To ensure that custom notification templates are used for the correct channels, what do you need to associate the templates with?

To ensure that custom notification templates are utilized correctly across different channels, they must be associated with a workstream. A workstream in Dynamics 365 serves as a structured flow for managing customer interactions and is closely tied to different service channels, enabling the organization to define how notifications should be handled based on specific criteria.

By associating notification templates with a workstream, organizations can control which templates are triggered according to the interactions occurring within that particular workstream. This association ensures that notifications are tailored to the specific context of the customer service engagement, enhancing the relevance and effectiveness of the communication.

In contrast, while queues manage work items, such as customer service requests, they do not dictate the notification templates that should be used. Channels represent the modes of customer interaction, but the templates themselves need the organizational structure that workstreams provide to be effectively managed. Profiles are user-specific settings that determine what templates a user might see, but they do not directly manage the notification flow tied to service interactions. Hence, associating the templates with a workstream is the correct approach for utilizing custom notifications effectively.