What is Coaching?
Coaching is a free add-on for Dynamics 365 or CRM Online available to install from the Dynamics Marketplace. Coaching enables organizations to quickly onboard new employees by combining two popular Dynamics 365 features, Business Process Flows and the Knowledgebase.
Business Process Flows (BPF) are a great method for giving structure to business processes such as sales or customer support. By breaking out a business process, such as the lead to opportunity sales process into multiple stages and steps, you can ensure that a successful proven sales process is followed consistently by all users. However, when a new user is on-boarded to the sales team, that user will need to gain an understanding of the exact requirements for each step
As an example, during the Propose stage of an Opportunity BPF, one of the steps might be Internal Review. The BPF does not have ToolTips – so there is no help available to explain what Internal Review means. A Sales Team Leader could create a knowledgebase(KB) for the Propose stage. This article could explain in great detail management expectations for each step of the Propose Stage. The KB Article would be available in the Notes control on the Opportunity form, and the new user could open the article for guidance.
Coaching is not only for sales however. It can be exposed in any entity that uses Business Process Flows, even custom entities.
Benefits to Coaching
- Allows you to coach your sales team by being very explicit about what you want them to do and see at each stage in the sales process.
- Allows salespeople to do their jobs better and more effectively meet customer’s needs.
- Enhances business process flows.
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