CCARF Practice Question

Paper 5 · Question 35

D1 Agentic Architecture & Orchestration · Paper 5

[Scenario: Customer Support Agent] After calling `get_customer` and `lookup_order`, the agent has all available system data but still faces uncertainty. Which situation is the most justified trigger for calling `escalate_to_human`? Which situation is most justified for escalation?

• A.A customer wants to cancel an order shipped yesterday and arriving tomorrow. The agent should escalate because the customer might change their mind after receiving the package.
• B.A customer claims they didn’t receive an order, but tracking shows it was delivered and signed for at their address three days ago. The agent should escalate because presenting contradictory evidence could harm the customer relationship.
• C.A customer requests competitor price matching. Your policies allow price adjustments for price drops on your own site within 14 days, but say nothing about competitor prices. The agent should escalate for policy interpretation.
• D.A customer message contains both a billing question and a product return. The agent should escalate so a human can coordinate both issues in one interaction.

Show answer & explanations

Correct answer: C

A: Cancelling an in-transit order is a normal policy case. A possible later change of mind is not an escalation trigger.

B: Delivery and a signature are evidence the agent can use. Escalating to avoid an awkward fact hides a resolution the tools already support.

C: This is a genuine policy gap: company rules cover price drops on your own site but do not address competitor price matching. The agent must not invent policy and should escalate for human judgment on how to interpret or extend existing rules.

D: Two issues in one message are a decomposition problem. A human is not required just to handle a billing question and a return together.

Related Agentic Architecture & Orchestration questions

More: Paper 5 · All practice questions