What We Can Learn From the Most Popular Video Tutorials

You can think of CRM as a mountain: there are different paths to reach the summit. Some may be steeper, with fewer overall steps but a more difficult ascent. Some may be more gradual and sloping. In the end, you ascend to the same height, but there are difficult steps, there are impasses, and there are slippery sections. Users, unsurprisingly, have trouble ascending the mountain. They need tutorials. Here, we took a look at the most popular video tutorials for Salesforce, Microsoft Dynamics and Oracle CRM in the past year. The popularity of these videos (judged by the number of page views in the last year) reflects just how much these issues are real pain points for users during their onboarding experiences.

Takeaways from the Most Popular Salesforce Tutorial Videos

1. With so many piecemeal cloud services, users have a hard time seeing the big picture. The first part is seeing the different puzzle pieces and then putting them together to create the full picture. The tutorials included overviews of Salesforce’s main three different cloud-based services: the Sales Cloud, the Service Cloud for customer service, and the Marketing Cloud. 2. Users, especially Millennials, are on the move and they want to know if their CRM can come along for the ride. Tutorials addressed the issue of accessibility.Salesforce is accessible from both laptops and desktops, as well as mobile hardware like tablets and cellphones. 3. When using different applications, it can be hard to keep multiple calendars straight, resulting in double bookings, missed appointments, or worse. One tutorial showed howSalesforce can be synced to Google Calendar through the “calendar sync settings” tab. You can sync appointments and schedules from Salesforce to google calendar, from google calendar to Salesforce, or even bi-directionally. 4. Users work on the go and they can’t always count on having their laptops accessible, which can cut them off from analytics and data. A tutorial described howSalesforce Wave, a new analytics tool, is built to facilitate an easy mobile experience. From automated analytics that run every 24 hour after the first data flow, to easy integration with third-party apps, Wave is a powerful tool. 5. Users are worried about security. How can they be sure everyone with access to the software has the company’s best interests at heart? One tutorial described the security features in Administrators can implement IP restrictions and limited login hours to limit access to the database, with organization wide defaults and profile based security.

Takeaways from the Most Popular Microsoft Dynamics Tutorial Videos

1. Users don’t want to waste their time trying to find something, scrolling through endless menus. One tutorial covered the functionality of Microsoft Dynamic’s new search function. The multiple entry quickfind can find a contact or client in both the web application and outlook with one search. Additionally, it displays associated opportunities and cases for said contact, again simplifying the process. The advanced find function is in the global navigation bar, not in the command bar as in previous editions. 2. Users don’t want to spend a long time on repetitive tasks. They want shortcuts. One tutorial shows how Dynamics simplifies record entry when updating a large number of records in Dynamics, rather than editing one-by-one, users can select an entire grid and make the edit once. Dynamics will update the row with the new information. This can be very useful when dealing with large forecasts, event management, or other situations with large amounts of repetitive data. 3. Managers want to make tutorials for their employees without needing a degree in video editing. One tutorial outlined the capabilities of the customizable training kit from the Dynamics website. The training kit comes with a series of templates for PowerPoint slides and other presentations with fully modifiable text sections and images. 4. Users want a clear way to visualize corporate hierarchies, without resorting to descriptive text or awkward hacked-together charts. One tutorial covered how to use Dynamics to display With hierarchy enabled identities, you can see a graphical map or tree of a set of entities and their associated accounts, products, cases, quotes, contacts, campaigns, opportunities, and users, all color coded by relationship. You can only link entities to entities of the same type, but it does support custom entities. 5. Users want an intuitive scheduling system that explicitly distinguishes between open and unavailable times. One tutorial outlined how when making a service appointment,Dynamics displays all appointments people have booked through the system. White blocks in a schedule represent booked/unavailable times, and gray blocks represent available times. 6. Users want their front page to fit their needs. One tutorial outlined how the Dynamics front page can be customized. The user has the option to set up hotlinks to reports and other pages they wish to access. The front page has a section for time management entries, for financial details in the current pay period, and for the status of active requisitions.

Takeaways from the Most Popular Oracle CRM Tutorial Videos

1. Users want to be able to see which agents are currently occupied. One tutorial showed how to display availability of all customer service agents, all inbound and outbound calls, and the current status of every employee (are they currently fielding a call?). 2. Users want to be able to take their data on the go, and access it from outside the database. One tutorial showed how from the financials section of the program, one can set up tasks and lists, manage related business objects, and, crucially, download PDFs of the financial data. 3. As discussed, users may be on the go and only have access to a cell phone. They need as much mobile functionality as possible, even when they don’t have a signal. One tutorial outlined how withDisconnected Mobile Sales, one can capture the information from a sales call through their table. Disconnected Mobile Sales will automatically associate the data with the right client and the right call, and synch it to the CRM software on demand when possible. 4. Oracle’s licensing system is extremely detailed and not the simplest. Several tutorials discussed how to complete the full deactivation process when removing a user from the Oracle database. 5. Power users want a high degree of customization that lets them tailor the program to their tastes. One tutorial portrayed Oracle CRM as essentially an open sandbox: you can decide what every button does. 6. One of the most popular tutorials guides users through the most basic 1-2-3s of onboarding steps, like creating new users. The tutorial guides users through the“Create Users” function. From there, you can choose to create users or superusers, and assign their account preexisting rules. If necessary, you can create new, custom rules, and then assign them to new users. While navigating CRM software is never entirely hassle-free, there’s no reason it can’t be a relatively smooth process. These tutorials are a great way to find out the shortcuts and quirks of CRM programs, saving yourself time and headaches down the road. If you’re experiencing a problem, you’re almost certainly not the first person to do so, and most likely, the solution is already out there.  
Megan Wilson is user experience specialist & editor of UX Motel. She is also the Quality Assurance and UX Specialist at WalkMe Megan.w(at)walkme.com