Câu 33: CCA-F: Claude Certified Architect - Foundations

A 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?

1. A. Process the refund via process_refund to resolve the underlying issue, then inform them it’s complete
2. B. Acknowledge frustration, inform them this is resolvable now, and offer to complete it or escalate — đáp án hiện tại
3. C. Call escalate_to_human immediately to honor the customer’s request
4. D. Ask what specifically hasn’t worked in previous attempts before deciding whether to escalate or resolve automatically