Explore the core capabilities of customer engagement apps in Dynamics 365 →hardMultiple SelectObjective-mapped
MB-910 Practice Question: Explore the core capabilities of customer engagement apps in Dynamics 365
A Dynamics 365 Customer Service organization has implemented Copilot for Service to help agents respond to cases. The AI suggests responses based on knowledge articles and previous cases. However, agents report that the suggestions are often irrelevant and not helpful. You need to improve the relevance of Copilot suggestions. Which two actions should you take? (Choose two.)
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Review and curate the training data by marking good and bad suggestions.
To improve the relevance of Copilot suggestions, you should review and curate the training data by marking good and bad suggestions (D), as this helps the AI learn from feedback. Additionally, ensuring knowledge articles are well-written, categorized, and tagged properly (E) improves the quality of the knowledge base that Copilot uses. Option A is incorrect because increasing the number of suggestions does not address relevance; it may overwhelm agents. Option B is incorrect because disabling Copilot is not a solution; the goal is to improve its relevance. Option C is incorrect because language mismatch is typically not the cause of irrelevant suggestions in this context.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Increase the number of suggestions displayed to 5.
Why it's wrong here
More suggestions does not improve relevance; it may overwhelm agents.
- ✗
Disable Copilot and use a third-party AI tool.
Why it's wrong here
This does not improve the existing Copilot and may introduce new issues.
- ✗
Change the default language of Copilot to match the agents' language.
Why it's wrong here
Language settings might affect suggestions but are not the primary cause of irrelevance.
- ✓
Review and curate the training data by marking good and bad suggestions.
Why this is correct
Feedback helps Copilot learn and improve relevance over time.
- ✓
Ensure knowledge articles are well-written, categorized, and tagged properly.
Why this is correct
Copilot uses knowledge articles to generate suggestions; quality of articles directly impacts relevance.
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