Section 4

1. D – Customer Service Insights. You can create topics and trigger phrases for your bot from within Customer Service Insights.
2. B – Custom entity. Entities allow a bot to identify objects and terminology in the test phrases entered by users. There is a set of prebuilt entities for common objects. You can create custom entities for your own organization.
3. A – Fallback topic. If the chatbot cannot determine which topic to use, the chatbot will use the Escalate system topic. You can change this behavior by adding a fallback topic
4. D – Demo website. When you publish a bot, a demo website is created. You can share the URL of this website with any user.
5. B – Bot variables. Variables are used only within a topic. You can use variables to skip questions based on previous responses. Setting variables as Bot variables means the variables can be used by all topics in the bot. Thus, the bot can skip questions already asked in other topics.

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