Learn how to use Microsoft Copilot Studio to create a chatbot that can seamlessly switch between single-turn and multi-turn conversations. Discover why topics are essential for handling different conversation types in Microsoft Dynamics 365 Customer Service.
Table of Contents
Question
A company uses Omnichannel for Customer Service.
The company plans to build a chatbot by using Microsoft Copilot Studio.
You need to add components to the chatbot to switch between single-turn and multi-turn conversations.
What should you create?
A. channels
B. entities
C. topics
D. variables
Answer
C. topics
Explanation
This item tests the candidate’s knowledge of Microsoft Copilot Studio components and concepts.
Topics define the conversations that a bot has with a user. Topics can be single turn with a single question and answer or multi-turn with multiple prompts and responses with the user. The trigger phrases that are defined for each topic are used by the bot to choose the most appropriate topic based on the user’s responses.
Entities assist the bot’s natural language processing to identify and extract information in the user’s response. Bots are deployed to different channels, such as the web, Microsoft Teams, and Facebook. The channel a bot is deployed to does not affect how conversations are handled. Variables store the user’s responses in variables. Variables can be used to route the conversation path within a topic but does not switch between conversations.
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