Microsoft Dynamics 365 Customer Service Functional Consultant Test

About the test:

Il test di consulente funzionale del servizio clienti Microsoft Dynamics 365 utilizza domande a scelta multipla basata su scenari per valutare i candidati sulla loro competenza in varie funzioni di servizio clienti utilizzando la piattaforma Dynamics 365. Il test valuta la conoscenza dei candidati su argomenti come la configurazione del servizio clienti, la gestione dei casi, i diritti, gli accordi a livello di servizio (SLA), la gestione delle conoscenze e l'impegno omnicanale. Valuta anche la loro capacità di progettare e implementare soluzioni di servizio clienti utilizzando la piattaforma 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 Consulente 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:

Comprensione delle funzionalità del servizio clienti Microsoft Dynamics 365
Configurazione e personalizzazione delle entità del servizio clienti
Conoscenza delle migliori pratiche del servizio clienti
Capacità di creare e gestire i registri dei casi
Abilità nel creare e gestire gli articoli della base di conoscenza
Comprensione degli accordi e dei diritti del livello di servizio
Esperienza con la configurazione di code e regole di routing
Capacità di gestire e risolvere i problemi dei clienti
Conoscenza dell'analisi e dei rapporti nel servizio clienti
Esperienza nell'integrazione del servizio clienti con altre applicazioni 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.

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The main reason we started Adaface is that traditional pre-employment assessment platforms are not a fair way for companies to evaluate candidates. At Adaface, our mission is to help companies find great candidates by assessing on-the-job skills required for a role.

Why we started Adaface

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Reason #3

Non-googleable questions

We have a very high focus on the quality of questions that test for on-the-job skills. Every question is non-googleable and we have a very high bar for the level of subject matter experts we onboard to create these questions. We have crawlers to check if any of the questions are leaked online. If/ when a question gets leaked, we get an alert. We change the question for you & let you know.

How we design questions

Questi sono solo un piccolo campione della nostra biblioteca di oltre 10.000 domande. Le domande reali su questo Microsoft Dynamics 365 Servizio clienti Test di consulente funzionale sarà non googleabile.

🧐 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 siamo stati in grado di ottimizzare il nostro processo di screening iniziale fino al 75%, liberando tempo prezioso sia per i responsabili delle assunzioni che per il nostro team di acquisizione dei talenti!

Brandon Lee, Capo del Popolo, 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 Servizio clienti Test di consulente funzionale 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 Servizio clienti Test di consulente funzionale 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 Servizio clienti Test di consulente funzionale 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:

Comprensione e configurazione dei moduli di servizio clienti Microsoft Dynamics 365
Implementazione e personalizzazione dei processi di servizio
Creare e gestire casi, code e regole di routing
Configurazione e gestione degli accordi di livello di servizio
Progettare e implementare soluzioni di gestione delle conoscenze
Integrazione del servizio clienti Dynamics 365 con altre applicazioni
Personalizzazione ed estensione Dynamics 365 Servizio clienti utilizzando le app di alimentazione e automatizzare l'alimentazione
Progettazione e implementazione dell'analisi e dei report del servizio clienti
Risoluzione dei problemi e risoluzione di problemi tecnici in Dynamics 365 Servizio clienti
Eseguire le attività di migrazione e integrazione dei dati in Dynamics 365 Servizio clienti

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 Servizio clienti
Microsoft Dynamics 365 Il servizio clienti è una piattaforma CRM che aiuta le organizzazioni a gestire le loro relazioni con i clienti. Fornisce strumenti per la gestione dei casi, la gestione della base di conoscenza, il routing e l'assegnazione e il self-service dei clienti. La misurazione di questa abilità nel test assicura che i candidati abbiano le conoscenze tecniche per utilizzare e configurare efficacemente le capacità del servizio clienti di Dynamics 365.
Consulenza funzionale
Consulenza funzionale nel contesto di Microsoft Dynamics 365 si riferisce alla capacità di comprendere e analizzare i requisiti aziendali e di tradurli in configurazioni funzionali all'interno del sistema Dynamics 365. Questa abilità è misurata nel test per valutare la capacità di un candidato di consigliare e guidare le organizzazioni su come utilizzare al meglio Dynamics 365 per le loro esigenze di servizio clienti.
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 Servizio clienti Test di consulente funzionale to be based on.
Installazione e configurazione
Gestione del servizio
Gestione del caso
Gestione della conoscenza
Gestione delle code
Regole di routing
Gestione del diritto
SLAS (Accordi a livello di servizio)
Gestione dei contatti
Gestione contabile
Gestione delle attività
Articoli della base di conoscenza
Funzionalità di ricerca
Visualizzazione e forma della personalizzazione
Dashboard e rapporti
Flussi di processi aziendali
Modelli di posta elettronica
Accordi a livello di servizio
Pianificazione nel servizio clienti
Potenza automatizzare l'integrazione
Power BI Integrazione
Dynamics 365 Integrazione delle vendite
Dynamics 365 Field Service Integration
Integrazione vocale del cliente
Integrazione delle intuizioni dei clienti
Personalizzazione delle forme di entità
Personalizzazione delle visualizzazioni delle entità
Importazione ed esportazione dei dati
Ruoli e autorizzazioni di sicurezza
Gestione delle soluzione
Modifica in blocco e pulizia dei dati
Integrazione con le app di alimentazione
Risorse web
Regole di business
Crea rapidi forme
Flussi di lavoro
Configurazione e -mail
Ascolto sociale
Pianificazione del servizio sul campo
Voce del cliente
Hub di servizio interattivo
Personalizzazione della barra di comando
Salesforce Migration
Personalizzazione dell'applicazione mobile
Configurazione del portale
Supporto offline
Convalida dei dati
Servizio clienti connesso
Connettore Dyn365
Scenari di servizio sul campo
Omnicanale per il servizio clienti
Sicurezza della gerarchia
Archiviazione dei dati
Generazione di documenti
Sondaggi sulla soddisfazione del cliente

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

Consulente Microsoft Dynamics 365
Microsoft Dynamics 365 Consulente funzionale
Microsoft Dynamics 365 Consulente del servizio clienti

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

Gestione e amministrazione di Dynamics 365 istanze del servizio clienti
Implementazione e gestione della sicurezza e della conformità del servizio clienti
Progettazione e implementazione di dashboard e visualizzazioni del servizio clienti
Configurazione e gestione dei canali di e -mail, chat e social media in Dynamics 365 Servizio clienti
Sviluppare e distribuire soluzioni di servizio clienti utilizzando Microsoft Azure
Implementazione e gestione di omnicannel per Dynamics 365 Servizio clienti
Progettazione e implementazione di soluzioni di gestione dei servizi sul campo
Configurazione e gestione della voce del feedback dei clienti in Dynamics 365 Servizio clienti
Integrazione della gestione del servizio sul campo con Dynamics 365 Servizio clienti
Progettazione e implementazione di soluzioni AI del servizio clienti

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I responsabili delle assunzioni hanno ritenuto che, attraverso le domande tecniche poste durante le interviste del panel, erano in grado di individuare quali candidati avevano ottenuto i punteggi migliori e di differenziarli da quelli che non avevano ottenuto altrettanto punteggio. Sono altamente soddisfatto con la qualità dei candidati selezionati con lo screening Adaface.

85%

Riduzione del tempo di screening

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Microsoft Dynamics 365 Customer Service Functional Consultant Hiring Test Domande frequenti

Posso combinare più competenze in una valutazione personalizzata?

Si assolutamente. Le valutazioni personalizzate sono impostate in base alla descrizione del tuo lavoro e includeranno domande su tutte le competenze indispensabili che specificate.

Hai in atto delle caratteristiche anti-cheat o procuratore?

Abbiamo in atto le seguenti caratteristiche anti-cheat:

Domande non googiche
Proctoring IP
procuratore web
Proctor di webcam
Rilevamento del plagio
Sicuro browser

Leggi di più sulle caratteristiche di procuratore.

Come interpreto i punteggi dei test?

La cosa principale da tenere a mente è che una valutazione è uno strumento di eliminazione, non uno strumento di selezione. Una valutazione delle competenze è ottimizzata per aiutarti a eliminare i candidati che non sono tecnicamente qualificati per il ruolo, non è ottimizzato per aiutarti a trovare il miglior candidato per il ruolo. Quindi il modo ideale per utilizzare una valutazione è decidere un punteggio di soglia (in genere il 55%, ti aiutiamo a benchmark) e invitiamo tutti i candidati che segnano al di sopra della soglia per i prossimi round di intervista.

Per quale livello di esperienza posso usare questo test?

Ogni valutazione di Adaface è personalizzata per la descrizione del tuo lavoro/ personaggio del candidato ideale (i nostri esperti in materia sceglieranno le domande giuste per la tua valutazione dalla nostra biblioteca di oltre 10000 domande). Questa valutazione può essere personalizzata per qualsiasi livello di esperienza.

Ogni candidato riceve le stesse domande?

Sì, ti rende molto più facile confrontare i candidati. Le opzioni per le domande MCQ e l'ordine delle domande sono randomizzate. Abbiamo anti-cheatri/procuratore in atto. Nel nostro piano aziendale, abbiamo anche la possibilità di creare più versioni della stessa valutazione con questioni di difficoltà simili.