Microsoft Dynamics 365 Customer Service Functional Consultant Test

About the test:

De Microsoft Dynamics 365 Customer Service Functional Consultant Test maakt gebruik van scenario-gebaseerde meerkeuzevragen om kandidaten te evalueren op hun vaardigheid in verschillende klantenservicefuncties met behulp van het Dynamics 365-platform. De test beoordeelt de kennis van kandidaten over onderwerpen zoals klantenserviceconfiguratie, case management, rechten, serviceniveau -overeenkomsten (SLA's), kennisbeheer en omnichannel -engagement. Het evalueert ook hun vermogen om oplossingen voor klantenservice te ontwerpen en te implementeren met behulp van het Dynamics 365 -platform.

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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 Consultants

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:

Inzicht in de functionaliteiten van Microsoft Dynamics 365 klantenservice
Configuratie en aanpassing van klantenservice -entiteiten
Kennis van best practices voor klantenservice
Mogelijkheid om casusrecords te maken en te beheren
Vaardigheid in het creëren en beheren van kennisbasisartikelen
Inzicht in overeenkomsten op serviceniveau en rechten
Ervaring met het configureren van wachtrijen en routeringsregels
Mogelijkheid om problemen met de klant te beheren en op te lossen
Kennis van analyses en rapportage in klantenservice
Ervaring met het integreren van klantenservice met andere Microsoft -applicaties

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

Dit zijn slechts een klein monster uit onze bibliotheek met meer dan 10.000 vragen. De werkelijke vragen hierover Microsoft Dynamics 365 Customer Service functionele consultanttest zal niet-googelbaar zijn.

🧐 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

Met Adaface konden we ons eerste screeningproces met ruim 75% optimaliseren, waardoor kostbare tijd vrijkwam voor zowel de rekruteringsmanagers als ons talentacquisitieteam!

Brandon Lee, Hoofd Mensen, 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 Customer Service functionele consultanttest 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 Customer Service functionele consultanttest 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 Customer Service functionele consultanttest 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:

Microsoft Dynamics 365 klantenservicemodules begrijpen en configureren
Serviceprocessen implementeren en aanpassen
Cases, wachtrijen en routeringsregels maken en beheren
Het configureren en beheren van rechten en overeenkomsten op serviceniveau
Kennisbeheeroplossingen ontwerpen en implementeren
Integratie van Dynamics 365 klantenservice met andere applicaties
Dynamiek aanpassen en uitbreiden 365 klantenservice met behulp van Power Apps en Power Automate
Het ontwerpen en implementeren van analyse en rapportage van klantenservice
Problemen oplossen en technische problemen oplossen in Dynamics 365 klantenservice
Gegevensmigratie- en integratietaken uitvoeren in Dynamics 365 klantenservice

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?

Functioneel consulting
Functioneel advies in de context van Microsoft Dynamics 365 verwijst naar de mogelijkheid om bedrijfsvereisten te begrijpen en te analyseren en te vertalen in functionele configuraties binnen het Dynamics 365 -systeem. Deze vaardigheid wordt in de test gemeten om het vermogen van een kandidaat te evalueren om organisaties te adviseren en te begeleiden over hoe ze Dynamics 365 het beste kunnen gebruiken voor hun klantenservice -behoeften.
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 Customer Service functionele consultanttest to be based on.
Installatie en installatie
Dienstbeheer
Casemanagement
Kennisbeheer
Wachtrijbeheer
Routeringsregels
Rechtbeheer
SLAS (overeenkomsten op serviceniveau)
Contactbeheer
Accountbeheer
Activiteitsbeheer
Kennisbasisartikelen
Zoekfunctionaliteit
Weergaven en formulieren aanpassing
Dashboards en rapporten
Bedrijfsprocesstromen
E -mailsjablonen
Serviceniveau -overeenkomsten
Planning in klantenservice
Power Automate Integration
Power BI -integratie
Dynamics 365 verkoopintegratie
Dynamics 365 Field Service Integration
Customer spraakintegratie
Integratie van klanteninzichten
Aanpassing van entiteitsvormen
Aanpassing van entiteitsweergaven
Gegevens importeren en exporteren
Beveiligingsrollen en machtigingen
Oplossingsbeheer
Bulkbewerking en gegevensreiniging
Integratie met Power Apps
Webbronnen
Bedrijfsregels
Snelle formulieren
Workflows
E -mailconfiguratie
Sociaal luisteren
Planning van veldservices
Stem van de klant
Interactieve servicehub
Opdrachtbalkaanpassing
Salesforce migratie
Mobiele applicaties aanpassing
Portalconfiguratie
Offline ondersteuning
Gegevensvalidatie
Verbonden klantenservice
Dyn365 -connector
Veldservicescenario's
Omnichannel voor klantenservice
Hiërarchie Beveiliging
Data -archivering
Documentgeneratie
Enquêtes van klanttevredenheid

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

Microsoft Dynamics 365 Consultant
Microsoft Dynamics 365 functionele consultant
Microsoft Dynamics 365 Customer Service Consultant

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

Het beheren en beheren van dynamiek 365 klantenservice -instanties
De implementatie en het beheren van klantenservice en naleving van klantenservice
Het ontwerpen en implementeren van klantenservice dashboards en visualisaties
E -mail-, chat- en sociale mediakanalen configureren en beheren in Dynamics 365 klantenservice
Het ontwikkelen en implementeren van klantenservice -oplossingen met behulp van Microsoft Azure
Omnichannel implementeren en beheren voor Dynamics 365 klantenservice
Field Service Service Management Solutions ontwerpen en implementeren
Voice van de feedback van de klant configureren en beheren in Dynamics 365 klantenservice
Field Service Management integreren met Dynamics 365 klantenservice
Het ontwerpen en implementeren van klantenservice AI -oplossingen

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De rekruteringsmanagers waren van mening dat ze door de technische vragen die ze tijdens de panelgesprekken stelden, konden zien welke kandidaten beter scoorden, en onderscheidden ze zich met degenen die niet zo goed scoorden. Zij zijn zeer tevreden met de kwaliteit van de kandidaten op de shortlist van de Adaface-screening.

85%

Vermindering van de screeningstijd

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Microsoft Dynamics 365 Customer Service Functional Consultant Hiring Test Veelgestelde vragen

Kan ik meerdere vaardigheden combineren in één aangepaste beoordeling?

Ja absoluut. Aangepaste beoordelingen zijn opgezet op basis van uw functiebeschrijving en bevatten vragen over alle must-have vaardigheden die u opgeeft.

Heeft u functies tegen latere of proctoring op hun plaats?

We hebben de volgende anti-cheating-functies op zijn plaats:

Niet-googelbare vragen
IP Proctoring
Web Proctoring
Webcam Proctoring
Plagiaatdetectie
Beveilig browser

Lees meer over de Proctoring -functies.

Hoe interpreteer ik testscores?

Het belangrijkste om in gedachten te houden is dat een beoordeling een eliminatietool is, geen selectietool. Een vaardighedenbeoordeling is geoptimaliseerd om u te helpen kandidaten te elimineren die niet technisch gekwalificeerd zijn voor de rol, het is niet geoptimaliseerd om u te helpen de beste kandidaat voor de rol te vinden. Dus de ideale manier om een beoordeling te gebruiken is om een drempelscore te bepalen (meestal 55%, wij helpen u benchmark) en alle kandidaten uit te nodigen die boven de drempel scoren voor de volgende interviewrondes.

Voor welk ervaringsniveau kan ik deze test gebruiken?

Elke ADAFACE -beoordeling is aangepast aan uw functiebeschrijving/ ideale kandidaatpersonage (onze experts van het onderwerp zullen de juiste vragen kiezen voor uw beoordeling uit onze bibliotheek van 10000+ vragen). Deze beoordeling kan worden aangepast voor elk ervaringsniveau.

Krijgt elke kandidaat dezelfde vragen?

Ja, het maakt het veel gemakkelijker voor u om kandidaten te vergelijken. Opties voor MCQ -vragen en de volgorde van vragen worden gerandomiseerd. We hebben anti-cheating/proctoring functies. In ons bedrijfsplan hebben we ook de optie om meerdere versies van dezelfde beoordeling te maken met vragen over vergelijkbare moeilijkheidsniveaus.