Microsoft Dynamics 365 Fundamentals Practice Exam

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Prepare for the Microsoft Dynamics 365 Fundamentals Exam with flashcards and multiple choice questions, each offering hints and explanations. Get ready to excel!

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Which functionality does SMS provide in the Omnichannel for Customer Service?

Synchronous communication only
In-app messaging integration
Asynchronous mode of communication
Voice calling features

The correct answer is: Asynchronous mode of communication

The functionality that SMS provides in the Omnichannel for Customer Service is centered around asynchronous modes of communication. This means that messages sent via SMS do not require both parties to be present at the same time to have a conversation. Customers can send their queries or concerns via SMS, and when the customer service representative is available, they can respond, allowing for flexibility and convenience. This contrasts with synchronous communication, where both parties must engage simultaneously to have a real-time conversation. In-app messaging integration focuses on communication through applications rather than external text messaging, while voice calling features are related to voice communications rather than text-based interactions. Thus, the SMS functionality enhances customer service by facilitating quick, accessible, and time-flexible communication.