Learn the essential first step to configure a chat widget in Dynamics 365 Customer Service. Discover why creating a channel is crucial before enabling your chat widget and improve your customer service experience.
Table of Contents
Question
A company uses Dynamics 365 for Customer Service.
The company plans to deploy a chat widget on its website.
What must you create before you can configure the chat widget?
A. channel
B. context variables
C. survey questions
D. automated messages
Answer
A. channel
Explanation
This item tests the candidate’s knowledge of configuring and enabling a chat widget.
A chat widget must be associated to a workstream configured for a messaging channel.
Context variables can be used to define routing rules to route conversations to different queues and in agent productivity tools, such as macros and agent scripts.
Automated messages are optional and are sent through various channels.
Survey questions are optional and can be added to a chat widget after the chat widget is defined.
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