When thinking about training for Dynamics CRM users, one should consider the different degrees of training for their users. Training should be different when it comes to an administrator and a user. Training can be different depending on the type of user. Users may only need to be trained on certain modules or processes within Dynamics CRM. An admin, on the other hand, would need to be trained on all the parts of the CRM the company would use and may even need training on some configurations they could handle instead of a consultant or Microsoft partner. Some administrators are the ones to train the users, so they need a good understanding of how the users will be using Dynamics CRM.
Below we will discuss the different types of training and user-based versus administrator-based training.
Benefits of Training
Every type of user for Dynamics CRM should have access to some sort of training. Whether that is a new user or someone who has used Dynamics CRM or a similar CRM in the past. A new user should always receive training on the system before beginning their work. An experienced user should receive training or re-training, because of upgrades that may have occurred to the system or if the experienced user is new to the organization. Every organization is going to use Dynamics CRM a little bit differently. Any user or administrator needs to understand how to use it correctly, based on the company they are working for.
Users Need to Understand the Full Use and/or Potential of Dynamics CRM
The user needs to understand what they are being asked to use. They need to be trained on exactly how to use the system for their specific need and on a high-level overview of how other users will work with the system. Both user and administrator need some basic understanding of Dynamics CRM as a whole. They should know who will be using the system, what processes are involved, what processes may be getting replaced by the system, and the beginning to end workflow specific to their company. When the users understand the functionality of the system for their company they are more likely to use it to its full potential.
Users Need to Understand WHY they are using Dynamics CRM
This is similar to the previous bullet, but here we are going to discuss the difference between users and administrators. Users need to understand why they should use it. Administrators need to understand how it works.
How does this benefit the user’s company, their department, them? How can this tool help them make their job easier, faster, more organized, etc. The user should not only understand what they, specifically, are doing with the system, but what all users are doing within the system. How does upper management use this tool? How does the user input affect upper management? Explaining to the user why they are using this system could help motivate them to use Dynamics CRM to its full potential.
Training Can Lead to Increased User Motivation for Dynamics CRM
The two previous bullet points briefly discuss the information that should be shared with the user during their training of how to input data into the system. If the user is only shown the exact steps they are to perform, then they are in the dark on everything else related to Dynamics CRM. A user could quickly become accustomed to only entering the bare minimum amount of data required of them.
The more information input by users, the better a CRM performs. Giving them basic knowledge of the processes, users and reporting abilities could lead to a user adding more information than the basic requirement. If every user enters a little more than their basic required fields, this provides additional information for any other users and/or reports that upper management may be monitoring. Providing this basic knowledge to users when you provide them with user-specific training, could also help them gain a better understanding of the fields and/or forms they are required to use.
Administrator-Based Training Overview
Training for an administrator of Dynamics CRM needs to be more detailed than that of the users. The administrator will need to be trained on what each user will do and have basic knowledge of the background processes that are in Dynamics CRM. Some administrators may also want training on some of the basic configurations they could perform for the organization, such as renaming fields, adding options to pick lists, creating dashboards, etc. Training administrators may be done in a way that the administrators are the ones who then provide training to the users.
If an administrator is expected to train or support the users, they need a good understanding of how the different users are operate in Dynamics CRM. They are going to need to know how to best help users in each department and how best to configure fields or forms to work with the current business processes. So, administrators need to be trained on how to be a user as well as one step past that, in how to best manage the software.
User-Based Training Overview
User training, unlike an administrator’s training, needs to be easy to understand. When teaching the user exactly how they are to use Dynamics CRM, one should keep it easy to follow and straight to the point. As mentioned above, you want the user to have a basic overall understanding of the processes and system. An overview can help to avoid simple questions that may occur when showing them the forms and fields they may be using. The user now understands the purpose of the forms and the workflow the forms are to follow, they just need to recognize the fields to fill out and how to access the forms.
Providing users with step-by-step instructions they can refer to for simple tasks can help make users feel more secure. If they are not given a set of written instructions, having someone they can refer to, i.e. the administrator, for questions can also increase user security while using the system. Having instructions for users to refer to is helpful for not only new users, but experienced Dynamics CRM users for fields or forms that may be specific to your organization.
Summary
- Everyone needs training, new users, experienced users, administrators, etc.
- Training is not just step-by-step instructions, it is understanding how the system works and why they are using it.
- Administrators and users should be trained separately and differently
- Administrators can be future references for users
- Users like to have instructions they can refer to for future use
If your company needs Dynamics CRM training, don’t wait to reach out to KTL Solutions. Our experienced team of consultants have extensive training in Dynamics 365 and are to help you.
