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In this video tutorial, the focus is on setting up digital engagement in Salesforce to allow customer representatives in Service Cloud to utilize SMS channels. The presenter highlights that complementary blog content provides detailed steps for the setup. Digital engagement, introduced following Salesforce's acquisition of Haywire around 2016, represents an evolution from the previous live message feature used for SMS integration until 2021. This new product aims to enhance customer communication through various channels, showcasing Salesforce's commitment to improving engagement options. The tutorial will delve into the specific setup process, providing viewers with the necessary guidance.
