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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / CRM training best prac...
Service | Customer Service, Contact Center, Fie...
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CRM training best practise?

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Posted on by PTgeed 5

Hi,

I work in learning and development at a large charity, and currently doing some market research into how CRM training is best implemented.

I would appreciate thoughts on:

How long should face to face sessions last?

Should face to face sessions focus on systems training, or on gaining buy in from staff and explaining the "why"?

Any other general advice!

Thanks

Georgia

I have the same question (0)
  • LeoAlt Profile Picture
    LeoAlt 16,331 Moderator on at

    Hi partner,

    In my opinion of view, I think system training is more important than "why" using D365.

    We can spend a little time explaining to our employees why we are using D365 and the benefits and features of D365 and then we'll focus on how to use D365 in our actual work environment and how to improve our efficiency with D365.

    Now that we're using D365, we should get our people familiar with it and practice and get used to it.

    About the training content, we could refer to the D365 documentations.

    docs.microsoft.com/.../

    Hope it helps.

    Best Regards,

    Leo

  • Suggested answer
    Jacob Efron Profile Picture
    Jacob Efron 15 on at

    Hi,

    I believe that the face to face training works better to improve knowledge. Daily assignments and reports will help in the CRM Practice. Get help from the professionals with insightful advice on best practices in CRM. 

  • Suggested answer
    Community Member Profile Picture
    Community Member on at

    Hi, Ideally I would recommend face to face training and hands-on session.

    Face to face training

    1. Usually 1-2 days of Basic Dynamics training sessions with hands-on 
      1. Functionality rundown, how it will automate the processes and bring more visibility through reporting and dashboards
      2. Automation using Workflows or may be Flows
      3. Handon session 

    But you can get online trainings and content from multiple sources

    1. Microsoft Learn - It is comprehensive content available to learn Dynamics. docs.microsoft.com/.../
    2. Youtube videos and trainings
    3. Online trainings on Lynd and Udemy. Udemy has one free course available for beginners - https://www.udemy.com/course/microsoft-dynamics-crm-introduction-course/ 

    Please mark as verified if the answer is helpful. 

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