Sorry for such a dramatic title to the article but it’s true.
Have you ever tried training your Dynamics 365 users after implementation? What happened afterwards? I bet you still kept on receiving same basic questions over and over again. Am I right?
Well, take some solace in the fact that you are not alone. This is a pretty common phenomenon that happens not just for Dynamics, but most end user enterprise software.
The reason this happens is simple:
Users don’t care about most enterprise technology.
Don’t get me wrong. They care about doing their job and using the proper tools to getting the job done, but they don’t necessarily care about the technology the way you care about it.
The users / knowledge workers want to be good at their craft whether it be selling, customer service, marketing, working in the field, or anything else in between. If they can see clearly how a tool is going to help them do their job effectively while saving them time and frustration, they will use the heck out of that tool. Conversely, if a tool just makes their job harder and gets in the way, they will find ways around it. In fact, that’s just how All of us work actually, don’t we?
So if thoroughly training Dynamics 365 users is not the answer then what is, you ask…?
Make it easy for your users to discover help at their moment of need, within the flow of their work and in context of their own environment.
Want to see what that looks like? Head on over to VisualSP and see it in action.
