Question

You are customizing a Dynamics 365 Customer Service implementation for a call center. The call center wants to enable SMS as a channel for the customer service department. You need to complete the SMS channel configuration. Which account information should you use for each provider?

SMS Channel Provider: Twilio

Answer 1

To configure SMS in Dynamics 365 Customer Service using Twilio, use the Account SID, Auth Token, and Twilio Phone Number provided by Twilio. Enter these credentials into Dynamics 365 and test the integration.

Step-by-step explanation:

The student is asking how to configure SMS support in Dynamics 365 Customer Service using Twilio as the SMS channel provider. To complete the SMS channel configuration with Twilio, you should use specific account information provided by Twilio. This typically includes the following:

• Account SID (a unique identifier for your Twilio account)
• Auth Token (a secure token used for authentication)
• Twilio Phone Number (a phone number provisioned from Twilio to send and receive SMS messages)

These credentials are essential for integrating Twilio's services with Dynamics 365 Customer Service. Once you have these details, you can enter them into the appropriate configuration section in Dynamics 365 to activate the SMS channel. It's also important to test the configuration to ensure that messages can be successfully sent and received through Twilio's platform.