Question 15
Scenario: Customer Support Resolution Agent
An Agent SDK support agent handles returns, billing disputes and account issues through MCP tools like get_customer, lookup_order, process_refund and escalate_to_human. It aims to resolve most cases on first contact — and to know exactly when to hand off to a human.
Read the full scenario lessonYour agent is handling a billing dispute. After calling get_customer and lookup_order, it identifies that the dispute involves a promotional pricing error requiring manager approval – beyond the agent’s authorization level. How should the workflow handle this mid-process escalation?