Microsoft Dynamics 365 Customer Service Functional Consultant Test

About the test:

Microsoft Dynamics 365 Kundtjänstfunktionell konsulttest använder scenariobaserade flervalsfrågor för att utvärdera kandidater om deras kunskaper i olika kundtjänstfunktioner med Dynamics 365-plattformen. Testet utvärderar kandidaternas kunskap om ämnen som kundtjänstkonfiguration, ärendehantering, rättigheter, servicenivåavtal (SLA), kunskapshantering och omnichannel -engagemang. Den utvärderar också deras förmåga att designa och implementera kundtjänstlösningar med hjälp av Dynamics 365 -plattformen.

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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 konsults

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:

Förstå funktionaliteterna i Microsoft Dynamics 365 Kundtjänst
Konfiguration och anpassning av kundservicenheter
Kunskap om kundtjänstens bästa praxis
Möjlighet att skapa och hantera ärendeposter
Färdighet i att skapa och hantera kunskapsbasartiklar
Förståelse av servicenivåavtal och rättigheter
Erfarenhet av att konfigurera köer och routingregler
Förmåga att hantera och lösa kundproblem
Kunskap om analys och rapportering i kundservice
Erfarenhet av att integrera kundservice med andra Microsoft -applikationer

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

Dessa är bara ett litet urval från vårt bibliotek med 10 000+ frågor. De faktiska frågorna om detta Microsoft Dynamics 365 Kundtjänstfunktionell konsulttest kommer att vara icke-googleable.

🧐 Question
Medium Adapting Communication Styles Communication Adaptability	Try practice test
As a customer service representative, it's crucial to adapt the communication style based on the customer's persona. Analyze the data points provided from the analytical dashboard for three customers and match the appropriate communication style for each customer persona: Customer A: Age: 42 Profession (from LinkedIn): Financial Analyst Browsing data: Frequently visits the website during office hours, spends an average of 45 seconds on each page, and often uses the search function to find specific information. Previous support requests: Sent an email inquiring about product pricing and requested a quick response; started the message with "Dear Support Team." Customer B: Age: 67 Profession (from LinkedIn): Retired School Teacher Browsing data: Spends a considerable amount of time on the website during evenings and weekends, primarily visiting the "Help" and "FAQ" sections. Searches for information on basic product usage and troubleshooting. Previous support requests: Submitted a query through the website's contact form asking for help with setting up their new device; started the message with "Hello, I hope you're well. I need some assistance with my new device." Customer C: Age: 29 Profession (from LinkedIn): Graphic Designer Browsing data: Visits the website late at night, frequently engages with interactive content, and shares company blog posts on social media. Searches for information on design tools and creative processes. Previous support requests: Sent a direct message on the company's social media page asking for a software recommendation; started the message with "Hey there! 😊 I'm looking for some advice on a design tool."
Medium Appropriate Apology Customer Complaints Communication	Try practice test
As a customer support agent for a high-end telescope manufacturing company, you receive an email from Dr. Patel regarding a telescope she purchased last month for her university's astronomy department. She mentions that during a critical observation session for their research, one of the research team members deleted the historical data by mistake because the UX was confusing. She shares this feedback with you over email. What is an appropriate apology? A. "We are deeply sorry that the historical data got deleted due to confusing UX during such a crucial experiment! It must be extremely frustrating for a team of dedicated researchers." B. "Our apologies! We truly feel terrible that your team's experiment was disrupted. As a fellow academic, it's disheartening to see your colleagues face such setbacks." C. "We are sincerely sorry for the inconvenience caused by the telescope's confusing UX. That must have been embarrassing for you." D. "Apologies! We feel awful that your team wasn't able to use the telescope correctly for their experiments. It's fortunate, though, that they have a supportive department head to help them through this."
Easy Toy is out of stock!	Try practice test
You work in a children's toy store. One afternoon you notice a customer browsing the store for 15 minutes and looking increasingly annoyed. They approach you, and ask for your help to locate a particular toy the customer wants as a gift for their kid. When you check on your computer, you come to know that the toy is currently out of stock. Which of the following responses would be the most appropriate? A: Apologize for the toy being out of stock, and suggest that they try kidstoys.com (biggest toy store in city) or another toy store. B: Share the toy model number, so that they can search for it quickly at another toy store. C: Offer to order the toy for the customer. Share how long this would take, and offer to call them when the toy arrives at the store. D: Recommend that they try the biggest branch of your store, which is a 30 min drive away.

	🧐 Question	🔧 Skill
	Medium Adapting Communication Styles Communication Adaptability	2 mins Customer Service	Try practice test
As a customer service representative, it's crucial to adapt the communication style based on the customer's persona. Analyze the data points provided from the analytical dashboard for three customers and match the appropriate communication style for each customer persona: Customer A: Age: 42 Profession (from LinkedIn): Financial Analyst Browsing data: Frequently visits the website during office hours, spends an average of 45 seconds on each page, and often uses the search function to find specific information. Previous support requests: Sent an email inquiring about product pricing and requested a quick response; started the message with "Dear Support Team." Customer B: Age: 67 Profession (from LinkedIn): Retired School Teacher Browsing data: Spends a considerable amount of time on the website during evenings and weekends, primarily visiting the "Help" and "FAQ" sections. Searches for information on basic product usage and troubleshooting. Previous support requests: Submitted a query through the website's contact form asking for help with setting up their new device; started the message with "Hello, I hope you're well. I need some assistance with my new device." Customer C: Age: 29 Profession (from LinkedIn): Graphic Designer Browsing data: Visits the website late at night, frequently engages with interactive content, and shares company blog posts on social media. Searches for information on design tools and creative processes. Previous support requests: Sent a direct message on the company's social media page asking for a software recommendation; started the message with "Hey there! 😊 I'm looking for some advice on a design tool."
	Medium Appropriate Apology Customer Complaints Communication	2 mins Customer Service	Try practice test
As a customer support agent for a high-end telescope manufacturing company, you receive an email from Dr. Patel regarding a telescope she purchased last month for her university's astronomy department. She mentions that during a critical observation session for their research, one of the research team members deleted the historical data by mistake because the UX was confusing. She shares this feedback with you over email. What is an appropriate apology? A. "We are deeply sorry that the historical data got deleted due to confusing UX during such a crucial experiment! It must be extremely frustrating for a team of dedicated researchers." B. "Our apologies! We truly feel terrible that your team's experiment was disrupted. As a fellow academic, it's disheartening to see your colleagues face such setbacks." C. "We are sincerely sorry for the inconvenience caused by the telescope's confusing UX. That must have been embarrassing for you." D. "Apologies! We feel awful that your team wasn't able to use the telescope correctly for their experiments. It's fortunate, though, that they have a supportive department head to help them through this."
	Easy Toy is out of stock!	2 mins Customer Service	Try practice test
You work in a children's toy store. One afternoon you notice a customer browsing the store for 15 minutes and looking increasingly annoyed. They approach you, and ask for your help to locate a particular toy the customer wants as a gift for their kid. When you check on your computer, you come to know that the toy is currently out of stock. Which of the following responses would be the most appropriate? A: Apologize for the toy being out of stock, and suggest that they try kidstoys.com (biggest toy store in city) or another toy store. B: Share the toy model number, so that they can search for it quickly at another toy store. C: Offer to order the toy for the customer. Share how long this would take, and offer to call them when the toy arrives at the store. D: Recommend that they try the biggest branch of your store, which is a 30 min drive away.

	🧐 Question	🔧 Skill	💪 Difficulty	⌛ Time
	Adapting Communication Styles Communication Adaptability	Customer Service	Medium	2 mins	Try practice test
As a customer service representative, it's crucial to adapt the communication style based on the customer's persona. Analyze the data points provided from the analytical dashboard for three customers and match the appropriate communication style for each customer persona: Customer A: Age: 42 Profession (from LinkedIn): Financial Analyst Browsing data: Frequently visits the website during office hours, spends an average of 45 seconds on each page, and often uses the search function to find specific information. Previous support requests: Sent an email inquiring about product pricing and requested a quick response; started the message with "Dear Support Team." Customer B: Age: 67 Profession (from LinkedIn): Retired School Teacher Browsing data: Spends a considerable amount of time on the website during evenings and weekends, primarily visiting the "Help" and "FAQ" sections. Searches for information on basic product usage and troubleshooting. Previous support requests: Submitted a query through the website's contact form asking for help with setting up their new device; started the message with "Hello, I hope you're well. I need some assistance with my new device." Customer C: Age: 29 Profession (from LinkedIn): Graphic Designer Browsing data: Visits the website late at night, frequently engages with interactive content, and shares company blog posts on social media. Searches for information on design tools and creative processes. Previous support requests: Sent a direct message on the company's social media page asking for a software recommendation; started the message with "Hey there! 😊 I'm looking for some advice on a design tool."
	Appropriate Apology Customer Complaints Communication	Customer Service	Medium	2 mins	Try practice test
As a customer support agent for a high-end telescope manufacturing company, you receive an email from Dr. Patel regarding a telescope she purchased last month for her university's astronomy department. She mentions that during a critical observation session for their research, one of the research team members deleted the historical data by mistake because the UX was confusing. She shares this feedback with you over email. What is an appropriate apology? A. "We are deeply sorry that the historical data got deleted due to confusing UX during such a crucial experiment! It must be extremely frustrating for a team of dedicated researchers." B. "Our apologies! We truly feel terrible that your team's experiment was disrupted. As a fellow academic, it's disheartening to see your colleagues face such setbacks." C. "We are sincerely sorry for the inconvenience caused by the telescope's confusing UX. That must have been embarrassing for you." D. "Apologies! We feel awful that your team wasn't able to use the telescope correctly for their experiments. It's fortunate, though, that they have a supportive department head to help them through this."
	Toy is out of stock!	Customer Service	Easy	2 mins	Try practice test
You work in a children's toy store. One afternoon you notice a customer browsing the store for 15 minutes and looking increasingly annoyed. They approach you, and ask for your help to locate a particular toy the customer wants as a gift for their kid. When you check on your computer, you come to know that the toy is currently out of stock. Which of the following responses would be the most appropriate? A: Apologize for the toy being out of stock, and suggest that they try kidstoys.com (biggest toy store in city) or another toy store. B: Share the toy model number, so that they can search for it quickly at another toy store. C: Offer to order the toy for the customer. Share how long this would take, and offer to call them when the toy arrives at the store. D: Recommend that they try the biggest branch of your store, which is a 30 min drive away.

Reason #4

1200+ customers in 75 countries

Med Adaface kunde vi optimera vår initiala screeningprocess med uppemot 75 %, vilket frigjorde dyrbar tid för både anställande chefer och vårt team för att förvärva talang!

Brandon Lee, Chef för människor, 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 Kundtjänstfunktionell konsulttest 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 Kundtjänstfunktionell konsulttest 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 Kundtjänstfunktionell konsulttest 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:

Förstå och konfigurera Microsoft Dynamics 365 Kundtjänstmoduler
Implementera och anpassa serviceprocesser
Skapa och hantera fall, köer och routingregler
Konfigurera och hantera rättigheter och avtal om servicenivå
Designa och implementera kunskapshanteringslösningar
Integrera Dynamics 365 Kundtjänst med andra applikationer
Anpassa och utöka Dynamics 365 Kundtjänst med hjälp av Power Apps och Power Automate
Designa och implementera kundtjänstanalys och rapportering
Felsökning och lösning av tekniska problem i Dynamics 365 Kundtjänst
Utföra datamigrerings- och integrationsuppgifter i Dynamics 365 Kundtjänst

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?

Funktionell konsultation
Funktionell konsultation i samband med Microsoft Dynamics 365 hänvisar till förmågan att förstå och analysera affärskrav och översätta dem till funktionella konfigurationer inom Dynamics 365 -systemet. Denna färdighet mäts i testet för att utvärdera en kandidats förmåga att ge råd och vägleda organisationer om hur man bäst kan använda Dynamics 365 för sina kundtjänstbehov.
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 Kundtjänstfunktionell konsulttest to be based on.
Installation och installation
Servicehantering
Fallhantering
Kunskapshantering
Köhantering
Routingsregler
Rättighetsförvaltning
SLA: er (servicenivåavtal)
Kontakthantering
Kontonhantering
Aktivitetshantering
Kunskapsbasartiklar
Sökfunktionalitet
Visningar och formulär anpassning
Instrumentpaneler och rapporter
Affärsprocessflöden
E -postmallar
Service Level Agreements
Schemaläggning i kundservice
Power Automate Integration
Power BI -integration
Dynamics 365 Försäljningsintegration
Dynamics 365 Field Service Integration
Kundens röstintegration
Integration av kundinsikter
Anpassning av enhetsformulär
Anpassning av enhetsvyer
Dataimport och export
Säkerhetsroller och behörigheter
Lösningshantering
Bulkredigering och datastädning
Integration med Power Apps
Webbresurser
Affärsregler
Snabba skapande formulär
Arbetsflöden
E -postkonfiguration
Social lyssnande
Fälttjänstplanering
Kundens röst
Interaktivt servicenav
Anpassning av kommandobar
Salesforce Migration
Anpassning av mobilapplikationer
Portalkonfiguration
Offline -stöd
Datavalidering
Ansluten kundservice
Dyn365 -kontakt
Fälttjänstscenarier
Omnichannel för kundservice
Hierarkisäkerhet
Dataarkivering
Dokumentgenerering
Kundnöjdhetsundersökningar

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

Microsoft Dynamics 365 konsult
Microsoft Dynamics 365 Funktionell konsult
Microsoft Dynamics 365 Kundtjänstkonsult

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

Hantera och administrera Dynamics 365 Kundtjänstinstanser
Implementera och hantera kundtjänstsäkerhet och efterlevnad
Designa och implementera kundtjänstpaneler och visualiseringar
Konfigurera och hantera e -post-, chatt- och sociala mediekanaler i Dynamics 365 Kundtjänst
Utveckla och distribuera kundtjänstlösningar med Microsoft Azure
Implementering och hantering av Omnichannel för Dynamics 365 Kundtjänst
Designa och implementera Lösningar för fälttjänsthantering
Konfigurera och hantera röst för kundåterkopplingen i Dynamics 365 Kundtjänst
Integrering av Field Service Management med Dynamics 365 Kundtjänst
Designa och implementera kundservice AI -lösningar

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De anställande cheferna upplevde att de genom de tekniska frågorna som de ställde under panelintervjuerna kunde berätta vilka kandidater som hade bättre poäng och särskiljde sig med de som inte fick lika bra poäng. Dom är mycket nöjd med kvaliteten på de kandidater som nominerades med Adaface-screeningen.

85%

minskning av screeningstiden

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Microsoft Dynamics 365 Customer Service Functional Consultant Hiring Test Vanliga frågor

Kan jag kombinera flera färdigheter till en anpassad bedömning?

Ja absolut. Anpassade bedömningar ställs in baserat på din arbetsbeskrivning och kommer att innehålla frågor om alla måste-ha färdigheter du anger.

Har du några anti-cheating eller proctoring-funktioner på plats?

Vi har följande anti-cheating-funktioner på plats:

Icke-Googleable-frågor
IP -proctoring
webbproctoring
webbkamera proctoring
Detektion av plagiering
säker webbläsare

Läs mer om proctoring -funktionerna.

Hur tolkar jag testresultat?

Det främsta att tänka på är att en bedömning är ett eliminationsverktyg, inte ett urvalsverktyg. En kompetensbedömning är optimerad för att hjälpa dig att eliminera kandidater som inte är tekniskt kvalificerade för rollen, den är inte optimerad för att hjälpa dig hitta den bästa kandidaten för rollen. Så det ideala sättet att använda en bedömning är att bestämma en tröskelpoäng (vanligtvis 55%, vi hjälper dig att jämföra) och bjuda in alla kandidater som gör poäng över tröskeln för nästa intervjurundor.

Vilken erfarenhetsnivå kan jag använda detta test för?

Varje AdaFace -bedömning anpassas till din arbetsbeskrivning/ idealisk kandidatperson (våra ämnesexperter kommer att välja rätt frågor för din bedömning från vårt bibliotek med 10000+ frågor). Denna bedömning kan anpassas för alla erfarenhetsnivåer.

Får varje kandidat samma frågor?

Ja, det gör det mycket lättare för dig att jämföra kandidater. Alternativ för MCQ -frågor och ordningen på frågor randomiseras. Vi har anti-cheating/proctoring -funktioner på plats. I vår företagsplan har vi också möjlighet att skapa flera versioner av samma bedömning med frågor om liknande svårighetsnivåer.

Jag är kandidat. Kan jag prova ett träningstest?

Nej. Tyvärr stöder vi inte övningstester just nu. Du kan dock använda våra exempelfrågor för övning.

Vad är kostnaden för att använda detta test?

Du kan kolla in våra prisplaner.

Kan jag få en gratis provperiod?

Plattformen är helt självbetjänande, så här är ett sätt att gå vidare:

Du kan registrera dig gratis för att få en känsla för hur det fungerar.
Den kostnadsfria provperioden inkluderar en provbedömning (Java/JavaScript) som du hittar i din instrumentpanel när du registrerar dig. Du kan använda den för att granska kvaliteten på frågorna och kandidaternas upplevelse av ett konversationstest på Adaface.
För att granska kvaliteten på frågorna kan du också granska våra offentliga frågor för 50+ färdigheter här.
När du är övertygad om att du vill testa det med riktiga bedömningar och kandidater kan du välja en plan enligt dina krav.