Question 40
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 lessonA customer raises three separate issues during one session: a refund inquiry (turns 1-15), a subscription question (turns 16-30), and a payment method update (turns 31-45). At turn 48, the customer asks “What happened with my refund?” The conversation is approaching context limits. What strategy best maintains the agent’s ability to address all issues throughout the session?