PL-900 Practice Question: Describe the business value of Microsoft Power Platform
Your organization uses Microsoft Power Platform to manage customer support tickets. The current process: when a ticket is created in Dataverse, a Power Automate flow sends an email to the support team. The team then updates the ticket status manually in a Power Apps canvas app. However, the team often forgets to update the status, leading to delayed responses. The manager wants an automated solution that sends a reminder if the status is not changed within 24 hours. Additionally, if the status is not changed within 48 hours, the ticket should be escalated to the manager. You need to design a solution using Power Automate and Power Apps. Which approach should you take?
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Create two scheduled Power Automate flows: one runs daily to check tickets older than 24 hours and send reminder; another runs daily to check tickets older than 48 hours and escalate.
It uses two separate scheduled flows that run daily to check ticket ages and perform actions based on conditions. This approach ensures automatic reminders after 24 hours and escalation after 48 hours without relying on user action. Option A is wrong because the Power Apps notify function would require the app to be open and doesn't provide recurring checks. Option C is wrong because an hourly recurrence may waste resources and create duplicate actions; a daily schedule is more appropriate. Option D is wrong because a single flow triggered on creation with delays would only run once per ticket, not continuously check for updates.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Modify the Power Apps app to include a reminder notification using the notify function after 24 hours.
Why it's wrong here
Notify function works only while app is open; not reliable for reminders.
- ✓
Create two scheduled Power Automate flows: one runs daily to check tickets older than 24 hours and send reminder; another runs daily to check tickets older than 48 hours and escalate.
Why this is correct
Scheduled flows can check conditions and perform actions on multiple tickets.
- ✗
Create one Power Automate flow with a recurrence trigger every hour. Check tickets older than 24 hours and send reminder; if also older than 48 hours, escalate. Add condition to avoid duplicate actions.
Why it's wrong here
This could work but is less efficient; the correct answer uses two flows for clarity.
- ✗
Create a single Power Automate flow triggered when a ticket is created. Add a 24-hour delay then check status; if not updated, send reminder and wait another 24 hours then escalate.
Why it's wrong here
A single flow instance runs only once per ticket; delay of 48 hours total is possible but not scalable.
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