With the Spring 2016 release of Dynamics CRM came a guided user experience that provides context-sensitive and interactive tasks for end users to more easily become familiar with Dynamics CRM. Remember, you can always review the features on the roadmap from this link.
What is it?
Learning Path, adds a new icon to the main navigation bar of CRM. This conversation bubble with a question mark icon will appear in the top right corner of the CRM window if you have Learning Path enabled (see below for more information about turning this feature on or off).
Clicking on this Learning Path icon will slide out a pane on the right side of the CRM window that will allow users to do the following:
- Learning Paths: These are content areas where videos, text, guided tasks, and more.
- Guided Tasks: These are step by step instructions that guide users through specific CRM tasks (see below)
- Videos: Learning path has full support for inline video within the pane that appears on the right
- Navigation: There’s the ability to navigate between pages of the Learning Path module using left / right arrows. The user can also navigate to the home page by clicking the icon of the home. And they can also “Send a Smile” or “Send a Frown” on any particular page of the Learning Path module
As users progress through Guided Tasks, their progression is saved and they’re able to see this in the learning path pane with a checkmark next to that specific task.
Guided Tasks are a way for users to learn an aspect of the CRM system, by doing it as areas of CRM are pointed out along the way. As a user completes a guided task, a checkmark appears next to the task. However the user can complete the task as many times as they’d like in case they’d want a refresher on how to complete something in CRM.
For example, if you clicked on the “Let’s go! Sales basic tour” you’d see the following set of steps in your guided task as it takes you around the basic aspects of sales within Dynamics CRM.
Enable or Disable Learning Path
Each user has the ability to disable Learning Path for themselves by clicking on the Options icon, and selecting Opt out of Learning Path or Opt in for Learning Path.
Alternatively, your system administrator can turn Learning Path on or off at an organization level by going to Settings –> Administration –> System Settings. On the General tab, Set custom Help URL section, you can toggle the setting for Enable Learning Path.
Since this is the first release of Learning Path, there are obviously some limitations. First off, this is only available for CRM Online. Like most features with Dynamics, features are released to the cloud first, and then as it makes sense, are released for CRM OnPremise.
Another limitation is that the usage metrics (who’s completed what guided task, when, and how many times) is currently not available. This could be very useful for companies that are trying to gage user adoption, as well as training opportunities for loud users who complain they don’t know how to complete a specific task, but at the same time haven’t completed the guided task that shows them exactly how to do what they’re looking for.
Finally, Learning Path isn’t currently configurable. This one probably hurts the most currently. What you’ll get out of the box is predefined learning paths for onboarding, and for those who have spun up a CRM Trial instance, they’ll get learning paths around the trial and how to convert the trial into a purchase. I see the first thing our clients will ask us as we show them this is how can we configure it, and unfortunately at the moment, the answer is you cannot. Configuration and usage metrics are two areas that Microsoft will most likely be investing in as they build out this feature in the near future.