Introduction
One of the many advantages of Omnichannel for Microsoft Dynamics 365 Customer Service is that it helps simplify a support organization's task of providing support to their customers across many different channels. Customers can engage in support through dedicated chats, text messages, or numerous social messaging channels.
Two popular channels that organizations are increasingly using for support are:
Apple Messages for Business - Service that allows organizations to directly message with customers by using the Messages app.
Google Business Messages - Messaging service that enables users to engage with brands from different entry points.
You can set up both offerings as channels in Omnichannel for Customer Service. As a result, your customers can engage with your organization by using tools like Apple Messager or Google services. The conversations are available to representatives who are working in applications like Microsoft Dynamics 365 Customer Service workspace. With this workspace, organizations can use features such as multiple sessions, unified routing for distributing conversations to representatives, and the Productivity pane to better work with the customer.
Throughout this module, you'll learn how to deploy each service as a channel in Omnichannel for Customer Service, and you'll learn how to set up the different features that are available.