Microsoft Dynamics 365 Customer Service Functional Consultant Test

About the test:

Der Microsoft Dynamics 365-Kundendienstfunktionalberater-Test verwendet szenariobasierte Multiple-Choice-Fragen, um Kandidaten zu ihren Kenntnissen in verschiedenen Kundendienstfunktionen mithilfe der Dynamics 365-Plattform zu bewerten. Der Test bewertet die Kenntnisse der Kandidaten über Themen wie Kundendienstkonfiguration, Fallmanagement, Ansprüche, SLAs (Service Level -Vereinbarungen), Wissensmanagement und Omnichannel -Engagement. Es bewertet auch ihre Fähigkeit, Kundendienstlösungen mithilfe der Dynamics 365 -Plattform zu entwerfen und zu implementieren.

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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 Beraters

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:

Verständnis der Funktionen von Microsoft Dynamics 365 Kundendienst
Konfiguration und Anpassung von Kundendiensteinheiten
Kenntnisse der Best Practices des Kundendienstes
Fähigkeit, Fallunterlagen zu erstellen und zu verwalten
Geschicklichkeit bei der Erstellung und Verwaltung von Wissensbasisartikeln
Verständnis von Dienstleistungsvereinbarungen und Ansprüchen
Erfahrung mit der Konfiguration von Warteschlangen und Routing -Regeln
Fähigkeit, Kundenprobleme zu verwalten und zu lösen
Kenntnis der Analyse und Berichterstattung im Kundendienst
Erfahrung in der Integration des Kundendienstes in andere Microsoft -Anwendungen

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

Dies sind nur ein kleines Beispiel aus unserer Bibliothek mit mehr als 10.000 Fragen. Die tatsächlichen Fragen dazu Microsoft Dynamics 365 Kundendienstfunktionalberatungstest wird nichtgänger sein.

🧐 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

Mit Adaface konnten wir unseren Erstauswahlprozess um mehr als 75 % optimieren und so wertvolle Zeit sowohl für Personalmanager als auch für unser Talentakquiseteam gewinnen!

Brandon Lee, Leiter der Menschen, 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 Kundendienstfunktionalberatungstest 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 Kundendienstfunktionalberatungstest 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

Ansicht der Probe Scorecard

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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 Kundendienstfunktionalberatungstest 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:

Verständnis und Konfiguration von Microsoft Dynamics 365 -Kundendienstmodulen
Implementierung und Anpassung von Dienstprozessen
Erstellen und Verwalten von Fällen, Warteschlangen und Routing -Regeln
Konfigurieren und Verwalten von Ansprüchen und Service -Level -Vereinbarungen
Entwerfen und Implementierung von Wissensmanagementlösungen
Integration von Dynamics 365 Kundenservice in andere Anwendungen
Anpassen und Erweitern von Dynamics 365 -Kundendienst mithilfe von Power -Apps und Power -Automatisieren
Entwerfen und Implementierung von Kundendienstanalysen und Berichten
Fehlerbehebung und Lösung technischer Probleme im Dynamics 365 -Kundendienst
Durchführung von Datenmigrations- und Integrationsaufgaben im Dynamics 365 -Kundendienst

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 Kundendienst
Microsoft Dynamics 365 Kundendienst ist eine CRM -Plattform, mit der Unternehmen ihre Kundenbeziehungen verwalten können. Es bietet Tools für Fallmanagement, Wissensbasismanagement, Routing und Zuordnung sowie Kundenbetreuung. Messung dieser Fähigkeit im Test stellt sicher, dass die Kandidaten über das technische Wissen verfügen, um die Kundendienstfunktionen der Dynamik 365 effektiv zu nutzen und zu konfigurieren. 365 bezieht sich auf die Fähigkeit, die Geschäftsanforderungen zu verstehen und zu analysieren und sie in funktionale Konfigurationen innerhalb des Dynamics 365 -Systems zu übersetzen. Diese Fähigkeit wird im Test gemessen, um die Fähigkeit eines Kandidaten zu bewerten, Organisationen zu beraten und zu leiten, wie Dynamics 365 für ihren Kundendienstanforderungen am besten verwendet werden kann.
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 Kundendienstfunktionalberatungstest to be based on.
Installation und Setup
Service-Management
Fallmanagement
Wissensmanagement
Warteschlangenmanagement
Routing -Regeln
Anspruchsverwaltung
SLAs (Service Level -Vereinbarungen)
Kontaktmanagement
Kontoverwaltung
Aktivitätsmanagement
Wissensbasisartikel
Suchfunktionalität
Ansichten und Formenanpassungen
Dashboards und Berichte
Geschäftsprozess fließen
E-Mail-Vorlagen
Service Level Agreements
Planung des Kundendienstes
Stromversorgung automatisieren Integration
Power BI -Integration
Dynamics 365 Vertriebsintegration
Dynamics 365 Field Service Integration
Kundenstimme Integration
Integration von Kunden Insights
Anpassung von Entitätsformen
Anpassung von Entitätsansichten
Datenimport und Exportieren
Sicherheitsrollen und Berechtigungen
Lösungsmanagement
Bulk -Bearbeitung und Datenreinigung
Integration mit Power -Apps
Webressourcen
Geschäftsregeln
Schnelle Formulare erstellen
Workflows
E -Mail -Konfiguration
Soziales Zuhören
Feldserviceplanung
Stimme des Kunden
Interaktiver Service Hub
Befehlsleistenanpassung
Salesforce -Migration
Mobile Anwendungsanpassung
Portalkonfiguration
Offline -Unterstützung
Datenvalidierung
Verbundener Kundendienst
Dyn365 -Anschluss
Feldservice -Szenarien
Omnichannel für den Kundendienst
Hierarchiesicherheit
Datenarchivierung
Dokumentgenerierung
Kundenzufriedenheitserhebungen

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

Microsoft Dynamics 365 Berater
Microsoft Dynamics 365 Funktioneller Berater
Microsoft Dynamics 365 Kundendienstberater

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

Verwalten und Verwaltung von Dynamics 365 Kundendienstinstanzen
Implementierung und Verwaltung der Sicherheit und Einhaltung von Kundendienst und Konformität
Entwerfen und Implementieren von Kundendiensthöhlen und Visualisierungen
Konfigurieren und Verwalten von E -Mail-, Chat- und Social -Media -Kanälen im Dynamics 365 -Kundendienst
Entwicklung und Bereitstellung von Kundendienstlösungen mithilfe von Microsoft Azure
Implementierung und Verwaltung von Omnichannel für Dynamics 365 Kundenservice
Entwerfen und Implementierung von Field Service Management Solutions
Konfigurieren und Verwalten der Sprache des Kundenfeedbacks im Dynamics 365 -Kundendienst
Integration des Felddienstmanagements in Dynamics 365 Kundenservice
Entwerfen und Implementierung von Kundendienstlösungen

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Ansicht der Probe Scorecard

Die Personalmanager hatten das Gefühl, dass sie durch die technischen Fragen, die sie während der Panel-Interviews stellten, erkennen konnten, welche Kandidaten bessere Ergebnisse erzielten, und sie von denen unterscheiden konnten, die nicht so gut abschnitten. Sie sind Sehr zufrieden mit der Qualität der Kandidaten, die beim Adaface-Screening in die engere Auswahl kommen.

85%

Verringerung der Screening -Zeit

Volle Fallstudie anzeigen

Microsoft Dynamics 365 Customer Service Functional Consultant Hiring Test FAQs

Kann ich mehrere Fähigkeiten zu einer benutzerdefinierten Bewertung kombinieren?

Ja absolut. Basierend auf Ihrer Stellenbeschreibung werden benutzerdefinierte Bewertungen eingerichtet und enthalten Fragen zu allen von Ihnen angegebenen Must-Have-Fähigkeiten.

Haben Sie Anti-Cheating- oder Proctoring-Funktionen?

Wir haben die folgenden Anti-Cheating-Funktionen:

Nicht-Googling-Fragen
IP -Verbreitung
Web -Verbreitung
Webcam -Proctoring
Plagiaterkennung
sicherer Browser

Lesen Sie mehr über die Proctoring -Funktionen.

Wie interpretiere ich die Testergebnisse?

Die wichtigste Sache, die Sie beachten sollten, ist, dass eine Bewertung ein Eliminierungswerkzeug ist, kein Auswahlwerkzeug. Eine Bewertung der Qualifikationsbewertung wird optimiert, um Ihnen zu helfen, Kandidaten zu beseitigen, die technisch nicht für die Rolle qualifiziert sind. Sie ist nicht optimiert, um Ihnen dabei zu helfen, den besten Kandidaten für die Rolle zu finden. Die ideale Möglichkeit, eine Bewertung zu verwenden, besteht also darin, einen Schwellenwert zu entscheiden (in der Regel 55%, wir helfen Ihnen bei der Benchmark) und alle Kandidaten einladen, die für die nächsten Interviewrunden über dem Schwellenwert punkten.

Für welche Erfahrung kann ich diesen Test verwenden?

Jede Adaface -Bewertung ist an Ihre Stellenbeschreibung/ ideale Kandidatenpersönlichkeit angepasst (unsere Experten für Fache werden die richtigen Fragen für Ihre Bewertung aus unserer Bibliothek mit über 10000 Fragen auswählen). Diese Einschätzung kann für jede Erfahrungsstufe angepasst werden.

Bekommt jeder Kandidat die gleichen Fragen?

Ja, es macht es Ihnen viel einfacher, Kandidaten zu vergleichen. Optionen für MCQ -Fragen und die Reihenfolge der Fragen werden randomisiert. Wir haben Anti-Cheating/Proctoring Funktionen. In unserem Unternehmensplan haben wir auch die Möglichkeit, mehrere Versionen derselben Bewertung mit Fragen mit ähnlichen Schwierigkeitsgraden zu erstellen.