling time change, and adoption among support agents.
Why this is correct
These measures connect the assistant to business outcomes: fewer escalations, happier customers, faster resolution, and real usage by the intended users. Together they let the sponsor assess whether the investment is producing value and whether expansion is justified. They also expose risks such as high deflection with low satisfaction, which raw volume metrics would hide entirely.
- ✗
Total number of API calls made and the cumulative token spend since launch.
Why it's wrong here
Volume and spend describe consumption, not value. A project can make millions of calls while delivering no measurable business benefit, and cost alone cannot tell the sponsor whether to continue. These metrics belong in an operational cost report, not in a continuation decision, because they omit quality, adoption, and outcome data the sponsor needs.
- ✗
Number of incidents logged and the mean time to resolve production issues over the reporting period.
Why it's wrong here
Incident counts and resolution times reflect operational stability, which matters but does not demonstrate business value. A stable system that customers dislike still fails the investment test. These metrics should appear in the update as a supporting section, but they cannot alone justify continuing to the next phase of a value-driven program.
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed September 2026 · checked against the official Anthropic exam blueprint
This CCAR-P practice question is part of Courseiva's free Anthropic certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the CCAR-P exam.