Summary
In addition to requesting support through live chat channels, Omnichannel for Dynamics 365 Customer Service helps your organization extend its service offerings to other common engagement channels such as SMS and Facebook messaging. The asynchronous nature of these channels provides customers with more flexibility and convenience when engaging with support representatives on their own timelines.
This module examined how to use and incorporate Short Message Service (SMS) messages into an Omnichannel for Dynamics 365 Customer Service deployment, including:
Describing the process for defining Azure Communication Services phone numbers that can be applied for SMS channels.
Explaining how to create messaging accounts that use Twilio or TeleSign accounts to support SMS functionality.
Examining the procedure for creating an SMS workstream.
Reviewing the process defining an SMS channel.
Describing how to modify different work distribution settings.
Explaining how to define routing settings.
Your next steps would be to gain a deeper understanding of how to define and configure other communication channels in Omnichannel for Customer Service and to learn how to extend application functionality to support more advanced scenarios such as working with virtual representatives (bots). This discovery process would also include learning about how other work items are routed and distributed to representatives.