Microsoft Dynamics 365 Customer Service Functional Consultant Test

About the test:

O teste de consultor funcional do Microsoft Dynamics 365 do atendimento ao cliente usa perguntas de múltipla escolha baseadas em cenário para avaliar os candidatos sobre sua proficiência em várias funções de atendimento ao cliente usando a plataforma Dynamics 365. O teste avalia o conhecimento de tópicos dos candidatos, como configuração de atendimento ao cliente, gerenciamento de casos, direitos, acordos de nível de serviço (SLAs), gerenciamento do conhecimento e engajamento omnichannel. Ele também avalia sua capacidade de projetar e implementar soluções de atendimento ao cliente usando a plataforma 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 Consultor da 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:

Compreendendo as funcionalidades do Microsoft Dynamics 365 Atendimento ao cliente
Configuração e personalização de entidades de atendimento ao cliente
Conhecimento das melhores práticas de atendimento ao cliente
Capacidade de criar e gerenciar registros de casos
Habilidade na criação e gerenciamento de artigos da base de conhecimento
Compreensão dos acordos e direitos ao nível de serviço
Experiência em configurar filas e regras de roteamento
Capacidade de gerenciar e resolver problemas do cliente
Conhecimento de análise e relatórios em atendimento ao cliente
Experiência na integração de atendimento ao cliente com outros aplicativos da 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

Estes são apenas uma pequena amostra da nossa biblioteca de mais de 10.000 perguntas. As perguntas reais sobre isso Microsoft Dynamics 365 Teste de consultor funcional de atendimento ao cliente será não-googleable.

🧐 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

Com o Adaface, conseguimos otimizar nosso processo de seleção inicial em mais de 75%, liberando um tempo precioso tanto para os gerentes de contratação quanto para nossa equipe de aquisição de talentos!

Brandon Lee, Chefe de Pessoas, 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 Teste de consultor funcional de atendimento ao cliente 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 Teste de consultor funcional de atendimento ao cliente 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 Teste de consultor funcional de atendimento ao cliente 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:

Compreendendo e configurando os módulos de atendimento ao cliente do Microsoft Dynamics 365
Implementando e personalizando processos de serviço
Criação e gerenciamento de casos, filas e regras de roteamento
Configurando e gerenciando direitos e acordos de nível de serviço
Projetando e implementando soluções de gerenciamento de conhecimento
Integração do Dynamics 365 Atendimento ao cliente com outros aplicativos
Atendimento ao cliente Dynamics 365 Customing and Thounding Dynamics usando aplicativos de energia e energia
Projetando e implementando análise de atendimento ao cliente e relatórios
Solução de problemas e resolução de problemas técnicos no Dynamics 365 Atendimento ao cliente
Executando tarefas de migração de dados e integração no Dynamics 365 Atendimento ao 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?

Consultoria funcional
Consultoria funcional no contexto da Microsoft Dynamics 365 refere -se à capacidade de entender e analisar os requisitos de negócios e traduzi -los em configurações funcionais no sistema Dynamics 365. Essa habilidade é medida no teste para avaliar a capacidade de um candidato de aconselhar e orientar as organizações sobre como utilizar melhor a Dynamics 365 para suas necessidades de atendimento ao 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 Teste de consultor funcional de atendimento ao cliente to be based on.
Instalação e configuração
Gerenciamento de serviços
Gestão de caso
Gestão do conhecimento
Gestão de filas
Regras de roteamento
Gerenciamento de direitos
SLAs (acordos de nível de serviço)
Gerenciamento de contato
Gerenciamento de contas
Gerenciamento de atividades
Artigos da base de conhecimento
Funcionalidade de pesquisa
Visualizações e formas personalização
Painéis e relatórios
Fluxos de processo de negócios
Modelos de e -mail
Acordos de Nível de Serviço
Agenda no atendimento ao cliente
Power Automation Integration
Power BI integração
Integração de vendas Dynamics 365
Integração de serviço de campo Dynamics 365
Integração de voz do cliente
Integração de insights do cliente
Personalização de formulários de entidade
Personalização de visualizações de entidade
Importação e exportação de dados
Funções de segurança e permissões
Gerenciamento de soluções
Edição em massa e limpeza de dados
Integração com aplicativos de energia
Recursos da Web
Regras do negócio
Formulários de criação rápida
Fluxos de trabalho
Configuração de email
Escuta social
Programação de serviços de campo
Voz do cliente
Hub de serviço interativo
Personalização da barra de comando
Migração do Salesforce
Personalização de aplicativos móveis
Configuração do portal
Suporte offline
Data de validade
Atendimento ao cliente conectado
Conector Dyn365
Cenários de serviço de campo
Omnichannel para atendimento ao cliente
Segurança da hierarquia
Arquivamento de dados
Geração de documentos
Pesquisas de satisfação do cliente

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

Consultor da Microsoft Dynamics 365
Microsoft Dynamics 365 Consultor funcional
Consultor de atendimento ao cliente da 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

Gerenciando e administrando Dynamics 365 Instâncias de atendimento ao cliente
Implementando e gerenciando a segurança e conformidade do atendimento ao cliente
Projetando e implementando painéis e visualizações de atendimento ao cliente
Configurando e gerenciando canais de mídia de e -mail, bate -papo e mídia social em Dynamics 365 Atendimento ao cliente
Desenvolvendo e implantando soluções de atendimento ao cliente usando o Microsoft Azure
Implementando e gerenciando Omnichannel para Dynamics 365 Atendimento ao cliente
Projetando e implementando soluções de gerenciamento de serviços de campo
Configurando e gerenciando a voz do feedback do cliente no Dynamics 365 Atendimento ao cliente
Integrando o gerenciamento de serviços de campo com o Dynamics 365 Atendimento ao cliente
Projetando e implementando soluções de AI de atendimento ao cliente

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Os gerentes de contratação sentiram que, por meio das perguntas técnicas feitas durante as entrevistas do painel, foram capazes de dizer quais candidatos tiveram melhores pontuações e diferenciaram aqueles que não tiveram pontuações tão boas. Eles são altamente satisfeito com a qualidade dos candidatos selecionados na triagem Adaface.

85%

Redução no tempo de triagem

Veja o estudo de caso completo

Microsoft Dynamics 365 Customer Service Functional Consultant Hiring Test Perguntas frequentes

Posso combinar várias habilidades em uma avaliação personalizada?

Sim absolutamente. As avaliações personalizadas são configuradas com base na descrição do seu trabalho e incluirão perguntas sobre todas as habilidades obrigatórias que você especificar.

Você tem algum recurso anti-trapaça ou procurador?

Temos os seguintes recursos anti-trapaça:

Perguntas não-goleadas
IP Proctoring
Web Proctoring
Proctoring da webcam
Detecção de plágio
navegador seguro

Leia mais sobre os Recursos de Proctoring.

Como interpreto as pontuações dos testes?

O principal a ter em mente é que uma avaliação é uma ferramenta de eliminação, não uma ferramenta de seleção. Uma avaliação de habilidades é otimizada para ajudá -lo a eliminar os candidatos que não são tecnicamente qualificados para o papel, não é otimizado para ajudá -lo a encontrar o melhor candidato para o papel. Portanto, a maneira ideal de usar uma avaliação é decidir uma pontuação limite (normalmente 55%, ajudamos você a comparar) e convidar todos os candidatos que pontuam acima do limiar para as próximas rodadas da entrevista.

Para que nível de experiência posso usar este teste?

Cada avaliação do Adaface é personalizada para a descrição do seu trabalho/ persona do candidato ideal (nossos especialistas no assunto escolherão as perguntas certas para sua avaliação de nossa biblioteca de mais de 10000 perguntas). Esta avaliação pode ser personalizada para qualquer nível de experiência.

Todo candidato recebe as mesmas perguntas?

Sim, facilita muito a comparação de candidatos. As opções para perguntas do MCQ e a ordem das perguntas são randomizadas. Recursos anti-traking/proctoring no local. Em nosso plano corporativo, também temos a opção de criar várias versões da mesma avaliação com questões de níveis de dificuldade semelhantes.