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About the test:

实时聊天支持技能测试评估候选人在实时聊天支持,技术支持,客户服务,解决问题,英语理解和打字方面的能力。它通过多项选择问题评估了与这些主题相关的知识和技能。

Covered skills:

  • 电脑知识
  • 技术支援
  • 客户服务
  • 打字
  • 英语

9 reasons why
9 reasons why

Adaface Live Chat Support Skills Assessment Test is the most accurate way to shortlist 实时聊天支持代理s



Reason #1

Tests for on-the-job skills

The Live Chat Support Skills 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:

  • 快速准确的打字技能
  • 熟练提供技术支持
  • 优秀的客户服务技能
  • 流利的英语交流
Reason #2

No trick questions

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
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

这些只是我们库中有10,000多个问题的一个小样本。关于此的实际问题 实时聊天支持技能测试 将是不可行的.

🧐 Question

Easy

Configuring Load Balancing
Load Balancing
Web Hosting
Server Configuration
Solve
A client has a high-traffic website that is currently hosted on a single server. To ensure high availability and to distribute the load across multiple servers, they have decided to implement a load balancing solution.

The client has set up two additional servers identical to the original one, and all three servers are configured to serve the website. They have also set up a load balancer and updated their DNS records so that the website's domain now points to the load balancer.

Now, the client approaches you to verify the configuration. While reviewing the setup, you discover that the client hasn't configured session persistence (also known as sticky sessions) on their load balancer.

Which of the following are potential issues the client might face due to the lack of session persistence?
A: Users may experience slower website load times.
B: User sessions might be lost, causing them to be logged out unexpectedly.
C: The load balancer may not distribute traffic evenly across the servers.
D: The website may not be accessible if one of the servers goes down.
E: Users may not be able to establish a secure connection to the website.

Medium

DNS Propagation Troubleshooting
DNS
Web Hosting
Solve
You are a technical support specialist and a client contacts you reporting they are unable to access their website after changing their domain's DNS records to point to a new web host. They receive an error message stating the server's IP address could not be found.

Upon investigation, you determine that:

1. The client made the DNS changes 24 hours ago.
2. The client's device is unable to resolve the domain to the new IP address.
3. Other devices in the client's local network also can't access the website.
4. The client is able to access other websites without issues.
5. Using an external tool, you find that DNS propagation has completed in most parts of the world.

Given these facts, what should the client do to resolve the issue?
A: Wait for another 24 hours for DNS propagation to complete.
B: Update the domain's DNS records again.
C: Reset the router and clear the DNS cache on their devices.
D: Contact the new web host and ask them to check their server configuration.
E: Change the domain's DNS records to point to the old web host.

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."

Medium

Airline Operators
Solve
Four airline operators A, B, C and D operate on a popular route between 2 cities, Rome and Venice in Italy. Airline A wanted to increase the number of seats sold, so they reduced their fares for this route. Airlines B, C, D imitated this move immediately. The general belief is that the volume of air travel between Rome and Venice would increase as a result of this. Which of the following statements, if true, would add trust to the general belief?
A: All 4 airlines see increased profits.
B: Airlines start slashing rates for other routes as well.
C: A study shows that around 80% of air travel in Italy is company sponsored.
D: A study shows that air travellers in Italy are price sensitive.

Medium

Call Gurj Clooners
Solve
 image
Folks should call Gurj Clooners if they want to:

Medium

Cigarette taxation regime
Solve
Cigarettes account for only 23% of tobacco consumption, and only 16% of 250 million tobacco consumers use cigarettes. However these 16% contribute 85% of the tax revenues to the Exchequer from the tobacco sector. The punitive cigarette taxation regime has kept the tax base narrow, and lowering taxes will expand this base. Which of these best bolsters the conclusion that lowering duties will expand the tax base?
A: The cigarette manufacturers’ association has decided to indulge in aggressive promotion.

B:  Cigarette manufacturers are lobbying for a reduction on duties.

C: There is a likelihood that tobacco consumers will shift to cigarette smoking if cigarette prices reduce.

D: An increase in duties on non-cigarette tobacco may lead to a shift in favor of cigarette smoking.

E: There is a likelihood that tobacco consumers will shift to cigarettes if cigarette prices reduce.

F: A decrease in duties on non-cigarette tobacco may lead to more tobacco consumers shifting to cigarettes. 

G: Cigarette smokers are becoming increasing aware of associated health risks.

H: Increased health warnings could reduce the tax base.
🧐 Question🔧 Skill

Easy

Configuring Load Balancing
Load Balancing
Web Hosting
Server Configuration

2 mins

Technical Support
Solve

Medium

DNS Propagation Troubleshooting
DNS
Web Hosting

2 mins

Technical Support
Solve

Medium

Adapting Communication Styles
Communication
Adaptability

2 mins

Customer Service
Solve

Medium

Appropriate Apology
Customer Complaints
Communication

2 mins

Customer Service
Solve

Medium

Airline Operators

2 mins

English
Solve

Medium

Call Gurj Clooners

2 mins

English
Solve

Medium

Cigarette taxation regime

2 mins

English
Solve
🧐 Question🔧 Skill💪 Difficulty⌛ Time
Configuring Load Balancing
Load Balancing
Web Hosting
Server Configuration
Technical Support
Easy2 mins
Solve
DNS Propagation Troubleshooting
DNS
Web Hosting
Technical Support
Medium2 mins
Solve
Adapting Communication Styles
Communication
Adaptability
Customer Service
Medium2 mins
Solve
Appropriate Apology
Customer Complaints
Communication
Customer Service
Medium2 mins
Solve
Airline Operators
English
Medium2 mins
Solve
Call Gurj Clooners
English
Medium2 mins
Solve
Cigarette taxation regime
English
Medium2 mins
Solve
Reason #4

1200+ customers in 75 countries

customers in 75 countries
Brandon

借助 Adaface,我们能够将初步筛选流程优化高达 75% 以上,为招聘经理和我们的人才招聘团队节省了宝贵的时间!


Brandon Lee, 人事主管, Love, Bonito

Reason #5

Designed for elimination, not selection

The most important thing while implementing the pre-employment 实时聊天支持技能测试 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 实时聊天支持技能测试 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.

invite candidates
Reason #7

Detailed scorecards & benchmarks

查看样本记分卡
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.

test completion rate
Reason #9

Advanced Proctoring


Learn more

About the Live Chat Support Skills Online Test

Why you should use Pre-employment Live Chat Support Skills Test?

The 实时聊天支持技能测试 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:

  • 有效的打字技能,以进行快速准确的沟通
  • 熟练技术支持对故障排除和解决问题
  • 强大的客户服务能力来处理查询和解决问题
  • 有效交流的英语的出色命令
  • 使用软件和操作系统的计算机素养
  • 了解聊天支持软件以有效与客户互动
  • 熟悉客户关系管理(CRM)系统
  • 能够同时多任务和管理多个聊天对话
  • 了解互联网协议和网络
  • 了解常见的技术问题及其决议

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 Live Chat Support Skills Test?

  • 键入

    键入技能能够确定准确的能力并使用键盘快速输入信息。在实时聊天支持角色中,快速准确的打字对于对客户的查询提供及时响应至关重要。在故障排除和解决技术问题中。该技能在实时聊天支持角色中很重要,因为支持代理人需要在使用产品或服务时可能会遇到的各种技术问题为客户提供帮助。

  • 英语

    英语技能评估了候选人在英语中的熟练程度,包括语法,词汇和理解。衡量此技能是为了确保支持代理与客户之间的有效沟通,以及对客户查询的准确理解和解决。

  • 客户服务

    客户服务技能可衡量候选人的能力为客户提供出色的服务和支持。在实时聊天支持角色中,对支持代理人处理客户查询,投诉和需求专业,确保客户满意度并保持积极的品牌形象很重要。

  • 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 实时聊天支持技能测试 to be based on.

    键盘快捷键
    打字速度
    故障排除硬件问题
    软件安装
    操作系统配置
    网络故障排除
    电话礼节
    积极倾听
    与困难的客户打交道
    书面交流
    语法和标点符号
    词汇
    解决问题
    时间管理
    多任务
    解决冲突
    专业精神
    共情
    产品知识
    推销和交叉销售
    呼叫中心操作
    服务等级协定
    处理升级
    谈判技巧
    文化敏感性
    建筑融洽关系
    有效的沟通
    了解客户需求
    投诉解决方案
    反馈管理
    客户保留
    计算机硬件组件
    操作系统
    计算机网络
    数据备份和恢复
    安全工具和实践
    软件故障排除
    编程基础
    网络浏览器
    互联网协议
    电子邮件礼节
    Google Suite
    Microsoft Office Suite
    英语的拼写和语法
    听和说英语
    用英语阅读和写作
    英文句子结构
    英语的词汇
    英语的成语和短语
    英语的常见错误
    商业通信英语
    英语的正式和非正式语言
    客户满意度
    专业电话举止
    管理客户服务角色的压力
    服务恢复
    产品知识管理
    客户反馈分析
    用书面英语有效沟通
    处理客户投诉
    跨文化交际
    翻译和解释
    客户服务的软技能
    客户服务中的销售技术
    解决客户问题
    处理客户查询

What roles can I use the Live Chat Support Skills Test for?

  • 实时聊天支持代理
  • 技术支持专家
  • 客户服务代表
  • 问题解决
  • 呼叫中心代理
  • 帮助办公桌支持
  • 虚拟助手
  • 在线聊天代理
  • 客户支持助理
  • 双语支持代表

How is the Live Chat Support Skills 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

  • 有进行远程桌面会议的经验
  • 运用积极的听力技巧来理解客户的需求
  • 在提供支持时遵守公司的准则和政策
  • 能够适应不同的客户沟通方式
  • 能够在充满挑战的情况下保持平静和专业的举止
  • 展示解决问题和批判性思维能力
  • 处理外交和同理心的愤怒或困难的客户
  • 确保准确的文档和详尽的记录
  • 能够遵循脚本和准则,同时保持对话流程
  • 不断提高知识并保持行业趋势的最新状态
Singapore government logo

招聘经理认为,通过小组面试中提出的技术问题,他们能够判断哪些候选人得分更高,并与得分较差的候选人区分开来。他们是 非常满意 通过 Adaface 筛选入围的候选人的质量。


85%
减少筛查时间

Live Chat Support Skills Hiring Test 常见问题解答

我可以将多个技能结合在一起,为一个自定义评估吗?

是的,一点没错。自定义评估是根据您的职位描述进行的,并将包括有关您指定的所有必备技能的问题。

您是否有任何反交换或策略功能?

我们具有以下反交易功能:

  • 不可解决的问题
  • IP策略
  • Web Protoring
  • 网络摄像头Proctoring
  • 窃检测
  • 安全浏览器

阅读有关[Proctoring功能](https://www.adaface.com/proctoring)的更多信息。

如何解释考试成绩?

要记住的主要问题是评估是消除工具,而不是选择工具。优化了技能评估,以帮助您消除在技术上没有资格担任该角色的候选人,它没有进行优化以帮助您找到该角色的最佳候选人。因此,使用评估的理想方法是确定阈值分数(通常为55%,我们为您提供基准测试),并邀请所有在下一轮面试中得分高于门槛的候选人。

我可以使用该测试的经验水平?

每个ADAFACE评估都是为您的职位描述/理想候选角色定制的(我们的主题专家将从我们的10000多个问题的图书馆中选择正确的问题)。可以为任何经验级别定制此评估。

每个候选人都会得到同样的问题吗?

是的,这使您比较候选人变得容易得多。 MCQ问题的选项和问题顺序是随机的。我们有[抗欺骗/策略](https://www.adaface.com/proctoring)功能。在我们的企业计划中,我们还可以选择使用类似难度级别的问题创建多个版本的相同评估。

我是候选人。我可以尝试练习测试吗?

不,不幸的是,我们目前不支持实践测试。但是,您可以使用我们的[示例问题](https://www.adaface.com/questions)进行练习。

使用此测试的成本是多少?

您可以查看我们的[定价计划](https://www.adaface.com/pricing/)。

我可以免费试用吗?

我刚刚搬到了一个付费计划。我如何要求自定义评估?

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40 min tests.
No trick questions.
Accurate shortlisting.
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