Question
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Support agents use a model-driven app while working on customer cases.
Agents currently switch between multiple systems to locate help content. The need to switch systems makes it difficult to find relevant information.
You need to provide an efficient way to display contextual knowledge directly within the case form without requiring the agent to refresh the record.
Solution: In the case form, embed a canvas app that dynamically displays knowledge articles based on the case category.
Does the solution meet the goal?
- A. Yes Correct
- B. No
Explanation
Embedding a canvas app within the case form that dynamically displays knowledge articles based on the case category directly addresses the need to provide contextual information without requiring agents to switch between multiple systems or refresh records, thus meeting the goal.
