Help Your IT Help You

“CRM is not working.” Says, Co-worker.

This, or something like this, is usually what the IT department receives whenever a User is having some sort of issue. Yes, your IT department knows a lot about computers and applications and should be able to help you fix your problem, but they by no means are they mind readers. Imagine someone coming to you asking for advice and saying, “My car isn’t working. How do you plan to resolve my issue?” Well, first you need to know what is really going on. Does the car start? Does the engine make a funny noise? Is the car veering to the left when you drive? The point I am getting at is that the cry for help is vague regarding what help is actually needed. Your IT department does want to resolve your issue so they can move on to other projects, but when they are provided with nothing to start with, you need to understand how they might be a little less than enthusiastic.

Help your IT department help you by giving them something to start with and a point of reference. If you can provide a little background as to what you were trying to do and how you were trying to do it, your IT team will have a running start to resolving your issue. Without this, we are left guessing what your actual issue was and where to even start. Were you having an issue seeing a record in CRM? Was a record not saving? Were you unable to log in, or for that matter even access the login page?

As you can see there are many different ways and levels for something to “not work”. The first step we often try is reproducing the issue so context and steps taken allow us to find the issue quicker and eliminate a ton of guess work. If you say, “I went to log in to the application but after I entered my credentials I received an error message.” Then you also provide a screenshot of said message, I assure you that your IT representative will be a lot more eager to help you with your issue and also be quicker at getting the issue fixed.

From a CRM Consultant who handles a lot of these issues, I’d like to say thank you for helping us help you, in advance.

[avatar user=”sflorance” size=”thumbnail” align=”left” /]SCOTT FLORANCE | Business Software Consultant

Scott Florance is one of the CRM Consultants at KTL, and has proven his value as a member of the team since September 2013. Whether implementing a new CRM organization or adding to existing configurations, Scott has engaged clients with a positive and enthusiastic demeanor to help them meet their organizational needs. With six plus years of experience, Scott is familiar with CRM as both a power user and administrator. Scott received his Bachelor’s Degree in Business Administration from the University of Central Florida. He is a Microsoft Certified Technology Specialist for Dynamics CRM, as well as a Certified Scribe Technician.


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