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.

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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

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.

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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

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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
Medium Adapting Communication Styles Communication Adaptability	Try practice test
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	Try practice test
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!	Try practice test
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	2 mins Customer Service	Try practice test
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	2 mins Customer Service	Try practice test
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!	2 mins Customer Service	Try practice test
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	Customer Service	Medium	2 mins	Try practice test
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	Medium	2 mins	Try practice test
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	Easy	2 mins	Try practice test
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.

Reason #4

1200+ 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

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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.

Reason #7

Detailed scorecards & benchmarks

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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.

Reason #9

Advanced Proctoring

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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
Workflows
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

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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.

85%

reduction in screening time

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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.