Deploy an SMS channel in Omnichannel for Dynamics 365 Customer Service

  • Module
  • 8 Units
Intermediate
Functional Consultant
Business User
Dynamics 365
Customer Service

Learn how to use Short Message Service (SMS) messages to initiate support requests with support organizations.

Learning objectives

In this module, you'll:

  • Configure an SMS channel.
  • Configure phone numbers and messaging accounts such as TeleSign and Twilio.
  • Configure SMS workstream and workstream options.
  • Route SMS conversations.
  • Set up additional settings.

Prerequisites

Basic understanding of the Dynamics 365 Customer Service app