Learn the steps to configure the SMS channel in Omnichannel for Customer Service with Azure Communication Services. Discover the key actions, including acquiring a phone number, installing the voice channel, and creating an Azure Communication Services resource.
Table of Contents
Question
A company uses Omnichannel for Customer Service.
You are configuring a channel for Short Message Service (SMS). You plan to use Azure Communication Services for text messaging.
You need to configure the prerequisites for the SMS channel.
Which three actions should you perform? Each correct answer presents part of the solution.
A. Install the voice channel.
B. Acquire a phone number.
C. Sign up for a Twilio account.
D. Build a chatbot by using Microsoft Copilot Studio.
E. Create an Azure Communication Services resource.
Answer
A. Install the voice channel.
B. Acquire a phone number.
E. Create an Azure Communication Services resource.
Explanation
This item tests the candidate’s knowledge of configuring channels.
To create an SMS channel by using Azure Communication Services, you need to install the voice channel. This provides the ability to connect to Azure Communication Services. To connect to Azure Communication Services, you need to create an Azure Communication Services resource in Azure and then acquire a phone number from Azure Communication Services. You will then be able to create the SMS channel by selecting Azure Communication Services and selecting the phone number.
Chatbots built by using Microsoft Copilot Studio can be integrated with channels, but you do not need to create the chatbot before creating the channel. Twilio is a third-party SMS provider for Omnichannel for Customer Service. Azure Communication Services provides its own voice and text message capabilities and does not require a third-party service.
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