This 11-page guide will introduce you to digital transformation and offer ideas for leveraging today’s technological innovations to reimagine the way your company operates.
A Complete Guide to Dynamics 365 Learning Paths
User adoption is critical for any software deployment. It is one of the biggest concerns – how will users adapt to the tool? Will it be heavily used? How will we train our users? What about new users to the company after our initial launch? How will new employees be on boarded? Learning Paths help long term training of your Microsoft Dynamics 365 Customer Engagement solution.
In this blog, we will explore Learning Paths by building upon the Claims entity built earlier. In this scenario, we have gathered requirements from the Claims department of a Medical Insurance provider, and have built a custom entity, with a Business Process Flow. Similar to the Business Process Flow, Learning Paths help us guide the user through a set of steps; however, Learning Paths focus on the “how” (“how do I use this tool”), while Business Process Flows focus on the “what” (“what data needs to be entered on a Claim record?”).
What are Learning Paths?
Learning Paths are self-paced help for End Users. Users can opt-in or opt-out of Learning Paths (default for new users should be opt-in), and when they feel comfortable with the tool, they can opt-out and no long receive hints throughout the system.
Learning Paths assist with introductory content such as navigating through the system, creating their first record, or updating record information. It also allows for a more personalized experience – a guide through the system rather than only having access to static white-sheets on How-To.
Unlike the Sitemap Designer or the Business Rule Designer, Learning Paths are not configured within the Solution – it is within the Content Library. The Content Library lets you define and publish Guided Tasks and help Sidebars.
Scenario: Claim Creation Guided Task
In this scenario, you are a System Administrator who is working with the Training Lead under supervision of the Organizational Change Management Specialist. Up until this point, we have gathered requirements from the business, built a custom Claims entity, added a business process flow, and now we need to train the users.
For any new deployment, it is recommended to have an Organizational Change Management approach in order to communicate with end users, organize training delivery, and understand the change impact. Usually OCM is important throughout the entire deployment. Learning Paths do not replace OCM – they complement an OCM strategy by provided another tool available for training, both for current users and for future employees. In this example, our OCM approach includes communications, live training sessions, and Learning Paths.
The Learning Path we will set up will guide a user through the initial claim setup.
Step 1: Enable Learning Paths
As a System Administrator, you will need to go to Settings -> Administration -> System Settings to confirm Enable Learning Path is yes and Enable Learning Path Authoring is yes. Note: you cannot have both Global custom Help URL yes and Learning Path yes.
Once complete, you will need to navigate to the Admin portal. Find the Groups section and add users to the Learning Path Authors security group. This will grant users the ability to edit Learning Path Content within the Content Library (without this role, they cannot access the Content Library).
Step 2: Navigate to Content Library
Content Library can be access through the sitemap (Training -> Content Library) or through the Help Sidebar (Content Library). Once open, you will see a green section above your CRM screen with Learning Path Content. Click on Guided Task.
Step 3: Add Guided Task
Guided Task will show a side panel on the left hand side with options for the Learning Path.
For our example, we will set the Name as Claims Details, the Client will stay the default (web client), we will change the Guided Task Opens When to Page Loads (options include Page Loads, Link is Clicked, and Help Button is Clicked – for help Sidebar), we will keep the lifecycle stage as Default, and change the Dynamics 365 Security Role to All.
Now we can add Guided Task Steps. There are four options: Step with Next Button, Step with User Action, User Action with Next Button, and Learning Step. The easiest to set up is the Step with Next Button. Click this Step and Drag-and-Drop it into CRM (do not worry if it is in the wrong location, you can move it later).
One of the steps I created for this example includes confirming Origin on the Claim record. First, click and drag the Step with Next Button until the blue bar is around the Origin field. Within the Guided Task Step, you can add video or text, change the font, include hyperlinks… you can get very detailed and provide a lot of rich content.
At the end, I created a Guided Task with three Steps: Add Claim Details (claim title and customer), Origin (confirm origin correct), and Add Activities (call the customer to collect more claim information).
Step 4: Publish and Test
When ready, Publish your Guided Task. Microsoft provides a very awesome feature – publishing to different environments. This means you could publish lots of Learning Paths to a Training environment and only a smaller subset to Production.
Navigate back to CRM to see what your Guided Task looks like. In our scenario, the confirm Origin looks like this to end users:
You do not need to be a System Administrator to produce Learning Path Content – Steps 2-4 can be completed by users who are in the Learning Path Authors security group.
Additionally, you can opt-out of Learning Paths through personal settings:
Awesome! How do I get started?
For new deployments, it is good to have an Organizational Change Management approach defined, where Learning Paths are a supplemental tool used for training and content retention. During the User Acceptance Testing process, you will notice areas that are trickier for users to navigate – these would be great areas for a Guided Task or a help Sidebar – perhaps with a link to a quick video on how to complete the step.
For post-go-live adoption issues, it is recommended investigating why the tool is not being adopted – is it training based? Is the tool too complicated and needs to be simpler to navigate and use? There are many possible reasons for poor adoption. If it is training based (the tool is accurate for the business model and users see the value of using CRM but do not know how), then learning paths might be a good fit.
In either situation, Hitachi Solutions can help you with Organizational Change Management and training so that your Dynamics 365 tool is highly adopted. Contact Hitachi Solutions for more information.