CCARF Practice Question

Paper 3 · Question 5

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. The agent must escalate a complex billing dispute mid-process. The human agents receiving escalations do not have access to the conversation transcript. What should the escalation include?

• A.Only the customer's name, so the human can start fresh without bias
• B.A structured handoff summary: customer ID, the root cause analysis so far, relevant amounts and order numbers, and the agent's recommended action
• C.A sentiment score describing how upset the customer is
• D.The raw JSON of every tool result gathered during the session

Show answer & explanations

Correct answer: B

A: discards completed investigation and forces repetition

B: Structured handoff protocols exist precisely because the receiving human lacks the transcript: the summary transfers the case state — identity, findings, figures, and a recommendation — so the customer never has to start over.

C: conveys mood, not case state

D: transfers unprocessed noise and leaves the analysis to be redone

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