A company interacts with customers on the company website. The company wants to improve the customer experience by using conversational AI to filter information before the agent is contacted. You need

The correct answer is B. Dynamics 365 Customer Voice. NOTE: The marked correct answer (B – Dynamics 365 Customer Voice) appears to be incorrect for this scenario. Customer Voice is a survey and feedback collection tool, not a conversational AI solution. The product that best fits 'conversational AI to filter information before an ag

Submitted by neha2k· Apr 18, 2026Describe Dynamics 365 Customer Service

Question

A company interacts with customers on the company website. The company wants to improve the customer experience by using conversational AI to filter information before the agent is contacted. You need to recommend a product that meets the requirement. Which product should you recommend?

Options

AMicrosoft Teams
BDynamics 365 Customer Voice
COmnichannel for Customer Service
DMicrosoft Power Automate

How the community answered

(55 responses)

A
2% (1)
B
93% (51)
C
2% (1)
D
4% (2)

Explanation

NOTE: The marked correct answer (B – Dynamics 365 Customer Voice) appears to be incorrect for this scenario. Customer Voice is a survey and feedback collection tool, not a conversational AI solution. The product that best fits 'conversational AI to filter information before an agent is contacted' is C – Omnichannel for Customer Service, which includes integrated chatbot (Power Virtual Agents) capabilities that triage and deflect customer inquiries before routing to a live agent. If this question appears on an exam with answer B marked correct, treat it as a known errata; the functionally correct answer is C.

Topics

#Customer Interaction#Customer Experience#Pre-agent Information Gathering#Dynamics 365 Customer Voice

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