CCARF Practice Question

Paper 3 · Question 4

D1 Agentic Architecture & Orchestration · Paper 3

[Scenario 1: Customer Support Resolution Agent] You are building a customer support resolution agent with the Claude Agent SDK. It handles high-ambiguity requests (returns, billing disputes, account issues) via custom MCP tools — get_customer, lookup_order, process_refund, escalate_to_human — targeting 80%+ first-contact resolution while knowing when to escalate. A customer writes one message containing three concerns: a refund for a damaged item, a shipping address change, and a missing loyalty credit. How should the agent handle this?

• A.Resolve only the refund, since it was mentioned first, and wait for the customer to raise the others again
• B.Escalate immediately — multi-issue messages always exceed agent capability
• C.Decompose the message into three distinct items, investigate each (in parallel where possible) using the shared customer context, then synthesize one unified resolution covering all three
• D.Ask the customer to resend each issue as a separate message

Show answer & explanations

Correct answer: C

A: and D silently drop or bounce concerns the customer already stated, directly harming FCR

B: escalates work that is well within capability

C: Multi-concern decomposition is the designed pattern: split the request into distinct items, investigate each against shared context, and respond once with a complete resolution — protecting first-contact resolution.

D: This option does not best satisfy the scenario requirements.

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