Dynamics 365 Customer Service
Category
May 31, 2023
Published date
Text
Article Type
AI Summary
- This article provides step-by-step instructions on how to set up the Omnichannel feature for Dynamics 365 Customer Service, specifically focusing on the Facebook Channel.
- It starts by guiding users on how to create a new Facebook App and select the app type as Business.
- Users are then instructed to add an existing page or create a new one on Facebook and link it to the Messenger settings of the app.
- The article also explains how to generate a token for the Facebook page and obtain the App ID and App Secret from the app's settings.
- Test accounts can be added to the app for testing purposes, without making the app publicly available.
- In the Customer Service Admin Center, users need to navigate to Customer Support > Channels > Messaging Accounts > Add Account and provide the App ID and Application Secret.
- The Facebook page is then added to the account by providing the page name, page ID, and page access token.
- After successfully adding the page, users can create a Channel for the Facebook Account and specify routing rules, work distribution, and automation settings.This article provides a comprehensive guide to setting up the Omnichannel feature for Dynamics 365 Customer Service, specifically focusing on the Facebook Channel. It covers the steps required to create a new Facebook App, link a Facebook page to the app, generate tokens, and obtain the necessary App ID and App Secret. The article also explains how to add test accounts for testing purposes and provides detailed instructions on configuring the Facebook Channel in the Customer Service Admin Center. It concludes by explaining how to create a Channel for the Facebook Account and specify routing rules, work distribution, and automation settings.
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