Microsoft Dynamics 365 Customer Service Functional Consultant Test

About the test:

Функциональный консультант по обслуживанию клиентов Microsoft Dynamics 365 использует вопросы с множественным выбором на основе сценариев для оценки кандидатов в их мастерстве в различных функциях обслуживания клиентов с использованием платформы Dynamics 365. Тест оценивает знания кандидатов по таким темам, как конфигурация обслуживания клиентов, управление делами, права, соглашения об уровне обслуживания (SLA), управление знаниями и вовлечение всеканала. Он также оценивает их способность проектировать и реализовать решения по обслуживанию клиентов с помощью платформы 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 Microsoft Dynamics 365 консультантs

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:

Понимание функциональных возможностей Microsoft Dynamics 365 обслуживание клиентов
Конфигурация и настройка организаций по обслуживанию клиентов
Знание лучших практик обслуживания клиентов
Возможность создавать и управлять записями корпуса
Умение создавать и управлять статьями о базе знаний
Понимание соглашений и прав на уровень обслуживания
Опыт настройки очередей и правил маршрутизации
Возможность управлять и решать проблемы с клиентами
Знание аналитики и отчетности в обслуживании клиентов
Опыт интеграции обслуживания клиентов с другими приложениями 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

Это лишь небольшая выборка из нашей библиотеки из более чем более 10000 вопросов. Фактические вопросы по этому поводу Microsoft Dynamics 365 Функциональный консультант по обслуживанию клиентов будет не подлежащим гугливым.

🧐 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

С помощью Adaface мы смогли оптимизировать первоначальный процесс отбора более чем на 75 %, высвободив драгоценное время как для менеджеров по найму, так и для нашей команды по привлечению талантов!

Brandon Lee, Глава отдела кадров, 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 Функциональный консультант по обслуживанию клиентов 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 Функциональный консультант по обслуживанию клиентов 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 Функциональный консультант по обслуживанию клиентов 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:

Понимание и настройка модулей обслуживания клиентов Microsoft Dynamics 365
Внедрение и настройка процессов обслуживания
Создание и управление делами, очередями и правилами маршрутизации
Настройка и управление правами и соглашениями об уровне обслуживания
Разработка и реализация решений по управлению знаниями
Интеграция Dynamics 365 обслуживание клиентов с другими приложениями
Настройка и расширение Dynamics 365 Обслуживание клиентов с использованием Power Apps и Power Automate
Проектирование и реализация аналитики обслуживания клиентов и отчетов
Устранение неполадок и решение технических проблем в Dynamics 365 обслуживание клиентов
Выполнение задач по миграции и интеграции данных в динамике 365 обслуживание клиентов

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 Обслуживание клиентов
Microsoft Dynamics 365 Обслуживание клиентов - это платформа CRM, которая помогает организациям управлять отношениями с клиентами. Он предоставляет инструменты для управления делами, управления базами знаний, маршрутизации и назначения, а также самообслуживания клиентов. Измерение этого навыка в тесте гарантирует, что кандидаты обладают техническими знаниями для эффективного использования и настройки возможностей обслуживания клиентов Dynamics 365. 365 относится к способности понимать и анализировать бизнес -требования и переводить их в функциональные конфигурации в системе Dynamics 365. Этот навык измеряется в тесте, чтобы оценить возможность кандидата консультировать и направлять организации о том, как наилучшим образом использовать Dynamics 365 для потребностей их обслуживания клиентов.
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 Функциональный консультант по обслуживанию клиентов to be based on.
Установка и настройка
Управление услугами
Управление делом
Управление знаниями
Управление очередей
Правила маршрутизации
Управление правами
SLAS (соглашения об уровне обслуживания)
Контактное управление
Управление аккаунтом
Управление деятельностью
Статьи о базе знаний
Функциональность поиска
Настройка представлений и форм
Монитоны и отчеты
Бизнес -процесс потоки
Шаблоны электронной почты
Соглашения уровня обслуживания
Планирование в области обслуживания клиентов
Включение мощности автоматизирует интеграция
Power BI интеграция
Динамика 365 Интеграция продаж
Динамика 365 Интеграция полевой службы
Интеграция голоса клиента
Интеграция Insight Customer Insights
Настройка форм сущности
Настройка представлений сущностей
Импорт и экспорт данных
Роли и разрешения безопасности
Управление решением
Основное редактирование и очистка данных
Интеграция с приложениями Power
Веб -ресурсы
Бизнес правила
Быстрое создание форм
Рабочие процессы
Конфигурация электронной почты
Социальное слушание
Планирование полевых услуг
Голос клиента
Интерактивный сервисный центр
Настройка командной строки
Миграция Salesforce
Настройка мобильных приложений
Конфигурация портала
Офлайн -поддержка
Валидация данных
Подключенное обслуживание клиентов
Dyn365 Connector
Сценарии полевого обслуживания
Omnichannel для обслуживания клиентов
Иерархия безопасность
Архивирование данных
Создание документов
Обследования удовлетворенности клиентов

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

Microsoft Dynamics 365 консультант
Функциональный консультант Microsoft Dynamics 365
Microsoft Dynamics 365 Консультант по обслуживанию клиентов

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

Управление и администрирование Dynamics 365 экземпляров обслуживания клиентов
Внедрение и управление безопасностью и соблюдением обслуживания клиентов
Проектирование и реализация мониторинга обслуживания клиентов и визуализаций
Настройка и управление каналами электронной почты, чата и социальных сетей в Dynamics 365 Обслуживание клиентов
Разработка и развертывание решений по обслуживанию клиентов с использованием Microsoft Azure
Внедрение и управление Omnichannel для Dynamics 365 Service Customers
Разработка и реализация решений управления полевыми услугами
Настройка и управление голосом отзывов клиентов в Dynamics 365 Обслуживание клиентов
Интеграция управления полевыми услугами с помощью службы поддержки клиентов Dynamics 365
Проектирование и реализация решений для обслуживания клиентов по обслуживанию клиентов

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Менеджеры по найму чувствовали, что с помощью технических вопросов, которые они задавали во время групповых собеседований, они могли определить, какие кандидаты имеют более высокие баллы, и отличиться от тех, кто не набрал таких же баллов. Они есть очень доволен с качеством кандидатов, включенных в шорт-лист отбора Adaface.

85%

Сокращение времени проверки

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Microsoft Dynamics 365 Customer Service Functional Consultant Hiring Test Часто задаваемые вопросы

Могу ли я объединить несколько навыков в одну пользовательскую оценку?

Да, конечно. Пользовательские оценки настроены на основе вашей должности и будут включать вопросы по всем необходимым навыкам, которые вы указываете.

Есть ли у вас какие-либо функции против Chating или Proctoring?

У нас есть следующие функции антихиализации:

Необъемлющие вопросы
IP Proctoring
Веб -прокторинг
Веб -камера Proctoring
Обнаружение плагиата
Безопасный браузер

Узнайте больше о функциях Proctoring.

Как мне интерпретировать результаты тестов?

Основная вещь, которую нужно помнить, это то, что оценка - это инструмент устранения, а не инструмент отбора. Оценка навыков оптимизирована, чтобы помочь вам устранить кандидатов, которые технически не имеют квалификации для этой роли, она не оптимизирована, чтобы помочь вам найти лучшего кандидата на роль. Таким образом, идеальный способ использования оценки - определить пороговый балл (обычно 55%, мы помогаем вам сравнить) и пригласить всех кандидатов, которые забивают выше порога для следующих раундов интервью.

На каком уровне опыта я могу использовать этот тест?

Каждая оценка Adaface настроена на ваш инструкции/ Идеальный кандидат (наши эксперты по предметам выберут правильные вопросы для вашей оценки из нашей библиотеки из 10000+ вопросов). Эта оценка может быть настроена для любого уровня опыта.

Каждый кандидат получает одинаковые вопросы?

Да, вам намного проще сравнить кандидатов. Варианты для вопросов MCQ и порядок вопросов рандомизированы. У нас есть против Chating/Proctoring. В нашем плане предприятия у нас также есть возможность создать несколько версий одной и той же оценки с вопросами аналогичных уровней сложности.