Microsoft Dynamics 365 Customer Service Functional Consultant Test

About the test:

La Prueba de Consultor Funcional de Servicio al Cliente de Microsoft Dynamics 365 utiliza preguntas de opción múltiple basadas en escenarios para evaluar a los candidatos sobre su competencia en diversas funciones de servicio al cliente utilizando la plataforma Dynamics 365. La prueba evalúa el conocimiento de los candidatos de temas como la configuración del servicio al cliente, la gestión de casos, los derechos, los acuerdos de nivel de servicio (SLA), la gestión del conocimiento y la participación omnicanal. También evalúa su capacidad para diseñar e implementar soluciones de servicio al cliente utilizando la plataforma Dynamics 365.

Preview this test

Ver cuadro de mando de muestra

9 reasons why

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

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:

Comprender las funcionalidades del servicio al cliente de Microsoft Dynamics 365
Configuración y personalización de entidades de servicio al cliente
Conocimiento de las mejores prácticas del servicio al cliente
Capacidad para crear y administrar registros de casos
Habilidad para crear y gestionar artículos de base de conocimiento
Comprensión de los acuerdos y derechos a nivel de servicio
Experiencia con la configuración de colas y reglas de enrutamiento
Capacidad para administrar y resolver los problemas de los clientes
Conocimiento de análisis e informes en servicio al cliente
Experiencia en la integración del servicio al cliente con otras aplicaciones de Microsoft

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

Preview this test

Ver cuadro de mando de muestra

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

Estas son solo una pequeña muestra de nuestra biblioteca de más de 10,000 preguntas. Las preguntas reales sobre esto Microsoft Dynamics 365 Servicio al cliente Prueba de consultor funcional no se puede obtener.

🧐 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

Con Adaface, pudimos optimizar nuestro proceso de selección inicial en más de un 75 %, liberando un tiempo precioso tanto para los gerentes de contratación como para nuestro equipo de adquisición de talentos.

Brandon Lee, jefe de personas, Love, Bonito

Preview this test

Ver cuadro de mando de muestra

Reason #5

Designed for elimination, not selection

The most important thing while implementing the pre-employment Microsoft Dynamics 365 Servicio al cliente Prueba de consultor funcional 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 Servicio al cliente Prueba de consultor funcional 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

Ver cuadro de mando de muestra

Preview this test

Ver cuadro de mando de muestra

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

Learn more

Preview this test

Ver cuadro de mando de muestra

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 Servicio al cliente Prueba de consultor funcional 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:

Comprender y configurar los módulos de servicio al cliente de Microsoft Dynamics 365
Implementación y personalización de procesos de servicio
Creación y gestión de casos, colas y reglas de enrutamiento
Configuración y administración de derechos y acuerdos de nivel de servicio
Diseño e implementación de soluciones de gestión del conocimiento
Integración del servicio al cliente de Dynamics 365 con otras aplicaciones
Personalizar y extender el servicio al cliente de Dynamics 365 utilizando aplicaciones de energía y potencia automatizar
Diseño e implementación de análisis e informes de servicio al cliente
Solución de problemas y resolución de problemas técnicos en el servicio al cliente de Dynamics 365
Realización de tareas de migración e integración de datos en Dynamics 365 Servicio al cliente

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 Servicio al cliente
El servicio al cliente de Microsoft Dynamics 365 es una plataforma CRM que ayuda a las organizaciones a administrar sus relaciones con los clientes. Proporciona herramientas para la gestión de casos, gestión de la base de conocimiento, enrutamiento y asignación, y autoservicio del cliente. La medición de esta habilidad en la prueba garantiza que los candidatos tengan el conocimiento técnico para utilizar y configurar efectivamente las capacidades de servicio al cliente de Dynamics 365.
Consultoría funcional
Consultoría funcional en el contexto de Microsoft Dynamics 365 se refiere a la capacidad de comprender y analizar los requisitos comerciales, y traducirlos en configuraciones funcionales dentro del sistema Dynamics 365. Esta habilidad se mide en la prueba para evaluar la capacidad de un candidato para asesorar y guiar a las organizaciones sobre cómo utilizar mejor la dinámica 365 para sus necesidades de servicio al cliente.
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 Servicio al cliente Prueba de consultor funcional to be based on.
Instalación y configuración
Gestión De Servicios
Gestión de casos
Conocimiento administrativo
Gestión de colas
Reglas de enrutamiento
Gestión de derechos
SLAS (acuerdos de nivel de servicio)
Gestión de contactos
Administración de cuentas
Gestión de actividades
Artículos de base de conocimiento
Funcionalidad de búsqueda
Vistas y formularios Personalización
Paneles e informes
Flujos del proceso de negocio
Plantillas de correo electrónico
Acuerdos de Nivel de Servicio
Programación en servicio al cliente
Integración de automatización de energía
Integración de Power BI
Dynamics 365 Integración de ventas
Integración de servicio de campo Dynamics 365
Integración de voz del cliente
Integración de información del cliente
Personalización de formularios de entidad
Personalización de vistas de entidad
Importación y exportación de datos
Roles de seguridad y permisos
Gestión de soluciones
Edición masiva y limpieza de datos
Integración con aplicaciones de potencia
Recursos web
Reglas del negocio
Formularios de creación rápida
Flujos de trabajo
Configuración de correo electrónico
Escucha social
Programación del servicio de campo
Voz del cliente
Centro de servicio interactivo
Personalización de la barra de comando
Migración de Salesforce
Personalización de aplicaciones móviles
Configuración de portal
Soporte fuera de línea
Validación de datos
Servicio al cliente conectado
Conector Dyn365
Escenarios de servicio de campo
Omnicanal para el servicio al cliente
Seguridad de la jerarquía
Archivo de datos
Generación de documentos
Encuestas de satisfacción del cliente

Preview this test

Ver cuadro de mando de muestra

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

Consultor de Microsoft Dynamics 365
Microsoft Dynamics 365 Consultor funcional
Consultor de servicio al cliente de Microsoft Dynamics 365

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

Administración y administración de instancias de servicio al cliente Dynamics 365
Implementación y gestión de la seguridad y cumplimiento del servicio al cliente
Diseño e implementación de paneles de servicio al cliente y visualizaciones
Configuración y administración de canales de correo electrónico, chat y redes sociales en el servicio al cliente de Dynamics 365
Desarrollar e implementar soluciones de servicio al cliente utilizando Microsoft Azure
Implementación y administración de omnicanal para el servicio al cliente de Dynamics 365
Diseño e implementación de soluciones de gestión de servicios de campo
Configuración y administración de la voz de los comentarios de los clientes en Dynamics 365 Servicio al cliente
Integración de la gestión de servicios de campo con Servicio al cliente de Dynamics 365
Diseño e implementación de soluciones de IA de servicio al cliente

Preview this test

Ver cuadro de mando de muestra

Los gerentes de contratación sintieron que a través de las preguntas técnicas que hicieron durante las entrevistas del panel, pudieron decir qué candidatos tenían mejores puntajes y diferenciarse de aquellos que no obtuvieron tan buenos puntajes. Ellos son altamente satisfecho con la calidad de los candidatos preseleccionados con la selección de Adaface.

85%

Reducción en el tiempo de detección

Ver estudio de caso completo

Microsoft Dynamics 365 Customer Service Functional Consultant Hiring Test Preguntas frecuentes

¿Puedo combinar múltiples habilidades en una evaluación personalizada?

Si, absolutamente. Las evaluaciones personalizadas se configuran en función de la descripción de su trabajo e incluirán preguntas sobre todas las habilidades imprescindibles que especifique.

¿Tiene alguna característica anti-trato o procuración en su lugar?

Tenemos las siguientes características anti-trate en su lugar:

Preguntas no postradas
Procuración de IP
Procedor web
Procedores de cámara web
Detección de plagio
navegador seguro

Lea más sobre las funciones de procuración.

¿Cómo interpreto los puntajes de las pruebas?

Lo principal a tener en cuenta es que una evaluación es una herramienta de eliminación, no una herramienta de selección. Una evaluación de habilidades está optimizada para ayudarlo a eliminar a los candidatos que no están técnicamente calificados para el rol, no está optimizado para ayudarlo a encontrar el mejor candidato para el papel. Por lo tanto, la forma ideal de usar una evaluación es decidir un puntaje umbral (generalmente del 55%, lo ayudamos a comparar) e invitar a todos los candidatos que obtienen un puntaje por encima del umbral para las próximas rondas de la entrevista.

¿Para qué nivel de experiencia puedo usar esta prueba?

Cada evaluación de AdaFace está personalizada para su descripción de trabajo/ persona candidata ideal (nuestros expertos en la materia elegirán las preguntas correctas para su evaluación de nuestra biblioteca de más de 10000 preguntas). Esta evaluación se puede personalizar para cualquier nivel de experiencia.

¿Cada candidato tiene las mismas preguntas?

Sí, te hace mucho más fácil comparar los candidatos. Las opciones para las preguntas de MCQ y el orden de las preguntas son aleatorizados. Tenemos características anti-trato/procuración en su lugar. En nuestro plan empresarial, también tenemos la opción de crear múltiples versiones de la misma evaluación con cuestiones de niveles de dificultad similares.