AB-250: Transforming Contact Center Experiences with AI in Dynamics 365

By Microsoft · Question Mode

QuestionQ24

Configure agents and AI capabilities

A company deploys Copilot in Dynamics 365 Customer Service to help customer service representatives (CSRs) during customer interactions.

CSRs report that Copilot responses occasionally contain inappropriate or unverified information.

The company must make sure responses use only curated internal content and that irrelevant results are minimized.

You need to configure Copilot to satisfy these requirements.

Which configuration should you select for each requirement?

Select
Limit responses to curated internal content.
Reduce the likelihood of irrelevant responses.
Explanation

Azure AI Search is a configurable knowledge source that grounds Copilot responses in the organization’s selected and indexed internal content. Copilot Studio knowledge settings govern how an agent uses knowledge; disabling ungrounded responses blocks responses generated without a knowledge source or tool, which reduces irrelevant results.

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