A consultant configures conversation intelligence for a Dynamics 365 Sales team that competes frequently against two named rivals. Sales leadership wants an automatic alert whenever a rep's call transcript mentions either competitor by name, so a coach can review the recording before the next customer touchpoint. Which configuration should the consultant apply?
Select an answer to reveal the explanation.
Short Explanation
Think about what conversation intelligence is actually built to do: it listens to the words in a call and watches for specific terms you tell it matter. If leadership wants to know the moment a rival's name comes up in a conversation, the tool for that is a tracked keyword with a notification attached, not something that only looks at emails or something that only measures how upbeat or tense the call sounded. Scanning emails misses the point entirely, since the concern here is spoken conversations. Folding competitor names into a scoring model's negative signals might quietly nudge a number down somewhere, but nobody gets pinged to go listen to the recording. And sentiment analysis is measuring mood, not content, so a rep could mention the competitor in a perfectly calm, neutral way and the alert would never fire. The setup that actually matches the ask is the one built around watching for the specific words and firing a notification the instant they show up, which is exactly what keyword tracking with alerts does.
Full Explanation
The correct answer is B. Conversation intelligence analyzes call recordings and transcripts directly, and tracked keywords are the mechanism designed to flag specific terms, such as competitor names, as they occur in a call so a coach can be notified and review the recording. Option A is incorrect because it scans email content rather than call transcripts, which does not satisfy the requirement to catch mentions during live conversations. Option C is incorrect because the negative signal list belongs to the lead scoring model, which influences a numeric score rather than generating a real-time alert tied to a specific mention in a call. Option D is incorrect because sentiment analysis measures the emotional tone of a conversation, not the presence of specific competitor names; a call could mention a competitor with neutral or even positive sentiment and never trigger the alert, or trigger falsely on unrelated negative moments. Tracked keywords tied to notifications are the purpose-built feature for exactly this scenario.