Microsoft Dynamics 365 Customer Service Functional Consultant Test

About the test:

Le test de consultant fonctionnel du service client Microsoft Dynamics 365 utilise des questions à choix multiples basées sur un scénario pour évaluer les candidats sur leur compétence dans diverses fonctions de service client à l'aide de la plate-forme Dynamics 365. Le test évalue les connaissances des candidats sur des sujets tels que la configuration du service client, la gestion des cas, les droits, les accords de niveau de service (SLAS), la gestion des connaissances et l'engagement omnicanal. Il évalue également leur capacité à concevoir et à mettre en œuvre des solutions de service client à l'aide de la plate-forme Dynamics 365.

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9 reasons why

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

Comprendre les fonctionnalités du service client Microsoft Dynamics 365
Configuration et personnalisation des entités du service client
Connaissance des meilleures pratiques du service à la clientèle
Capacité à créer et à gérer des enregistrements de cas
Compétence pour créer et gérer les articles de la base de connaissances
Compréhension des accords et des droits de niveau de service
Expérience avec la configuration des files d'attente et des règles de routage
Capacité à gérer et à résoudre les problèmes des clients
Connaissance de l'analyse et des rapports dans le service client
Expérience dans l'intégration du service client avec d'autres applications 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

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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

Ce ne sont qu'un petit échantillon de notre bibliothèque de plus de 10 000 questions. Les questions réelles à ce sujet Microsoft Dynamics 365 Service client Test de consultant fonctionnel ne sera pas 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

Avec Adaface, nous avons pu optimiser notre processus de sélection initiale de plus de 75 %, libérant ainsi un temps précieux tant pour les responsables du recrutement que pour notre équipe d'acquisition de talents !

Brandon Lee, Chef du personnel, 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 Service client Test de consultant fonctionnel 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 Service client Test de consultant fonctionnel 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 Service client Test de consultant fonctionnel 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:

Comprendre et configurer les modules de service client Microsoft Dynamics 365
Implémentation et personnalisation des processus de service
Créer et gérer des cas, des files d'attente et des règles de routage
Configuration et gestion des droits et accords de niveau de service
Concevoir et mettre en œuvre des solutions de gestion des connaissances
Intégration du service client Dynamics 365 avec d'autres applications
Personnalisation et étendue Dynamics 365 Service client à l'aide d'applications électriques et d'automate d'alimentation
Concevoir et mettre en œuvre l'analyse et les rapports du service client
Dépannage et résolution des problèmes techniques dans Dynamics 365 Service client
Effectuer des tâches de migration et d'intégration de données dans Dynamics 365 Service client

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?

Conseil fonctionnel
Conseil fonctionnel dans le contexte de Microsoft Dynamics 365 fait référence à la capacité de comprendre et d'analyser les exigences de l'entreprise et de les traduire en configurations fonctionnelles dans le système Dynamics 365. Cette compétence est mesurée dans le test pour évaluer la capacité d'un candidat pour conseiller et guider les organisations sur la meilleure façon d'utiliser Dynamics 365 pour ses besoins de service client.
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 Service client Test de consultant fonctionnel to be based on.
Installation et configuration
La gestion des services
La gestion de cas
Gestion des connaissances
Gestion des files d'attente
Règles de routage
Gestion des droits
SLAS (accords de niveau de service)
Gestion des contacts
Gestion de compte
Gestion des activités
Articles de base de connaissances
Fonctionnalité de recherche
Vues et formulaires Personnalisation
Tableaux de bord et rapports
Flux de processus commerciaux
Modèles de messagerie
Accords de Niveau de Service
Planification dans le service client
Intégration d'alimentation automatisé
Power BI Intégration
Intégration des ventes Dynamics 365
Intégration de service sur le terrain de Dynamics 365
Intégration vocale du client
Intégration des informations du client
Personnalisation des formulaires d'entité
Personnalisation des vues d'entité
Importation et exportation de données
Rôles et autorisations de sécurité
Gestion des solutions
Modification en vrac et nettoyage des données
Intégration avec les applications de puissance
Ressources Web
Règles commerciales
Créer des formulaires rapides
Flux de travail
Configuration de l'e-mail
Écoute sociale
Planification des services sur le terrain
Voix du client
Centre de service interactif
Personnalisation de la barre de commande
Migration Salesforce
Personnalisation des applications mobiles
Configuration du portail
Support hors ligne
La validation des données
Service client connecté
Connecteur Dyn365
Scénarios de service sur le terrain
Omnicanal pour le service client
Sécurité de la hiérarchie
Archivage de données
Génération de documents
Enquêtes de satisfaction client

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

Consultant Microsoft Dynamics 365
Microsoft Dynamics 365 Consultant fonctionnel
Consultant en service client 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

Gestion et administration des instances de service client de la dynamique 365
Implémentation et gestion de la sécurité et de la conformité du service client
Concevoir et mettre en œuvre des tableaux de bord et des visualisations du service client
Configuration et gestion des e-mails, du chat et des réseaux sociaux dans le service client Dynamics 365
Développement et déploiement de solutions de service client à l'aide de Microsoft Azure
Implémentation et gestion de l'omnicanal pour Dynamics 365 Service client
Concevoir et mettre en œuvre des solutions de gestion des services sur le terrain
Configuration et gestion de la voix des commentaires du client dans Dynamics 365 Service client
Intégration de la gestion des services de terrain avec le service client Dynamics 365
Concevoir et mettre en œuvre des solutions AI du service client

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Les responsables du recrutement ont estimé que grâce aux questions techniques qu'ils ont posées lors des entretiens avec le panel, ils étaient en mesure de déterminer quels candidats avaient obtenu de meilleurs scores et de se différencier de ceux qui avaient obtenu de moins bons résultats. Ils sont très satisfait avec la qualité des candidats présélectionnés lors de la sélection Adaface.

85%

réduction du temps de dépistage

Voir l'étude de cas complète

Microsoft Dynamics 365 Customer Service Functional Consultant Hiring Test FAQ

Puis-je combiner plusieurs compétences en une seule évaluation personnalisée?

Oui absolument. Les évaluations personnalisées sont configurées en fonction de votre description de poste et comprendront des questions sur toutes les compétences indispensables que vous spécifiez.

Avez-vous en place des fonctionnalités anti-chétion ou de proctorisation?

Nous avons les fonctionnalités anti-modification suivantes en place:

Questions non googléables
IP Proctoring
Proctoring Web
Proctoring webcam
Détection du plagiat
navigateur sécurisé

En savoir plus sur les fonctionnalités de Proctoring.

Comment interpréter les résultats des tests?

La principale chose à garder à l'esprit est qu'une évaluation est un outil d'élimination, pas un outil de sélection. Une évaluation des compétences est optimisée pour vous aider à éliminer les candidats qui ne sont pas techniquement qualifiés pour le rôle, il n'est pas optimisé pour vous aider à trouver le meilleur candidat pour le rôle. Ainsi, la façon idéale d'utiliser une évaluation consiste à décider d'un score de seuil (généralement 55%, nous vous aidons à bencher) et à inviter tous les candidats qui marquent au-dessus du seuil pour les prochains cycles d'entrevue.

Pour quel niveau d'expérience puis-je utiliser ce test?

Chaque évaluation ADAFACE est personnalisée à votre description de poste / Persona de candidats idéaux (nos experts en la matière choisiront les bonnes questions pour votre évaluation de notre bibliothèque de 10000+ questions). Cette évaluation peut être personnalisée pour tout niveau d'expérience.

Chaque candidat reçoit-il les mêmes questions?

Oui, cela vous permet de comparer les candidats. Les options pour les questions du MCQ et l'ordre des questions sont randomisées. Nous avons Anti-Cheating / Proctoring en place. Dans notre plan d'entreprise, nous avons également la possibilité de créer plusieurs versions de la même évaluation avec des questions de niveaux de difficulté similaires.

Je suis candidat. Puis-je essayer un test de pratique?

Non. Malheureusement, nous ne soutenons pas les tests de pratique pour le moment. Cependant, vous pouvez utiliser nos exemples de questions pour la pratique.