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Year: 2023

Implementation

UAT is Designed for Successful Dynamics 365 Implementations, Not for Training

A critical step in the Dynamics 365 deployment process is user acceptance testing (UAT) to check that the system satisfies the needs and specifications of the end users. But a widespread misperception is that UAT also acts as a period of user training. This is a false assumption that has to be refuted. End user training should not be done during UAT because doing so can hurt the implementation’s chances of being successful.

The main goal of UAT is to test the entire process, find any problems or faults, and take action to fix them. It is now up to the users to check the functionality of the system, offer suggestions, and guarantee that it complies with their particular business procedures. When UAT is viewed as training, the importance of thoroughly testing the system is lost, which compromises the testing effort.

Additionally, if users see UAT as a chance for training, they might utilize workarounds or recall problems from testing, which can cause confusion and inefficiencies once the system goes live. UAT is intended to identify and address these problems, not as a platform for system usage training. Appropriate training and change management activities should be carried out separately to make sure that users are sufficiently prepared for the go-live phase.

The difference between UAT and end user training must be emphasized. While training should concentrate on showing users how to efficiently use the system after go-live, UAT should be viewed as a specialized testing phase to validate the system’s functionality. Organizations face the danger of deploying a system that hasn’t been well tested and might not satisfy user requirements if they treat UAT as training.

In conclusion, it is crucial for the effective execution of Dynamics 365 implementations to comprehend the goal of user acceptance testing (UAT) and its distinct distinction from end user training. Organizations may guarantee that the system is thoroughly validated, problems are fixed, and users are well prepared for the go-live phase by recognizing UAT as a separate testing phase. Organizations may enhance the effectiveness of their software implementations and conduct the most productive UAT sessions possible by making this important distinction.

Check out our podcast episode to learn more!

Planning and Executing the Best User Acceptance Testing Sessions

Training

Maximizing Potential: Empowering Users through a Train the Trainer Program

It is crucial to give end users the abilities and knowledge they need to efficiently use software tools and procedures in the quickly changing corporate environment of today. Implementing a ‘Train the Trainer’ program is one efficient way to accomplish this. Organizations may empower their employees and streamline the training process by utilizing internal resources to their full capacity and giving them the chance to become trainers. This blog discusses the advantages of Train the Trainer programs and emphasizes how important they are for empowering end users to reach their full potential.

When implemented correctly, Train the Trainer programs offer many benefits to both individuals and companies. One of the main advantages is the chance for professional development that these programs provide. Frequently, individuals who weren’t initially chosen to be trainers can raise their hands to take part in the program. Through this inclusive approach, people in a variety of positions can improve their training skills, promoting both personal and professional growth.

Additionally, Train the Trainer courses give participants new abilities that enable them to lead within their teams. People who are enthusiastic about teaching others how to use particular tools or procedures might use their knowledge to promote improved acceptance and utilization. This not only improves their personal professional standing but also boosts the organization’s general productivity and effectiveness.

Furthermore, these programs address the challenge faced by learning and development teams in large organizations. With a wide array of software tools and continuous training requirements, it is often impractical for dedicated teams to develop extensive training programs for every individual software application. Train the Trainer programs tap into the knowledge and experience of employees who are already adept at using these tools, reducing the burden on the learning and development team while ensuring effective training delivery.

It is essential to have supervision and support from personnel who can guarantee the program’s success while implementing Train the Trainer programs. The program’s value is maximized for the participants and the organization as a whole by hiring competent trainers to provide direction and help.

In conclusion, Train the Trainer initiatives offer a compelling strategy for equipping end users with efficient training. Organizations may guarantee that their staff have the abilities needed to make the most of software tools and procedures by offering growth opportunities, encouraging leadership roles, and utilizing internal resources. This strategy not only improves each person’s career chances but also helps the organization as a whole succeed and be more productive. Implementing a well-done Train the Trainer program is a long-term investment that helps firms remain adaptable and competitive in a constantly changing business environment.

Check out our training topic podcast episodes to learn more!

Customer Service

Revolutionizing Customer Service Management: Real-time Tools for Supervisors

Effective management is essential in today’s fast-paced customer service industry to guarantee customer happiness and team efficiency. Technology improvements have given managers access to strong tools that let them help and monitor their teams in real time. We will examine the manager tools available in Dynamics 365 Customer Service and how they transform team management in this blog article.

The ability to listen in on ongoing discussions between agents and clients is one of the most important tools accessible to supervisors. OmniChannel offers a feature where supervisors have the option to join ongoing conversations, whether they are taking place over the phone or in a web chat. During these chats, a built-in dashboard offers information into consumer sentiment, enabling managers to spot possible problems. Supervisors can pick the conversation and start listening if the tone takes a turn for the worse.

The supervisor can choose from a number of interaction choices while monitoring. They can get a transcription of current phone calls or listen in immediately to gain important context. Supervisors can read the complete chat in the case of web chat. Importantly, a pop-up message informs the agents of the supervisor’s presence, promoting transparency and enhancing teamwork. Supervisors can also offer direction and support using chat messages within the OmniChannel interface to ensure seamless collaboration.

While there are no built-in alerts for negative sentiment, it is possible to set up custom notifications with additional configuration using Power Automate. This feature helps supervisors to be alerted when client conversations need their attention, which improves their capacity to deal with problems quickly. OmniChannel is a useful tool for managers to use when leading their teams because of its monitoring features and notifications.

The benefits do not stop with just current client conversations, they are also offer value to junior team members throughout training, coaching, and management interaction. These features can be used by managers to offer real-time direction and assistance, revolutionizing the way teams are managed. Supervisors are better equipped to provide timely support and step in when they can see what is going on in a conversation right away. This feature is especially useful in distant work settings where managers are unable to see how their teams communicate in person. These tools’ accessibility equips managers to adjust to shifting workplace dynamics and uphold a high degree of support for their teams.

Additionally, these instruments significantly enhance quality control procedures. Managers are asked to listen to recordings of calls and provide agents feedback days or weeks after the call had occurred. The agent’s memory of the interaction and the feedback received were frequently out of sync as a result of this delayed input. Supervisors are able to provide fast feedback based on real-time sentiment analysis when they have the opportunity to listen in on talks. This makes sure that agents receive feedback when the situation is top of mind, which improves performance and increases job satisfaction.

Supervisors have access to a number of revolutionary features through the manager tools accessible in Dynamics 365 Customer Service, particularly through the OmniChannel app. The way teams are managed has undergone a transformation due to the capability of monitoring current conversations, receiving real-time insights into consumer sentiment, and offering rapid support. Regardless of their location, these technologies enable training, mentoring, and assistance for agents. Supervisors can enhance team performance, raise customer happiness, and respond to the changing needs of the customer service environment by utilizing these technologies. These tools are crucial for efficient management and creating excellent customer experiences as customer service continues to develop.

Check out our podcast episode to learn more!

OMNICHANNEL OVERLOAD – Learn How Omnichannel Amplifies the Customer Service Experience

Customer Service

Key Considerations for Dynamics 365 Customer Service Success

Establishing an efficient customer service system is essential to increase customer satisfaction and preserve solid connections. Dynamics 365 Customer Service provides a comprehensive solution for customer service management, but there are a number of things to take into account before putting it into use. We will review the important items to think about while setting up Dynamics 365 Customer Service.

Considerations for Setting up Customer Service

Licensing and Functionality

The licensing for the Dynamics 365 OmniChannel app is separate from the licensing for Customer Service. To make the OmniChannel features available, organizations must buy both licenses. Personal phone lines can be set up through Teams, but OmniChannel functionality requires additional licenses for customer support and digital messaging. To ensure cost-effectiveness, it is crucial to assess the additional license costs and identify the precise user requirements.

Cost

Each of the two licensing options—Customer Service and the OmniChannel digital add-on—costs about $100 per user per month. The entire budget needs to account for this added expense. To maximize the return on investment (ROI), it is necessary to project the number of people who will actively use the OmniChannel capabilities.

Call Center Size and Complexity

Microsoft is targeting larger businesses with complicated needs for the OmniChannel add on feature of Dynamics 365 Customer Service. The Microsoft 365 stack includes choices for small enterprises, such as Teams and Power Apps, but Dynamics 365’s full capabilities are best suited for bigger teams with complex customer care scenarios. Consider the size and needs of your business to see if the extensive features of Dynamics 365 Customer Service are a fit.

Efficiency and Automation

Features for automation are available in Dynamics 365 Customer Service, which can greatly increase productivity. Power Virtual Agents (PVA) can be used to conduct first client encounters which saves agents’ time from having pointless talks. Organizations can speed up customer interactions, maximize agent productivity, and improve overall efficiency by automating some duties and deploying Power Virtual Agents.

Dynamics 365 Customer Service implementations need to be planned and thought out carefully. Important first steps include understanding the licensing requirements, calculating the extra expense, and determining whether the solution is appropriate given the size and complexity of your company. Additionally, utilizing Dynamics 365’s automation features can boost productivity and increase the overall customer service experience. By taking these considerations into account, businesses can make informed decisions and successfully set up Dynamics 365 Customer Service to meet their specific needs.

Check out our podcast episode to learn more!

OMNICHANNEL OVERLOAD – Learn How Omnichannel Amplifies the Customer Service Experience

Customer Service

Dynamics 365 Customer Service Routing: Optimizing Work Distribution

To deliver timely and efficient help, customer service teams must manage and route cases effectively. Organizations use Dynamics 365 Customer Service’s sophisticated routing features to streamline their service operations. In this article, we’ll look at Dynamics 365 Customer Service’s routing tools and how they can improve your customer support workflows.

Over time, the routing capabilities of Dynamics 365 Customer Service have evolved. It distinguishes between more sophisticated routing choices, such as skill-based and capacity-based routing, and conventional out-of-the-box routing, which employs a straightforward circular distribution scheme. The customer support capabilities of Dynamics 365 have been greatly improved by the integration of skill-based routing.

To meet your company’s needs, Dynamics 365 Customer Service offers a number of case distribution options. Round-robin routing, in which cases are evenly allocated among agents, is one of the fundamental techniques. The system also offers capacity routing, which makes sure that cases are sent to agents who have the most availability. However, skill-based routing is the most sophisticated and effective choice. The system intelligently routes cases to the most qualified agent by recognizing specific abilities to agents, such as experience in a certain product or service, based on the required skill set.

For more sophisticated routing scenarios, Dynamics 365 Customer Service supports enhanced queues and unified routing. Beyond standard routing rules, advanced queues offer additional parameters and functionality. Organizations can route particular records in agreement with defined criteria thanks to unified routing, which combines with advanced queues. By defining precise routing paths and streamlining their case management workflows, organizations are able to do so thanks to the hierarchical structure that comprises channels, work streams, and queues.

Dynamics 365 Customer Service’s OmniChannel provides routing via several channels of contact, including voice, chat, social media, and email. A variety of ratings or weights can be applied to each channel, enabling businesses to set priorities and distribute resources appropriately. Based on the allocated capacity units, an agent might, for instance, manage numerous chat sessions concurrently but only one phone call at a time.

A strong routing system provided by Dynamics 365 Customer Service enables businesses to effectively distribute and manage customer service issues. Round-robin, skill-based, and capacity-based routing are just a few possibilities that can help organizations streamline their processes and boost client satisfaction. Organizations can create sophisticated routing systems that fit their unique business needs by utilizing enhanced queues and unified routing. Companies can improve their customer service operations and offer outstanding support to their clients by leveraging these routing capabilities.

Check out our podcast episode to learn more!

OMNICHANNEL OVERLOAD – Learn How Omnichannel Amplifies the Customer Service Experience

Customer Service

A Strategic Guide to Efficiently Set Up Dynamics 365 Customer Service

Dynamics 365 Customer Service setup can appear to be a complex process, but with the appropriate guidance and understanding, it can be intuitive and effective to any System Administrator. We will examine the Dynamics 365 Customer Service setup procedure, highlighting the crucial processes and factors. You can bring your customer support operations to life by following Microsoft’s available resources and focusing on the state of your call center in the future.

Configuring OmniChannel for Customer Service

Dynamics 365’s OmniChannel app provides a wide variety of configuration options to tailor the customer service experience. You have the option to modify the system to meet your unique needs, from picking the hold music to deploying chatbots for chats. Although the setup procedure may appear difficult, Microsoft offers thorough documentation and support to help you every step of the way.

Strategizing for Success

It is vital to plan and determine the future status of your call center before beginning the setup. Focus on establishing a productive and customized experience for your agents while keeping in mind how you want to communicate with your customers. Based on the type of engagement, such as phone calls, web chats, or responding to cases, you may tailor agent screens with OmniChannel. You may streamline your agents’ process and increase overall productivity by making plans in advance.

User Management and Security

The Customer Service admin center showcases the most recent user management features that make it simpler to manage security and user rights. The administration procedure is made simpler by the ability to build capacity profiles, assign skills, and add users to queues in bulk. These improvements simplify the establishment of user roles and permissions within the system, saving time and effort.

Challenges and Tips for Smooth Implementation

There can be some difficulties when setting up Dynamics 365 Customer Service. It’s critical to anticipate problems and make appropriate plans for how to correct them. For instance, the sequence in which you complete specific tasks, such developing workstreams, can affect upcoming changes. It may be necessary to start over when changing some settings after they have been created. Paying close attention to the smallest details and according to suggested processes might help prevent needless setbacks.

Documentation and Resources

Although there is thorough documentation accessible on Microsoft Learn, it could take some work to find particular information. Examining the available resources, such as Microsoft’s documentation and online discussion groups, can offer insightful information and assist in overcoming difficulties during setup. It can be helpful to work with seasoned consultants and get suggestions from people who have handled similar installations.

Provisioning and configurating Microsoft Dynamics 365 Customer Service requires careful planning. Although it could appear complicated at first, with the correct strategy and tools, it transforms into an understandable and effective way to improve customer service operations. You may design a customized experience that increases agent productivity and raises customer happiness by putting a strong emphasis on future state planning, utilizing OmniChannel’s customization features, and being careful of security and user management. Dynamics 365 Customer Service will be implemented without incident if enough planning and familiarity with the system are done.

Check out our podcast episode on the same topic!

OMNICHANNEL OVERLOAD – Learn How Omnichannel Amplifies the Customer Service Experience

Administration

Admin Feast: From Starters to Mains, and Now Ashley’s Dessert of Top CRM Tips!

In this final installment of our series on CRM administration, we dig in to Ashley’s best administration advice, which reflects years of experience and the apex of our collective journey. These suggestions, like our earlier ones, aren’t ranked, but they perfectly capture the collective wisdom we’ve accumulated over time. We cordially invite our readers to take part as we unveil each gem. If you have any additional information or interesting suggestions, please add to our debate in the comments or on social media. Our CRM community thrives on shared knowledge and progressive collaboration.

Liz had already set the table with a mouthwatering entrée and discussed her administrative techniques. Ali then served up a filling main course while specializing in administrative tools. It’s time for the delicious conclusion, so let’s savor Ashley’s dessert of information.

1. Utilize an ISV where it makes sense

For CRM administrators, utilizing Independent Software Vendors (ISVs) can be a game-changer. Even though Dynamics provides a powerful platform, there are some particular requirements or peculiar processes that may be better served by specialized solutions. ISVs increase Dynamics’ versatility by offering solutions that are specialized for different sectors and business sizes. I highly recommend Data8, a tool with a focus on data duplication and validation. Data management is essential for administrators, and automating these operations can save a lot of time. Investigate AppSource for potential ISV solutions if you’re having problems. Keep in mind that the time and money saved over time can frequently make the investment in an ISV worthwhile.

2. Leverage calculated and roll-up columns

Dynamics’s roll-up and calculated columns can make managing data and doing calculations much easier. These columns automatically conduct arithmetic operations, assisting with tasks like forecasting, as opposed to relying on manual computations or external programs like Excel. Businesses can improve productivity, streamline procedures, and cut errors by combining these columns. There are restrictions on their utilization, but innovative solutions like joiner tables can increase their potential. Overall, they are useful tools that are frequently underused.

3. Take the time to rollout Business Process Flows

Business Process Flows (BPFs) are effective resources that are frequently underused. By directing users through specified processes, these flows guarantee consistency and effectiveness. BPFs can streamline user interactions by putting crucial steps at the top of the form and allowing for automation within steps. However, developing a consistent method is frequently more difficult than using technology. BPF adoption is difficult in many organizations since there is often a lack of standardized processes. Prioritizing process improvement and establishing distinct processes is essential before incorporating them into the CRM. BPFs not only simplify processes but also act as crucial onboarding resources for new hires.

4. My XrmToolBox hits

Model-driven app copier

The model-driven app copier has completely changed my life. While it may be tempting to directly customize the out of the box model-drive apps like the Sales Hub, it is advised to make your own to prevent more problems. Before, it took a lot of work to recreate these duplicate apps so they looked like the originals. The model-driven app copier, on the other hand, makes it simple to clone an app while keeping all of its features and then change it as necessary. By eliminating the bother of creating apps from start, this technology has helped me.

Recycle bin

Accidental deletions are particularly problematic in a complex system like Dynamics. Even though it’s important to inform users of the effects of deletions, mistakes do occur. In such circumstances, the recycle bin tool comes in quite handy. The recycle bin enables you to check deleted items and recover them if auditing is enabled. But it’s important to be conscious of its limitations, especially when it comes to interpersonal connections. For instance, it can be difficult to restore an account whose primary contact has been erased. The recycle bin, despite its limitations, is a crucial tool for any CRM administrator.

Bulk data updater

Large-scale data management is a typical CRM difficulty that the bulk data updater tool makes simple. This program enables updating hundreds of thousands of entries in a fraction of the time as opposed to updating records in small batches. It also provides the capability to “touch” a record, initiating business rules or workflows without really making any changes.

We’ve just finished our three-course “favorite CRM admin tips” feast, and it’s been a delicious ride. Liz gave us a pleasant appetizer demonstrating her administration best practices. In the main course, Ali served up her top administration tools. Ashley concluded with a dessert of priceless advice on using the tools Microsoft gives you. Despite the size and diversity of the Dynamics ecosystem, administrators are well-equipped to prepare for success thanks to the tools and knowledge offered. This series focused on the skill of tailoring Dynamics environments to each organization’s particular preferences in an effort to create a more enjoyable experience for end users. Although we’re clearing the table on this series, we look forward to seeing the “seasoning” of input from our readers and the Dynamics community to make our journey even more unique.

Check out our CRM Admin podcast series…

  1. Episode 1: What’s an Admin anyway?
  2. Episode 2: What team does your CRM admin belong on?
  3. Episode 3: Tips for Troubleshooting

Administration

Feasting on CRM Wisdom: Ali Serves the Main Course of Admin Tips, Seasoned with Years of Experience!

Ali provides a handpicked list from her years of experience as we continue our exploration of our top CRM admin tips. While not organized hierarchically, these ideas capture the core of our cumulative experiences over time. We encourage you, our cherished readers, to participate actively as we break down each piece of advice. If you have any additional knowledge or advice, please share it in the comments or on social media. After all, the growth of the CRM community as a whole depends on its members sharing knowledge. So, let’s go out on this illuminating journey together!

Liz served us a tantalizing appetizer with her insights on best practices for administration and her choice of tools. Now, Ali presents the main course, examining the Maker Portal, the Power Apps Grid control, and her favored XrmToolBox tool.

1. Maker Portal vs. Classic interface

For CRM administrators, The Maker Portal has distinguished itself as a better option than the traditional UI. The Maker Portal now supports the majority of the capabilities present in the old UI, along with a number of improved features. It offers a more user-friendly, drag-and-drop interface that makes editing forms and views simpler. Notably, it is quicker and doesn’t freeze during publishing, a problem with the original UI that frequently occurs. With new design features and time-saving shortcuts, new users frequently find the Maker Portal to be more user-friendly. Making the switch to the Maker Portal will improve productivity and the user experience.

2. Use the Power Apps Grid Control

The user experience in views can be considerably improved by embracing the Power Apps Grid Control. The new Power Apps Grid Control offers a more dynamic and aesthetically pleasing interface in contrast to the more common read-only grids. Users can just click a toggle to change yes/no fields, for example, rather than utilizing dropdown menus. Additionally, this grid enables option fields to be customized with colors, improving the readability of data visualization. Emojis can even be added by users to option sets to create a fun and interesting experience. However, since the font color does not vary, it is crucial to consider readability and ADA compliance while choosing colors. Overall, this grid management improves the visual attractiveness and efficiency of data interaction.

3. XrmToolBox’s Data Transporter

CRM administrators can efficiently move records between environments while retaining the original GUIDs by using the Data Transporter. This is crucial because many CRM capabilities, including business rules, workflows, and processes, are connected to these GUIDs. Manually moving records can cause linked workflows to break if there are inconsistent GUIDs. Manually moving solutions can be laborious, error-prone, and lead to missed tasks. By assuring consistent data across contexts, including business units, teams, and other crucial data, the Data Transporter corrects this. This streamlines the migration procedure and reduces the likelihood of errors. Additionally, as CRM administrators frequently use custom tables for master data lists, the tool is important for maintaining master data. Any GUID contradiction can interfere with some operations, such as viewing certain filters-specific views.

Ali served up a hearty main course, showing crucial tools and strategies that completely transform the CRM admin experience. From the user-friendly Maker Portal to the lively Power Apps Grid Control and the effective XrmToolBox’s Data Transporter, we relished every morsel. These are more than simply tools; they are evidence of the years of experience and steadfast devotion to the trade. Ashley is prepared to serve the dessert while we relax and enjoy the richness of this dinner. Prepare to dive into her best CRM admin advice, which is sure to be the tasty conclusion to our educational feast. Continue on with us on this delicious culinary learning journey!

Check out our CRM admin podcast series…

  1. Episode 1: What’s an Admin anyway?
  2. Episode 2: What team does your CRM admin belong on?
  3. Episode 3: Tips for Troubleshooting
Administration

Admin Delicacies: Starting with Liz’s Appetizer of CRM Best Practices & Tools!

In this special installment of our admin series each of us will present our top recommendations for CRM administrators. The combined knowledge and experience we’ve accumulated over the years is represented by these suggestions, which aren’t ordered in any particular order. We invite our readers to participate as we discuss each tip in detail. Please feel free to provide any further information or advice in the comments or on social media. Keep in mind that the beauty of the CRM community is in the collaboration and sharing of knowledge. Join me as we set out on this enlightening voyage!

First, Liz discusses her views on best practices for administration and her personal favorite administrative tools.

1. Don’t build directly in the Production Environment

Every CRM administrator should refrain from building straight in the production environment as it’s a risky decision. No matter the scale of the business, configuration must be done in at least one lower environment, such a development sandbox. Additionally, if you’re using several environments, make sure that any problems found there are fixed before switching to production. This tip also encompasses data modifications as well as setups and solutions. To avoid potential disruptions or data loss, test any substantial changes in a lower environment before implementing them in production.

2. Consistent form & view design

For a seamless user experience, form and view design consistency is essential. To prevent confusion and user annoyance, fields that appear on several forms should be placed consistently. For example, frequently used data like the owner field should be positioned consistently, such as in the header. In the same way, columns that appear in different views should keep the same order. Additionally, avoid making the first column in a view a lookup column that leads to a different record. Inadvertent clickers may become confused by this. Finally, avoid putting frequently changed fields in the header because doing so requires an extra step and increases the risk of users missing them.

3. XrmToolbox for admins

Attribute Usage Inspector

Have you ever wondered how often certain fields on your form are being used? Especially when users complain about the abundance of fields they never utilize? The Attribute Usage Inspector is the answer. This tool allows you to run a report on a per-table basis to determine the usage frequency of each field. Business needs evolve over time and a field that was once deemed essential during deployment might become redundant and unnecessary. With the Attribute Usage Inspector, you can make informed decisions about which fields to retain and which ones to remove.

User Settings Utility

One of the challenges CRM admins face is setting default user settings. While the out-of-the-box CRM doesn’t allow for this, the XrmToolBox’s User Settings Utility does. Instead of training each user to update their personal settings, admins can now do it for them. A notable feature of this tool is its ability to show current user settings. Simply click on a user’s name, and you’ll see their existing configurations. The XrmToolBox community is dynamic, with regular updates and enhancements to its tools. This ensures that you always have the best and latest features at your disposal.

Personal Artefact Manager / Personal View Manager

As an admin, accessing personal items like user charts or dashboards can be challenging. This becomes even more problematic when a user who has created numerous charts or dashboards leaves the organization. How do you access, clean up, or reassign these personal artefacts? The Personal Artefact Manager or Personal View Manager in the XrmToolBox is the solution. It grants admins the ability to view, manage, and reassign these personal items, ensuring continuity and organization within the CRM.

What a fascinating journey through the CRM administration halls with Liz’s excellent advice! There is always something new to learn and apply, from navigating the production environment’s nooks and crannies to the delightful discoveries in the XrmToolbox. But as the saying goes, getting there is only half the battle. Keep those digital sneakers on because Ali will be the next person in our series to continue the CRM admin tips & tricks journey! She has been eager to share her top CRM admin advice that has influenced her career. Liz’s insights were only the appetizer, prepare yourself for Ali-style CRM wisdom as the main course.

Check out our CRM admin podcast series…

  1. Episode 1: What’s an Admin anyway?
  2. Episode 2: What team does your CRM admin belong on?
  3. Episode 3: Tips for Troubleshooting

Administration

CRM Troubleshooting: Expert Tips for Quick Answers

Every CRM Administrator needs to be proficient in troubleshooting in the always changing world of technology. Finding the appropriate solutions quickly can help you deliver excellent solutions to your clients while saving you significant time. We will dive into some of the best approaches for troubleshooting.

Utilize MVP Resources

Microsoft Most Valuable Professionals (MVPs) frequently have in-depth expertise in particular fields. Visit the MVP website to learn more about MVPs and their areas of expertise. The bios, histories, and activities listed in MVP profiles often give you a sense of their level of knowledge.

Leverage LinkedIn

MVPs and other Dynamics experts typically highlight their skills on LinkedIn. You can easily determine their areas of focus by looking at their profiles. Additionally, asking questions on LinkedIn can start fruitful dialogues and put you in touch with subject-matter experts.

Forums

Microsoft Community: There is a wealth of knowledge on the Microsoft community website. Users are able to ask questions and frequently get answers from both knowledgeable advisors and Microsoft product staff. It is a rich resource that addresses a variety of subjects.

Dynamics User Group (DUG) Discussion Forums: DUG provides a dedicated forum for discussing Dynamics-related questions and issues.

Independent Blogs: Look for independent blogs when looking for information online. In the comment box, bloggers frequently interact with their readers and are happy to assist. For direct contact, you can also locate bloggers on LinkedIn.

Be Mindful of Dates

Always look up the posting and response dates on internet forums. Older solutions might not be applicable now because technology is developing quickly. Whether you come across an old post with a comparable problem, check to see if it still applies today or look for more recent conversations.

Specify Your Platform

Dynamics 365 (D365) includes a number of products. To guarantee you’re obtaining responses that are pertinent to your platform, be specific when asking questions.

A successful CRM administrator will excel at troubleshooting. You can speed up your search for troubleshooting solutions using these recommended practices, which include using MVP resources, utilizing LinkedIn, exploring forums, taking post dates into consideration, and specifying your platform. A wonderful resource at your disposal is the community’s collective knowledge, so keep up with the most recent trends and innovations. Happy resolving issues!

Check out our CRM Administration podcast series for additional insights!

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