Azure Basics (legacy) — Question 24

You are evaluating a Microsoft Copilot Studio agent that supports Microsoft Dynamics 365 Customer Service representatives.
You need to recommend a testing solution that meets the following requirements:
Evaluates agent effectiveness during active sessions
Validates whether the agent delivers accurate and helpful responses
Provides measurable, actionable insights for continuous improvement
What should you recommend?

Answer options

• A. Track resolution, deflection, and accuracy by using dashboards and use scripts to ensure consistent responses.
• B. Perform load testing to validate how the agent scales under a high chat volume.
• C. Review historical tickets to find agents that have the shortest resolution times.
• D. Measure uptime and page load times.

Correct answer: A

Explanation

Option A is the best choice because it directly addresses the need to assess the agent's performance during active sessions and ensures that responses are both accurate and useful, which aligns with the requirement for actionable insights. Options B, C, and D focus on different aspects of performance that do not directly evaluate the effectiveness of the agent's responses in real-time or provide immediate actionable data for improvement.