Câu 12: CCA-F: Claude Certified Architect - Foundations

During a billing dispute resolution, your agent successfully retrieves customer info via get_customer and order details via lookup_order, but when attempting to call process_refund, the tool returns a timeout error. The agent has enough information to explain the charges and verify refund eligibility, but cannot actually process the refund due to the backend failure. What approach best balances first-contact resolution with appropriate error handling?

1. A. Explain the billing confirm refund eligibility, acknowledge the system issue preventing immediate processing, and offer escalation or retry later — đáp án hiện tại
2. B. Confirm the refund will be processed and close the conversation, since the system has all necessary information to complete it automatically
3. C. Implement automatic retries with exponential backoff for process_refund, keeping the conversation open until the refund is successfully processed
4. D. Escalate immediately to a human agent since the refund action cannot be completed