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: Call an instant flow to update article information on the Dataverse record.
Does the solution meet the goal?
- A. Yes
- B. No Correct
Explanation
Calling an instant flow to update article information on the Dataverse record does not directly provide contextual knowledge within the case form without requiring a refresh. The solution would require additional steps or configurations, such as embedding web resources or using Power Apps components, to display content dynamically.
