Microsoft Dynamics 365 Customer Service Functional Consultant Test

About the test:

Microsoft Dynamics 365 kundeservicefunktionel konsulenttest bruger scenariebaserede multiple-choice-spørgsmål til at evaluere kandidater om deres færdigheder i forskellige kundeservicefunktioner ved hjælp af Dynamics 365-platformen. Testen vurderer kandidaternes viden om emner som kundeservicekonfiguration, sagsstyring, rettigheder, serviceniveauaftaler (SLA'er), videnstyring og omnichannel engagement. Det evaluerer også deres evne til at designe og implementere kundeserviceløsninger ved hjælp af Dynamics 365 -platformen.

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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 -konsulents

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:

Forståelse af funktionaliteterne i Microsoft Dynamics 365 kundeservice
Konfiguration og tilpasning af kundeserviceenheder
Kendskab til kundeservice bedste praksis
Evne til at oprette og styre sagsposter
Dygtighed til at skabe og styre videnbaseartikler
Forståelse af aftaler på serviceniveau og rettigheder
Erfaring med konfiguration af køer og routingregler
Evne til at styre og løse kundeproblemer
Kendskab til analyse og rapportering i kundeservice
Erfaring med at integrere kundeservice med andre Microsoft -applikationer

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.

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

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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

Dette er kun en lille prøve fra vores bibliotek med 10.000+ spørgsmål. De faktiske spørgsmål om dette Microsoft Dynamics 365 Kundeservices funktionel konsulenttest vil være ikke-gåbart.

🧐 Question
Medium Adapting Communication Styles Communication Adaptability	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	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!	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	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	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!	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	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	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	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.

Reason #4

1200+ customers in 75 countries

Med Adaface var vi i stand til at optimere vores indledende screeningsproces med op mod 75 %, hvilket frigjorde kostbar tid for både ansættelsesledere og vores talentanskaffelsesteam!

Brandon Lee, Leder af mennesker, 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 Kundeservices funktionel konsulenttest 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 Kundeservices funktionel konsulenttest 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 Kundeservices funktionel konsulenttest 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:

Forståelse og konfiguration af Microsoft Dynamics 365 kundeservicemoduler
Implementering og tilpasning af serviceprocesser
Oprettelse og styring af sager, køer og routingregler
Konfiguration og styring af rettigheder og aftaler om serviceniveau
Design og implementering af videnstyringsløsninger
Integrering af dynamik 365 kundeservice med andre applikationer
Tilpasning og udvidelse af dynamik 365 kundeservice ved hjælp af strøm -apps og strømautomatisering
Design og implementering af kundeserviceanalyse og rapportering
Fejlfinding og løsning af tekniske problemer i Dynamics 365 kundeservice
Udførelse af datamigration og integrationsopgaver i dynamik 365 kundeservice

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?

funktionel rådgivning
Funktionel rådgivning i sammenhæng med Microsoft Dynamics 365 henviser til evnen til at forstå og analysere forretningskrav og oversætte dem til funktionelle konfigurationer inden for Dynamics 365 -systemet. Denne færdighed måles i testen for at evaluere en kandidats evne til at rådgive og vejlede organisationer om, hvordan man bedst kan bruge Dynamics 365 til deres kundeservicebehov.
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 Kundeservices funktionel konsulenttest to be based on.
Installation og opsætning
Servicestyring
Sagsstyring
Videnshåndtering
Køstyring
Routing -regler
Rettelsesstyring
SLA'er (aftaler på serviceniveau)
Kontaktstyring
Kontostyring
Aktivitetsstyring
Videnbaseartikler
Søgfunktionalitet
Visninger og formulartilpasning
Dashboards og rapporter
Forretningsprocesstrømme
E -mail -skabeloner
Aftaler på serviceniveau
Planlægning i kundeservice
Effektautomatisering af integration
Power BI -integration
Dynamics 365 Salgsintegration
Dynamics 365 Field Service Integration
Kunde -stemmeintegration
Customer Insights Integration
Tilpasning af enhedsformularer
Tilpasning af enhedsvisninger
Dataimport og eksport
Sikkerhedsroller og tilladelser
Løsningsstyring
Bulk redigering og rengøring af data
Integration med Power Apps
Webressourcer
Forretningsregler
Hurtige oprette formularer
Arbejdsgange
E -mail -konfiguration
Social lytning
Feltserviceplanlægning
Kundes stemme
Interaktiv service hub
Tilpasning af kommandobjælke
Salesforce migration
Tilpasning af mobil applikation
Portalkonfiguration
Offline support
Data validering
Tilsluttet kundeservice
Dyn365 -stik
Feltservicescenarier
Omnichannel til kundeservice
Hierarki -sikkerhed
Data arkivering
Dokumentgenerering
Kundetilfredshedsundersøgelser

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

Microsoft Dynamics 365 -konsulent
Microsoft Dynamics 365 funktionel konsulent
Microsoft Dynamics 365 kundeservicekonsulent

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

Håndtering og administration af dynamik 365 kundeserviceforekomster
Implementering og styring af kundeservicesikkerhed og overholdelse
Design og implementering af kundeservicedashboards og visualiseringer
Konfiguration og styring af e -mail, chat og sociale mediekanaler i Dynamics 365 kundeservice
Udvikling og implementering af kundeserviceløsninger ved hjælp af Microsoft Azure
Implementering og styring af omnichannel til dynamik 365 kundeservice
Design og implementering af feltservicestyringsløsninger
Konfiguration og styring af afstemning af kundens feedback i Dynamics 365 kundeservice
Integrering af feltservicestyring med Dynamics 365 kundeservice
Design og implementering af kundeservice AI -løsninger

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Ansættelseslederne mente, at de gennem de tekniske spørgsmål, som de stillede under panelinterviewene, var i stand til at fortælle, hvilke kandidater der havde bedre score og differentieret med dem, der ikke scorede så godt. De er meget tilfreds med kvaliteten af de kandidater, der er nomineret med Adaface-screeningen.

85%

Reduktion i screeningstid

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Microsoft Dynamics 365 Customer Service Functional Consultant Hiring Test Ofte stillede spørgsmål

Kan jeg kombinere flere færdigheder i en brugerdefineret vurdering?

Ja absolut. Brugerdefinerede vurderinger er oprettet baseret på din jobbeskrivelse og vil omfatte spørgsmål om alle must-have-færdigheder, du angiver.

Har du nogen anti-cheating eller proctoring-funktioner på plads?

Vi har følgende anti-cheating-funktioner på plads:

Ikke-gåbare spørgsmål
IP Proctoring
Webproctoring
Webcam Proctoring
Detektion af plagiering
Sikker browser

Læs mere om Proctoring Features.

Hvordan fortolker jeg testresultater?

Den primære ting at huske på er, at en vurdering er et elimineringsværktøj, ikke et udvælgelsesværktøj. En færdighedsvurdering er optimeret for at hjælpe dig med at eliminere kandidater, der ikke er teknisk kvalificerede til rollen, den er ikke optimeret til at hjælpe dig med at finde den bedste kandidat til rollen. Så den ideelle måde at bruge en vurdering på er at beslutte en tærskelværdi (typisk 55%, vi hjælper dig med benchmark) og inviterer alle kandidater, der scorer over tærsklen for de næste interviewrunder.

Hvilken oplevelsesniveau kan jeg bruge denne test til?

Hver Adaface -vurdering tilpasses til din jobbeskrivelse/ ideel kandidatperson (vores emneeksperter vælger de rigtige spørgsmål til din vurdering fra vores bibliotek på 10000+ spørgsmål). Denne vurdering kan tilpasses til ethvert erfaringsniveau.

Får hver kandidat de samme spørgsmål?

Ja, det gør det meget lettere for dig at sammenligne kandidater. Valgmuligheder for MCQ -spørgsmål og rækkefølgen af spørgsmål randomiseres. Vi har anti-cheating/proctoring funktioner på plads. I vores virksomhedsplan har vi også muligheden for at oprette flere versioner af den samme vurdering med spørgsmål om lignende vanskelighedsniveauer.