Question 43
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 writes: “I’ve been going back and forth on this return for days. I just want to speak to someone who can actually help me.” The agent has confirmed via lookup_order that the return is straightforward – within policy and eligible for immediate processing. What should the agent do?