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Question 122 - MB-230 discussion

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You are implementing Omnichannel for Customer Service for a company.

The company wants agents to serve customers through both the company's portal and Facebook page.

You need to enable the appropriate channels.

Which two channels should you enable? Each correct answer presents part of the solution.

NOTE: Each correct selection is worth one point.

A.

SMS channels

Answers
A.

SMS channels

B.

Chat

Answers
B.

Chat

C.

Facebook

Answers
C.

Facebook

D.

WhatsApp

Answers
D.

WhatsApp

E.

Social channels

Answers
E.

Social channels

Suggested answer: B, C

Explanation:

Use Chat

If you want to help your customers using live chat, you can use the Chat for Dynamics 365 Customer Service channel.

Use the Facebook channel.

Note: Social channels

If you want to help your customers using social media, you can use the following social channels:

Apple Messages for Business

Facebook

Google's Business Messages

WhatsApp through Twilio

Twitter

WeChat

LINE

Reference:

https://docs.microsoft.com/en-us/dynamics365/customer-service/channels

https://docs.microsoft.com/en-us/dynamics365/customer-service/facebook

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asked 05/10/2024
Caridade Martins
44 questions
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