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
You can't analyze what the system can't ingest, and you can't run the feature without the right license. Confirm the conferencing tool is supported or calls are routed through a supported channel, and confirm sellers have a license that includes conversation intelligence.
Full Explanation
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. The written-contract requirement tied to a certification date is incorrect because contract timing has no bearing on technical feature enablement and is not a real configuration requirement. The requirement to manually re-score every past opportunity record using the new sentiment model is incorrect because conversation intelligence analyzes calls as they occur going forward; there is no requirement, or general mechanism, to manually reprocess every historical opportunity before the feature functions for new calls. Confirming the ingestion source and licensing are the prerequisites that actually determine whether the feature will produce results for this team.