KB Article in the user adoption equation

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Posted on by Kenneth Leong

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User Adoption.. one of the biggest problems we've been struggling in almost every major crm project. One of the key element is training, which can come in many forms you can imagine. One thing that strikes me is that, how much knowledge base article have been mentioned as part of the solution. What am i missing? is it because it's not worth using?

One VERY common error i can think of is Exception handling. Like if you encounter an exception in windows (or in dynamics even), to help user finds a solution, we're given an 8 digit hex codes and sometimes a kb article from microsoft where it states very clearly, the scenario, the cause and solution. I think that beats any documentation which focuses only happy path scenario, or step-by-step instructions on how to complete any particular business tasks. I also think this will help bring up user adoption enormously since it'll dramatically lower user frustration in learning a new system.

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