CCA-F: Claude Certified Architect — Foundations

By Anthropic · Question Mode

QuestionQ37

VerifiedAgentic Architecture & Orchestration

A customer says: “This is frustrating. I’ve explained my issue twice and nothing is being resolved. I want to talk to a real person NOW.” The agent has not yet used any tools to investigate the customer’s account. What should the agent do?

Explanation

An explicit request for a human agent, particularly after repeated unresolved attempts and clear frustration, should be escalated immediately. Delaying escalation to gather context, explain capabilities, or ask another question disregards the customer’s stated request.

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