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Microsoft Dynamics 365 Customer Service Functional Consultant Test

About the test:

The Microsoft Dynamics 365 Customer Service Functional Consultant Test uses scenario-based multiple-choice questions to evaluate candidates on their proficiency in various customer service functions using the Dynamics 365 platform. The test assesses candidates' knowledge of topics such as customer service configuration, case management, entitlements, service level agreements (SLAs), knowledge management, and omnichannel engagement. It also evaluates their ability to design and implement customer service solutions using the Dynamics 365 platform.

9 reasons why
9 reasons why

Adaface Microsoft Dynamics 365 Customer Service Functional Consultant Assessment Test is the most accurate way to shortlist Microsoft Dynamics 365 Consultants

Reason #1

Tests for on-the-job skills

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
Reason #2

No trick questions

no trick questions

Traditional assessment tools use trick questions and puzzles for the screening, which creates a lot of frustration among candidates about having to go through irrelevant screening assessments.

View sample questions

The main reason we started Adaface is that traditional pre-employment assessment platforms are not a fair way for companies to evaluate candidates. At Adaface, our mission is to help companies find great candidates by assessing on-the-job skills required for a role.

Why we started Adaface
Reason #3

Non-googleable 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 10,000+ questions. The actual questions on this Microsoft Dynamics 365 Customer Service Functional Consultant Test will be non-googleable.

🧐 Question


Adapting Communication Styles
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
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!
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 (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.
🧐 QuestionπŸ”§ Skill


Adapting Communication Styles

2 mins

Customer Service


Appropriate Apology
Customer Complaints

2 mins

Customer Service


Toy is out of stock!

2 mins

Customer Service
🧐 QuestionπŸ”§ SkillπŸ’ͺ DifficultyβŒ› Time
Adapting Communication Styles
Customer Service
Medium2 mins
Appropriate Apology
Customer Complaints
Customer Service
Medium2 mins
Toy is out of stock!
Customer Service
Easy2 mins
Reason #4

1200+ customers in 75 countries

customers in 75 countries

With Adaface, we were able to optimise our initial screening process by upwards of 75%, freeing up precious time for both hiring managers and our talent acquisition team alike!

Brandon Lee, Head of People, Love, Bonito

Reason #5

Designed for elimination, not selection

The most important thing while implementing the pre-employment Microsoft Dynamics 365 Customer Service Functional Consultant Test in your hiring process is that it is an elimination tool, not a selection tool. In other words: you want to use the test to eliminate the candidates who do poorly on the test, not to select the candidates who come out at the top. While they are super valuable, pre-employment tests do not paint the entire picture of a candidate’s abilities, knowledge, and motivations. Multiple easy questions are more predictive of a candidate's ability than fewer hard questions. Harder questions are often "trick" based questions, which do not provide any meaningful signal about the candidate's skillset.

Science behind Adaface tests
Reason #6

1 click candidate invites

Email invites: You can send candidates an email invite to the Microsoft Dynamics 365 Customer Service Functional Consultant Test from your dashboard by entering their email address.

Public link: You can create a public link for each test that you can share with candidates.

API or integrations: You can invite candidates directly from your ATS by using our pre-built integrations with popular ATS systems or building a custom integration with your in-house ATS.

invite candidates
Reason #7

Detailed scorecards & benchmarks

View sample scorecard
Reason #8

High completion rate

Adaface tests are conversational, low-stress, and take just 25-40 mins to complete.

This is why Adaface has the highest test-completion rate (86%), which is more than 2x better than traditional assessments.

test completion rate
Reason #9

Advanced Proctoring

Learn more

About the Microsoft Dynamics 365 Customer Service Functional Consultant Online Test

Why you should use Pre-employment Microsoft Dynamics 365 Customer Service Functional Consultant Test?

The Microsoft Dynamics 365 Customer Service Functional Consultant Test makes use of scenario-based questions to test for on-the-job skills as opposed to theoretical knowledge, ensuring that candidates who do well on this screening test have the relavant skills. The questions are designed to covered following on-the-job aspects:

  • Understanding and configuring Microsoft Dynamics 365 Customer Service modules
  • Implementing and customizing service processes
  • Creating and managing cases, queues, and routing rules
  • Configuring and managing entitlements and service level agreements
  • Designing and implementing knowledge management solutions
  • Integrating Dynamics 365 Customer Service with other applications
  • Customizing and extending Dynamics 365 Customer Service using Power Apps and Power Automate
  • Designing and implementing customer service analytics and reporting
  • Troubleshooting and resolving technical issues in Dynamics 365 Customer Service
  • Performing data migration and integration tasks in Dynamics 365 Customer Service

Once the test is sent to a candidate, the candidate receives a link in email to take the test. For each candidate, you will receive a detailed report with skills breakdown and benchmarks to shortlist the top candidates from your pool.

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

  • 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.

  • Full list of covered topics

    The actual topics of the questions in the final test will depend on your job description and requirements. However, here's a list of topics you can expect the questions for Microsoft Dynamics 365 Customer Service Functional Consultant Test to be based on.

    Installation and setup
    Service management
    Case management
    Knowledge management
    Queue management
    Routing rules
    Entitlement management
    SLAs (Service Level Agreements)
    Contact management
    Account management
    Activity management
    Knowledge base articles
    Search functionality
    Views and forms customization
    Dashboards and reports
    Business process flows
    Email templates
    Service level agreements
    Scheduling in Customer Service
    Power Automate integration
    Power BI integration
    Dynamics 365 Sales integration
    Dynamics 365 Field Service integration
    Customer voice integration
    Customer Insights integration
    Customization of entity forms
    Customization of entity views
    Data import and export
    Security roles and permissions
    Solution management
    Bulk edit and data cleansing
    Integration with Power Apps
    Web resources
    Business rules
    Quick create forms
    Email configuration
    Social listening
    Field service scheduling
    Voice of the Customer
    Interactive service hub
    Command Bar customization
    Salesforce migration
    Mobile application customization
    Portal configuration
    Offline support
    Data validation
    Connected customer service
    Dyn365 connector
    Field service scenarios
    Omnichannel for Customer Service
    Hierarchy security
    Data archiving
    Document generation
    Customer satisfaction surveys

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

  • Microsoft Dynamics 365 Consultant
  • Microsoft Dynamics 365 Functional Consultant
  • Microsoft Dynamics 365 Customer Service Consultant

How is the Microsoft Dynamics 365 Customer Service Functional Consultant Test customized for senior candidates?

For intermediate/ experienced candidates, we customize the assessment questions to include advanced topics and increase the difficulty level of the questions. This might include adding questions on topics like

  • Managing and administering Dynamics 365 Customer Service instances
  • Implementing and managing customer service security and compliance
  • Designing and implementing customer service dashboards and visualizations
  • Configuring and managing email, chat, and social media channels in Dynamics 365 Customer Service
  • Developing and deploying customer service solutions using Microsoft Azure
  • Implementing and managing omnichannel for Dynamics 365 Customer Service
  • Designing and implementing field service management solutions
  • Configuring and managing voice of the customer feedback in Dynamics 365 Customer Service
  • Integrating field service management with Dynamics 365 Customer Service
  • Designing and implementing customer service AI solutions
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The hiring managers felt that through the technical questions that they asked during the panel interviews, they were able to tell which candidates had better scores, and differentiated with those who did not score as well. They are highly satisfied with the quality of candidates shortlisted with the Adaface screening.

reduction in screening time

Microsoft Dynamics 365 Customer Service Functional Consultant Hiring Test FAQs

Can I combine multiple skills into one custom assessment?

Yes, absolutely. Custom assessments are set up based on your job description, and will include questions on all must-have skills you specify. Here's a quick guide on how you can request a custom test.

Do you have any anti-cheating or proctoring features in place?

We have the following anti-cheating features in place:

  • Non-googleable questions
  • IP proctoring
  • Screen proctoring
  • Web proctoring
  • Webcam proctoring
  • Plagiarism detection
  • Secure browser
  • Copy paste protection

Read more about the proctoring features.

How do I interpret test scores?

The primary thing to keep in mind is that an assessment is an elimination tool, not a selection tool. A skills assessment is optimized to help you eliminate candidates who are not technically qualified for the role, it is not optimized to help you find the best candidate for the role. So the ideal way to use an assessment is to decide a threshold score (typically 55%, we help you benchmark) and invite all candidates who score above the threshold for the next rounds of interview.

What experience level can I use this test for?

Each Adaface assessment is customized to your job description/ ideal candidate persona (our subject matter experts will pick the right questions for your assessment from our library of 10000+ questions). This assessment can be customized for any experience level.

Does every candidate get the same questions?

Yes, it makes it much easier for you to compare candidates. Options for MCQ questions and the order of questions are randomized. We have anti-cheating/ proctoring features in place. In our enterprise plan, we also have the option to create multiple versions of the same assessment with questions of similar difficulty levels.

I'm a candidate. Can I try a practice test?

No. Unfortunately, we do not support practice tests at the moment. However, you can use our sample questions for practice.

What is the cost of using this test?

You can check out our pricing plans.

Can I get a free trial?

Yes, you can sign up for free and preview this test.

I just moved to a paid plan. How can I request a custom assessment?

Here is a quick guide on how to request a custom assessment on Adaface.

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40 min tests.
No trick questions.
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