Can I test Microsoft Dynamics 365 Customer Service and Salesforce skills together in one test?

Yes, you can combine skills from the Microsoft Dynamics 365 Customer Service Functional Consultant Test with the Salesforce Developer Test to evaluate candidates on both platforms simultaneously.

What are the main Dynamics 365 tests available?

Apart from the Microsoft Dynamics 365 Customer Service Functional Consultant Test, we offer: Microsoft Dynamics 365 Commerce Functional Consultant Test Microsoft Dynamics 365 Core Finance and Operations Test Microsoft Dynamics 365 Finance Functional Consultant Test Microsoft Dynamics 365 Sales Functional Consultant Test

Microsoft Dynamics 365 Customer Service Functional Consultant Test

Q: What roles can I use the Microsoft Dynamics 365 Customer Service Functional Consultant Assessment Test for?

Here are few roles for which we recommend this test: Customer Service Manager CRM Consultant Dynamics 365 Functional Consultant Customer Experience Manager Service Desk Manager Business Process Analyst Customer Support Specialist Help Desk Manager Customer Service Operations Manager Digital Transformation Consultant

Q: Can I combine the Microsoft Dynamics 365 Customer Service Functional Consultant Test with Microsoft Power Platform questions?

Yes, you can request a custom assessment that includes questions from both the Microsoft Dynamics 365 Customer Service Functional Consultant Test and the Microsoft Power Platform Developer Test to evaluate candidates comprehensively on both skill sets.

Q: What topics are covered in the Microsoft Dynamics 365 Customer Service Functional Consultant Test?

The test covers topics such as Dynamics 365 Customer Service Overview, Case Management, Knowledge Base Management, Customer Service Insights, Omnichannel for Customer Service, Unified Service Desk, SLAs, Customer Self-Service Portals, Workflow and Business Process Automation, Reporting and Analytics, and Integration with Other Dynamics 365 Apps.

Q: How to use the Microsoft Dynamics 365 Customer Service Functional Consultant Test in my hiring process?

Use the test as a pre-screening tool at the beginning of your recruitment process. Add a link to the test in your job post or invite candidates by email. This helps identify skilled candidates earlier.

The Microsoft Dynamics 365 Customer Service Functional Consultant Test evaluates a candidate's expertise in implementing and configuring Dynamics 365 Customer Service solutions. It assesses knowledge of case management, knowledge bases, omnichannel services, SLAs, and customer self-service portals. The test covers functionalities like workflow automation, reporting, and integration with other Dynamics 365 apps, focusing on practical application of these concepts in real-world scenarios.

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Screen candidates with a 30 mins test

Test duration: ~ 30 mins

Difficulty level: Moderate

Availability: Available as custom test

Questions:

10 Dynamics 365 Customer Service MCQs
5 Customer Service MCQs

Covered skills:

Dynamics 365 Customer Service Overview

Case Management

Knowledge Base Management

Customer Service Insights

Omnichannel for Customer Service

Unified Service Desk

Service Level Agreements (SLAs)

Customer Self-Service Portals

Workflow and Business Process Automation

Reporting and Analytics

Integration with Other Dynamics 365 Apps

Customization and Configuration

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Use the Microsoft Dynamics 365 Customer Service Functional Consultant Assessment Test to shortlist qualified candidates

The Microsoft Dynamics 365 Customer Service Functional Consultant Test helps recruiters and hiring managers identify qualified candidates from a pool of resumes, and helps in taking objective hiring decisions. It reduces the administrative overhead of interviewing too many candidates and saves time by filtering out unqualified candidates at the first step of the hiring process.

The test screens for the following skills that hiring managers look for in candidates:

Understanding the functionalities of Microsoft Dynamics 365 Customer Service
Configuration and customization of Customer Service entities
Knowledge of customer service best practices
Ability to create and manage case records
Skill in creating and managing knowledge base articles
Understanding of service level agreements and entitlements
Experience with configuring queues and routing rules
Ability to manage and resolve customer issues
Knowledge of analytics and reporting in Customer Service
Experience in integrating Customer Service with other Microsoft applications

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Screen candidates with the highest quality questions

We have a very high focus on the quality of questions that test for on-the-job skills. Every question is non-googleable and we have a very high bar for the level of subject matter experts we onboard to create these questions. We have crawlers to check if any of the questions are leaked online. If/ when a question gets leaked, we get an alert. We change the question for you & let you know.

How we design questions

These are just a small sample from our library of 15,000+ questions. The actual questions on this Microsoft Dynamics 365 Customer Service Functional Consultant Test will be non-googleable.

🧐 Question
Medium Adapting Communication Styles Communication Adaptability Analytical Thinking	Solve
As a customer service representative, it's crucial to adapt the communication style based on the customer's persona. Analyze the data points provided from the analytical dashboard for three customers and match the appropriate communication style for each customer persona: Customer A: Age: 42 Profession (from LinkedIn): Financial Analyst Browsing data: Frequently visits the website during office hours, spends an average of 45 seconds on each page, and often uses the search function to find specific information. Previous support requests: Sent an email inquiring about product pricing and requested a quick response; started the message with "Dear Support Team." Customer B: Age: 67 Profession (from LinkedIn): Retired School Teacher Browsing data: Spends a considerable amount of time on the website during evenings and weekends, primarily visiting the "Help" and "FAQ" sections. Searches for information on basic product usage and troubleshooting. Previous support requests: Submitted a query through the website's contact form asking for help with setting up their new device; started the message with "Hello, I hope you're well. I need some assistance with my new device." Customer C: Age: 29 Profession (from LinkedIn): Graphic Designer Browsing data: Visits the website late at night, frequently engages with interactive content, and shares company blog posts on social media. Searches for information on design tools and creative processes. Previous support requests: Sent a direct message on the company's social media page asking for a software recommendation; started the message with "Hey there! 😊 I'm looking for some advice on a design tool."
Medium Appropriate Apology Customer Complaints Communication Customer Service Empathy	Solve
As a customer support agent for a high-end telescope manufacturing company, you receive an email from Dr. Patel regarding a telescope she purchased last month for her university's astronomy department. She mentions that during a critical observation session for their research, one of the research team members deleted the historical data by mistake because the UX was confusing. She shares this feedback with you over email. What is an appropriate apology? A. "We are deeply sorry that the historical data got deleted due to confusing UX during such a crucial experiment! It must be extremely frustrating for a team of dedicated researchers." B. "Our apologies! We truly feel terrible that your team's experiment was disrupted. As a fellow academic, it's disheartening to see your colleagues face such setbacks." C. "We are sincerely sorry for the inconvenience caused by the telescope's confusing UX. That must have been embarrassing for you." D. "Apologies! We feel awful that your team wasn't able to use the telescope correctly for their experiments. It's fortunate, though, that they have a supportive department head to help them through this."
Easy Toy is out of stock! Customer Service Conflict Resolution	Solve
You work in a children's toy store. One afternoon you notice a customer browsing the store for 15 minutes and looking increasingly annoyed. They approach you, and ask for your help to locate a particular toy the customer wants as a gift for their kid. When you check on your computer, you come to know that the toy is currently out of stock. Which of the following responses would be the most appropriate? A: Apologize for the toy being out of stock, and suggest that they try kidstoys.com (biggest toy store in city) or another toy store. B: Share the toy model number, so that they can search for it quickly at another toy store. C: Offer to order the toy for the customer. Share how long this would take, and offer to call them when the toy arrives at the store. D: Recommend that they try the biggest branch of your store, which is a 30 min drive away.

	🧐 Question	🔧 Skill
	Medium Adapting Communication Styles Communication Adaptability Analytical Thinking	2 mins Customer Service	Solve
As a customer service representative, it's crucial to adapt the communication style based on the customer's persona. Analyze the data points provided from the analytical dashboard for three customers and match the appropriate communication style for each customer persona: Customer A: Age: 42 Profession (from LinkedIn): Financial Analyst Browsing data: Frequently visits the website during office hours, spends an average of 45 seconds on each page, and often uses the search function to find specific information. Previous support requests: Sent an email inquiring about product pricing and requested a quick response; started the message with "Dear Support Team." Customer B: Age: 67 Profession (from LinkedIn): Retired School Teacher Browsing data: Spends a considerable amount of time on the website during evenings and weekends, primarily visiting the "Help" and "FAQ" sections. Searches for information on basic product usage and troubleshooting. Previous support requests: Submitted a query through the website's contact form asking for help with setting up their new device; started the message with "Hello, I hope you're well. I need some assistance with my new device." Customer C: Age: 29 Profession (from LinkedIn): Graphic Designer Browsing data: Visits the website late at night, frequently engages with interactive content, and shares company blog posts on social media. Searches for information on design tools and creative processes. Previous support requests: Sent a direct message on the company's social media page asking for a software recommendation; started the message with "Hey there! 😊 I'm looking for some advice on a design tool."
	Medium Appropriate Apology Customer Complaints Communication Customer Service Empathy	2 mins Customer Service	Solve
As a customer support agent for a high-end telescope manufacturing company, you receive an email from Dr. Patel regarding a telescope she purchased last month for her university's astronomy department. She mentions that during a critical observation session for their research, one of the research team members deleted the historical data by mistake because the UX was confusing. She shares this feedback with you over email. What is an appropriate apology? A. "We are deeply sorry that the historical data got deleted due to confusing UX during such a crucial experiment! It must be extremely frustrating for a team of dedicated researchers." B. "Our apologies! We truly feel terrible that your team's experiment was disrupted. As a fellow academic, it's disheartening to see your colleagues face such setbacks." C. "We are sincerely sorry for the inconvenience caused by the telescope's confusing UX. That must have been embarrassing for you." D. "Apologies! We feel awful that your team wasn't able to use the telescope correctly for their experiments. It's fortunate, though, that they have a supportive department head to help them through this."
	Easy Toy is out of stock! Customer Service Conflict Resolution	2 mins Customer Service	Solve
You work in a children's toy store. One afternoon you notice a customer browsing the store for 15 minutes and looking increasingly annoyed. They approach you, and ask for your help to locate a particular toy the customer wants as a gift for their kid. When you check on your computer, you come to know that the toy is currently out of stock. Which of the following responses would be the most appropriate? A: Apologize for the toy being out of stock, and suggest that they try kidstoys.com (biggest toy store in city) or another toy store. B: Share the toy model number, so that they can search for it quickly at another toy store. C: Offer to order the toy for the customer. Share how long this would take, and offer to call them when the toy arrives at the store. D: Recommend that they try the biggest branch of your store, which is a 30 min drive away.

	🧐 Question	🔧 Skill	💪 Difficulty	⌛ Time
	Adapting Communication Styles Communication Adaptability Analytical Thinking	Customer Service	Medium	2 mins	Solve
As a customer service representative, it's crucial to adapt the communication style based on the customer's persona. Analyze the data points provided from the analytical dashboard for three customers and match the appropriate communication style for each customer persona: Customer A: Age: 42 Profession (from LinkedIn): Financial Analyst Browsing data: Frequently visits the website during office hours, spends an average of 45 seconds on each page, and often uses the search function to find specific information. Previous support requests: Sent an email inquiring about product pricing and requested a quick response; started the message with "Dear Support Team." Customer B: Age: 67 Profession (from LinkedIn): Retired School Teacher Browsing data: Spends a considerable amount of time on the website during evenings and weekends, primarily visiting the "Help" and "FAQ" sections. Searches for information on basic product usage and troubleshooting. Previous support requests: Submitted a query through the website's contact form asking for help with setting up their new device; started the message with "Hello, I hope you're well. I need some assistance with my new device." Customer C: Age: 29 Profession (from LinkedIn): Graphic Designer Browsing data: Visits the website late at night, frequently engages with interactive content, and shares company blog posts on social media. Searches for information on design tools and creative processes. Previous support requests: Sent a direct message on the company's social media page asking for a software recommendation; started the message with "Hey there! 😊 I'm looking for some advice on a design tool."
	Appropriate Apology Customer Complaints Communication Customer Service Empathy	Customer Service	Medium	2 mins	Solve
As a customer support agent for a high-end telescope manufacturing company, you receive an email from Dr. Patel regarding a telescope she purchased last month for her university's astronomy department. She mentions that during a critical observation session for their research, one of the research team members deleted the historical data by mistake because the UX was confusing. She shares this feedback with you over email. What is an appropriate apology? A. "We are deeply sorry that the historical data got deleted due to confusing UX during such a crucial experiment! It must be extremely frustrating for a team of dedicated researchers." B. "Our apologies! We truly feel terrible that your team's experiment was disrupted. As a fellow academic, it's disheartening to see your colleagues face such setbacks." C. "We are sincerely sorry for the inconvenience caused by the telescope's confusing UX. That must have been embarrassing for you." D. "Apologies! We feel awful that your team wasn't able to use the telescope correctly for their experiments. It's fortunate, though, that they have a supportive department head to help them through this."
	Toy is out of stock! Customer Service Conflict Resolution	Customer Service	Easy	2 mins	Solve
You work in a children's toy store. One afternoon you notice a customer browsing the store for 15 minutes and looking increasingly annoyed. They approach you, and ask for your help to locate a particular toy the customer wants as a gift for their kid. When you check on your computer, you come to know that the toy is currently out of stock. Which of the following responses would be the most appropriate? A: Apologize for the toy being out of stock, and suggest that they try kidstoys.com (biggest toy store in city) or another toy store. B: Share the toy model number, so that they can search for it quickly at another toy store. C: Offer to order the toy for the customer. Share how long this would take, and offer to call them when the toy arrives at the store. D: Recommend that they try the biggest branch of your store, which is a 30 min drive away.

Test candidates on core Microsoft Dynamics 365 Customer Service Functional Consultant Hiring Test topics

Microsoft Dynamics 365 Customer Service: Microsoft Dynamics 365 Customer Service is a CRM platform that helps organizations manage their customer relationships. It provides tools for case management, knowledge base management, routing and assignment, and customer self-service. Measuring this skill in the test ensures that candidates have the technical knowledge to effectively utilize and configure the customer service capabilities of Dynamics 365.

Functional Consulting: Functional consulting in the context of Microsoft Dynamics 365 refers to the ability to understand and analyze business requirements, and translate them into functional configurations within the Dynamics 365 system. This skill is measured in the test to evaluate a candidate's capability to advise and guide organizations on how to best utilize Dynamics 365 for their customer service needs.

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