CCARF Practice Question

Paper 3 · Question 7

D2 Tool Design & MCP Integration · 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 refund request violates the returns window policy. The tool rejects it. Which error response enables the agent to handle this correctly with the customer?

• A.errorCategory: “business”, retriable: false, plus a customer-friendly explanation of the policy — so the agent explains the refusal rather than retrying it
• B.errorCategory: “transient” so the agent retries later, when the policy might differ
• C.An empty result marked as success, to keep the conversation positive
• D.A stack trace, so the agent has maximum detail

Show answer & explanations

Correct answer: A

A: Policy violations are business errors: non-retryable by definition, and best paired with an explanation the agent can relay. The retriable: false flag prevents wasted attempts; the friendly description powers the customer conversation.

B: mislabels a deterministic refusal as temporary, guaranteeing futile retries

C: is silent error suppression — an anti-pattern that turns failure into misinformation

D: exposes internals the agent cannot use and should not repeat

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