A consultant is configuring conversation intelligence for a Dynamics 365 Sales team that runs most customer calls through a third-party video conferencing tool rather than Microsoft Teams. The sales manager wants call recordings from those calls analyzed for talk-to-listen ratio, sentiment, and keyword mentions inside Dynamics. What must the consultant confirm before this capability will work as expected? (Select TWO.)
Select all correct answers, then click Submit.
Short Explanation
Before promising a sales manager that every call will get analyzed, there are really only two things that matter: can the system actually hear the call, and is the seller allowed to use the feature at all. If calls are happening on a conferencing tool the analysis engine was never set up to ingest, none of that audio ever reaches the AI, no matter how good the model is. Separately, even if the audio did get in, if the seller does not have the right license tier, the feature simply will not run for them. Neither of the other two options holds up: contract paperwork tied to a certification date is not a real technical gate, and there is no requirement to go back and manually reprocess every old deal before new calls can be analyzed. The two things worth checking are the intake path and the license, because those are the actual gates the feature has to pass through.
Full Explanation
The correct answer is A and B. Conversation intelligence in Dynamics 365 Sales analyzes calls that come through a source it is configured to ingest, so the consultant must confirm the third-party tool is supported or that calls are otherwise routed through a compatible channel; without that, no audio or transcript reaches the analysis engine. The consultant must also confirm sellers hold a license that includes conversation intelligence, since the feature is not available under every base license tier and analysis simply will not run for unlicensed users. Option C is incorrect because contract timing relative to a certification has no bearing on technical feature enablement and is not a real configuration requirement. Option D is incorrect because conversation intelligence analyzes calls as they occur going forward; there is no requirement, or general mechanism, to manually re-score every historical opportunity before the feature functions for new calls. Confirming the ingestion source and licensing are the two prerequisites that actually determine whether the feature will produce results for this team.