MCP Customer Support Example
Server Configuration
Describes the environment variables required to run the server.
| Name | Required | Description | Default |
|---|---|---|---|
No arguments | |||
Instructions
Guidance the server publishes about itself, which clients place ahead of the tool catalog so the model reads it before choosing anything.
This server publishes no instructions, or was last inspected before Glama recorded them.
Capabilities
Features and capabilities supported by this server
Protocol revision2025-11-25
| Capability | Details |
|---|---|
| tools | {
"listChanged": true
} |
Tools
Functions exposed to the LLM to take actions
| Name | Description |
|---|---|
| getCustomerProfileA | Obtiene el perfil básico de un cliente. Devuelve id, nombre, tier y email parcialmente enmascarado. Requiere rol AGENT y que el cliente pertenezca al mismo tenant. |
| getCustomerOrdersA | Lista los pedidos de un cliente. Máximo 20 por llamada. Requiere rol AGENT y que el cliente pertenezca al mismo tenant. |
| createSupportTicketA | Crea un ticket de soporte para un cliente. La categoría debe ser una de: billing, shipping, product, account, other. Requiere rol SUPPORT. |
| calculateRefundEligibilityA | Consulta si un pedido es elegible para reembolso y el importe máximo permitido. Solo lectura — no ejecuta ninguna acción. Requiere rol AGENT. |
| requestRefundApprovalA | Solicita la aprobación de un reembolso. IMPORTANTE: esta tool NO ejecuta el reembolso. Genera una solicitud pendiente que debe ser aprobada por un humano antes de procesarse. Importe máximo: 500 €. Requiere rol FINANCE. |
| sendCustomerEmailA | Envía un email a un cliente usando una plantilla autorizada. No se acepta contenido libre — solo templates registrados: refund-approved, ticket-created, order-status-update. Requiere rol SUPPORT. |
Prompts
Interactive templates invoked by user choice
| Name | Description |
|---|---|
No prompts | |
Resources
Contextual data attached and managed by the client
| Name | Description |
|---|---|
No resources | |
TDQS
Scored across 6 tools
Each tool has a clearly distinct purpose: calculating refund eligibility, creating tickets, listing orders, getting profiles, requesting refund approval, and sending emails. There is no functional overlap between any two tools.
All tool names follow a consistent verb+noun pattern in camelCase (e.g., calculateRefundEligibility, createSupportTicket), with no deviations or mixed conventions.
With 6 tools covering customer order lookup, profile access, refund eligibility, ticket creation, refund approval requests, and email notifications, the count is well-scoped for a customer support demo or small-scale integration.
The tool set covers the core customer support workflow—viewing orders and profiles, creating tickets, checking and requesting refunds, and sending emails. Minor gaps include lack of ticket update or order cancellation, but the essential interactions are present.