Learn how to configure SMS notifications for agents in Dynamics 365 Customer Service. Discover the key steps, including creating notification templates and associating them with workstreams to enhance agent communication. Boost your Dynamics 365 skills today!
Table of Contents
Question
A company uses Dynamics 365 Customer Service. You are customizing the agent workspace.
You need to configure Short Message Service (SMS) notifications that are sent to agents.
Which two configurations should you use? Each correct answer presents part of the solution.
A. Create a notification template.
B. Associate the notification template with a workstream.
C. Include notification fields in the out-of-the-box SMS notification template.
D. Enable desktop notifications in the out-of-the-box SMS notification template.
Answer
A. Create a notification template.
B. Associate the notification template with a workstream.
Explanation
This item tests the candidate’s knowledge of configuring notifications.
Creating a new notification template enables you to customize the SMS notification to agents. When a custom notification template is created, it needs to be associated with a workstream that is associated to the SMS channel. Once this is done, any notification from the SMS channel will use the custom template.
Enabling the Show desktop notification setting determines whether notifications will display for the agents when the Omnichannel for Customer Service app is in the background. Notification fields are used to display contextual information in a notification. These cannot be customized in the out-of-the-box SMS template because the template must be used as is. It cannot be customized.
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