Configure conversation content

Configure conversation content such as, keywords and competitors to track in conversation intelligence in Dynamics 365 Sales organization.

License and role requirements

Requirement type You must have
License Dynamics 365 Sales Premium or Dynamics 365 Sales Enterprise
More information: Dynamics 365 Sales pricing
Security roles System Administrator or Sales Manager
More information: Predefined security roles for Sales

Add keywords and competitors

Configure tracked keywords and competitors that are relevant to you and your organization so you can track them in calls. Whenever the defined keywords or competitors are mentioned in a call, conversation intelligence will gather the data and display it appropriately on the dashboard.

Note

  • As a sales manager, you can define tracked keywords and competitors that are specific to your team. That is, you want to track these keywords and competitors only for your team member calls.
  • The changes you made apply only to your team. They don't impact the administrator-defined settings for your organization.
  1. Review the prerequisites. To learn more, see Prerequisites to configure conversation intelligence.

  2. Sign in to the Conversation intelligence app.

  3. Select the Settings icon in the upper-right corner of the page and then select Settings.

    Select Settings option

  4. On the Settings page, select Conversation content.

  5. On the Tracked keywords section, enter a keyword in Add a keyword and then press Enter.

    Tracked keywords section

  6. Repeat step 2 to add other keywords.

  7. In the Competitors section, enter a competitor's name in Add a competitor and then press Enter.

    Competitors section

  8. Repeat step 4 to add other competitors' names.

  9. Select Save.

Can't find the options in your app?

There are three possibilities:

  • You don't have the necessary license or role.

  • Your administrator hasn't turned on the feature.

  • Your organization is using a custom app. Check with your administrator for exact steps. The steps described in this article are specific to the out-of-the-box apps such as, the Sales Hub or Sales Professional app.

See also

Administer conversation intelligence
Prerequisites to configure conversation intelligence