Microsoft Dynamics 365 Fundamentals (CRM) — Question 109

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?

Answer options

• A. Microsoft Teams
• B. Dynamics 365 Customer Voice
• C. Omnichannel for Customer Service
• D. Microsoft Power Automate

Correct answer: C

Explanation

The correct answer is C, Omnichannel for Customer Service, as it is specifically designed to facilitate customer interactions across multiple channels, including AI-driven solutions. Options A and D do not directly address the need for conversational AI in customer engagement, while B is focused on gathering customer feedback rather than filtering information for agent contact.