Microsoft released new guides for Microsoft Dynamics CRM 2011. These are great resources for both CRM users and administrators. They are printable and are in Word so you can change/customize them for your own needs. This is a great place to start to build your own training manual and/or best practice CRM manual. The User Guide can be found here (Microsoft_Dynamics_CRM_2011_User's_Guide.doc (3.76 mb)) and the Administrator Guide can be found here (microsoft_dynamics_crm_2011_administrator's_guide.doc (750.00 kb)). These are up-to-date with CRM 2011 on-premise for with Roll-up 3.
Few notes about the User Guide:
- It does not include screenshot, screenshots are very useful for users. Diagrams can't hurt as well
- It is a very large manual (645 pages). I would not give this to users. Break it up and use it by key areas. Eliminate chapters of entities you are not using. Not all of this info would be applicable for end users.
- Don't print the manual if at all possible. Not only to save trees but as soon as you print it, it becomes out of date. Use a centralized SharePoint site to store it and add a link in CRM like on a dashboard or something under help.
- It is not perfect but it is a good start. Make it your own. Include best practices and expectations to make sure everyone is on the same page.
- Add info to your manual to personalize it with your logo, your helpdesk info, etc.
Feel free to contact us with any questions on how to make the most out of it during a training session for users.