University IT already answers published how-to questions with a prebuilt help agent. The same team must also grant a badge-access request, which that prebuilt agent cannot do. What should the architect build?

Build custom only for the gap a prebuilt agent cannot close. The published how-to library is already covered, and badge access is an action that prebuilt agent cannot take, so custom work is limited to the badge-access action and how-to questions stay on the prebuilt help agent. A custom replacement that covers both how-to answers and badge access inside one new agent rebuilds the library job that is already done. No custom component, and a request that the prebuilt help agent grant badges without a new action, asks the prebuilt agent to take an action it cannot take and leaves the badge request with nowhere to go. A second full help agent that copies the how-to library and also stores badge requests in a prompt duplicates the library and keeps the badge action inside instruction text, which does not grant access. The gap is one action, so the custom build is that action. Exam caveat: the badge action still needs the university's approval and the identity allowed to grant access. Custom does not mean the help agent itself becomes a badge authority. Operational check: a how-to question is still answered by the prebuilt agent, and a badge request is performed only by the new action.