Training, Change Management & User Adoption

Part 7 of 11 in the Business Central Implementation Series

Published: December 2025 | Reading Time: 14 minutes

Introduction

Technology implementations succeed or fail based on people, not just systems. You can have perfectly configured Business Central, flawless data migration, and sophisticated customizations—but without effective training, thoughtful change management, and strong user adoption, your implementation will underdeliver on its promise.

This phase transforms your Business Central implementation from a technical achievement into a business success. It's where users transition from resistance or uncertainty to confidence and proficiency. Where old habits give way to new, more efficient workflows. Where the organization realizes the return on its ERP investment.

This comprehensive guide provides proven strategies for training users effectively, managing change thoughtfully, and driving sustainable adoption throughout your organization.

📚 Quick Answer: How to Train Business Central Users?

Business Central training should be role-based, hands-on, and delivered in multiple formats:

1. Assess Training Needs – Identify roles and competency levels

2. Develop Role-Based Curriculum – Finance, sales, warehouse, purchasing specific

3. Create Training Materials – User guides, videos, quick reference cards

4. Deliver Multi-Format Training – Instructor-led, e-learning, workshops

5. Provide Sandbox Environment – Safe practice space with realistic data

6. Conduct Super-User Training – Train champions first (2-3 weeks before go-live)

7. Execute End-User Training – Just-in-time delivery (1-2 weeks before go-live)

8. Offer Post-Go-Live Support – Hypercare, office hours, coaching

9. Measure Effectiveness – Feedback surveys, proficiency assessments

10. Reinforce Continuously – Refresher sessions, advanced training, update training

Success Factors: Start early (8-12 weeks before go-live), allocate 2-5 days per user for training, use real business scenarios, and provide ongoing support beyond go-live.

💡 Pricing & Timeline Note
All cost estimates and timelines in this article reflect typical Business Central implementations as of January 2026.

• Geographic Context: Estimates based on Western Europe and North America markets

• Regional Variation: Implementation costs vary significantly by region (typically 30-60% lower in Eastern Europe, Asia-Pacific, and Latin America)

• Microsoft Licensing: Verify current prices at aka.ms/BCPricing as these change periodically

• Effort-Based Budgeting: Use the consulting hours estimates with your local partner's rates for accurate budgeting

These are reference estimates for planning purposes. Request detailed quotes from Microsoft Solutions Partners for your specific requirements.

Change Management Strategy and Importance

Change management is not a soft skill—it's a critical success factor that directly impacts ROI.

Why Change Management Matters

The Statistics:

Research consistently shows:

• 70% of change initiatives fail due to employee resistance and lack of management support

• Organizations with excellent change management are 6x more likely to meet project objectives

• User adoption issues are the #1 cause of ERP implementation failure

• Effective training increases productivity by 30-50% post-go-live

The Human Element:

People naturally resist change because:

• Fear of the Unknown: Uncertainty about new processes creates anxiety

• Comfort with Current State: Existing systems are familiar, even if inefficient

• Competency Concerns: Worry about ability to learn new skills

• Job Security: Fear that automation threatens employment

• Workload Anxiety: Concern about additional work during transition

Change Management Addresses These:

Structured change management:

• Builds understanding of why change is necessary

• Creates vision of positive future state

• Provides support through transition

• Celebrates wins and acknowledges challenges

• Develops competence and confidence

Change Management Framework

ADKAR Model:

A proven change management approach:

Awareness of need for change:

• Communicate business reasons for Business Central

• Share pain points being addressed

• Explain risks of maintaining status quo

Desire to participate and support change:

• Create compelling vision of future state

• Show "what's in it for me" for each role

• Address concerns and objections

• Build coalition of supporters

Knowledge of how to change:

• Comprehensive training programs

• Documentation and job aids

• Access to information and resources

Ability to implement change:

• Hands-on practice opportunities

• Coaching and mentoring

• Time to develop proficiency

• Support resources readily available

Reinforcement to sustain change:

• Recognition and rewards for adoption

• Consequences for non-adoption

• Continuous improvement

• Monitoring and course correction

Change Sponsors and Champions

Executive Sponsor Role:

Senior leader who:

• Visibly supports the implementation

• Communicates importance to organization

• Removes barriers and provides resources

• Holds leaders accountable for adoption

• Celebrates successes publicly

Sponsor Responsibilities:

• Kickoff communication setting tone

• Regular updates on progress and benefits

• Participation in key training events

• Resolution of escalated issues

• Recognition of high performers

Change Champions Network:

Influential employees who:

• Advocate for Business Central in their departments

• Provide peer support and coaching

• Share tips and best practices

• Identify and address concerns early

• Serve as feedback conduit to project team

Champion Characteristics:

• Respected by peers

• Positive attitude toward change

• Strong communicators

• Early adopters of technology

• Invested in organization success

Champion Program:

• Select 1-2 champions per department

• Provide advanced training

• Regular meetings with project team

• Recognize contributions publicly

• Empower to influence peers

Stakeholder Communication Plan

Consistent, targeted communication drives awareness and builds support.

Communication Principles:

Frequency: Regular communication prevents information vacuum

Clarity: Simple, jargon-free messages

Honesty: Acknowledge challenges, don't just tout benefits

Two-Way: Listen as much as broadcast

Multi-Channel: Use various formats and media

Targeted: Tailor messages to audience

Communication Plan Structure:

Stakeholder Analysis

Identify audiences and their needs:

Executive Leadership:

• Interests: ROI, strategic alignment, risk management

• Communication Needs: High-level status, key decisions, major issues

• Frequency: Monthly

• Channels: Executive briefings, dashboards, email summaries

Department Managers:

• Interests: Team readiness, operational impact, resource requirements

• Communication Needs: Detailed plans, training schedules, change impacts

• Frequency: Bi-weekly

• Channels: Manager meetings, email updates, intranet

End Users:

• Interests: "What changes for me?", "How will I learn?", "When does it start?"

• Communication Needs: Practical information, training schedules, support resources

• Frequency: Weekly leading up to go-live, daily during transition

• Channels: Email, team meetings, posters, intranet, video messages

IT Staff:

• Interests: Technical details, support procedures, integration points

• Communication Needs: Technical documentation, training on admin tasks

• Frequency: Weekly

• Channels: Technical briefings, documentation portal, email

Communication Timeline

6-12 Months Before Go-Live:

• Project announcement and vision sharing

• "Why Business Central?" messages

• Change champion identification

• Initial awareness building

3-6 Months Before:

• Detailed impact communications by role

• Training plan announcements

• Success stories from other organizations

• "What's changing" messages

1-3 Months Before:

• Training schedule communications

• Job aid distribution

• Go-live date announcements

• "Get ready" messaging

Go-Live Week:

• Daily communications

• Support resources reminders

• Encouragement and motivation

• "We're in this together" messaging

Post Go-Live:

• Success celebrations

• Known issue updates

• Tips and tricks sharing

• Continuous improvement invitations

Communication Tools and Channels:

Email:

• Regular newsletter (e.g., "Business Central Update")

• Targeted announcements

• Training reminders

• Success stories

Intranet/Portal:

• Dedicated Business Central section

• FAQ repository

• Training resources

• Contact information

Town Halls and Meetings:

• Quarterly all-hands updates

• Department-specific sessions

• Q&A forums

• Demo days

Visual Communications:

• Posters in common areas

• Digital signage

• Infographics

• Video messages

Collaboration Platforms:

• Teams channels for questions and tips

• Yammer communities

• Discussion forums

Training Needs Assessment by Role

Effective training starts with understanding who needs to learn what.

Role-Based Training Matrix:

Executive/Manager Roles

What They Need:

• High-level system overview

• Key reports and dashboards

• Decision-support capabilities

• Mobile access

• AI and analytics features

Training Approach:

• Executive briefing (2 hours)

• Personalized dashboard orientation

• On-demand report library

• VIP support channel

Accounting/Finance Roles

What They Need:

• G/L posting and period-end procedures

• Bank reconciliation

• Financial reporting

• Dimensions and analysis

• Budgeting and consolidation

• Compliance and audit features

Training Approach:

• Comprehensive training (3-4 days)

• Process-specific deep dives

• Practice exercises with realistic scenarios

• Period-end simulation

• Advanced features training

Sales Roles

What They Need:

• Customer management

• Quote and order processing

• Pricing and discounts

• Inventory availability

• Sales reporting and forecasting

• Mobile app usage

• Copilot sales features

Training Approach:

• Role-specific training (2 days)

• Sales process walkthrough

• Mobile app hands-on

• CRM integration (if applicable)

• Quick reference guides

Purchasing Roles

What They Need:

• Vendor management

• Purchase requisition and approval

• Purchase order processing

• Receiving and quality

• Invoice processing

• Vendor performance

Training Approach:

• Procurement-focused training (2 days)

• Approval workflow practice

• Three-way matching exercises

• Integration with inventory

Inventory/Warehouse Roles

What They Need:

• Item master data

• Receiving and putaway

• Picking and shipping

• Stock transfers

• Cycle counting

• Bin management

• Mobile device usage

Training Approach:

• Hands-on warehouse training (2 days)

• Mobile device focus

• Physical warehouse walkthrough

• Barcode scanning practice

• Exception handling

Customer Service Roles

What They Need:

• Order status inquiries

• Returns processing

• Customer information lookup

• Basic troubleshooting

• Communication tools

Training Approach:

• Customer service training (1 day)

• Inquiry and lookup focus

• Common scenario practice

• Quick resolution techniques

IT/System Administration

What They Need:

• System administration

• User management

• Security and permissions

• Backup and recovery

• Integration monitoring

• Troubleshooting

• Extension management

Training Approach:

• Technical administration training (3-5 days)

• Certification preparation (Microsoft Certified: Dynamics 365 Business Central Functional Consultant Associate)

• Hands-on lab exercises

• Advanced troubleshooting

• Microsoft Learn and official documentation review

Microsoft Learn Resources for Training:

Leverage Microsoft's free, comprehensive Business Central learning resources:

Microsoft Learn Paths (https://learn.microsoft.com/dynamics365/business-central/):

• Functional Consultant Learning Paths: Role-specific guided learning modules covering finance, supply chain, project management

• Developer Learning Paths: AL programming, extension development, integration patterns

• Administrator Learning Paths: Environment management, security, performance optimization

• Free and Self-Paced: Modules include hands-on exercises, knowledge checks, and completion badges

Official Documentation (Microsoft Docs):

• Comprehensive feature documentation

• Configuration guides

• Best practices articles

• Regular updates with each Business Central release (Wave 1 and Wave 2 annually)

Business Central YouTube Channel:

• Feature demos and walkthroughs

• "What's New" videos for each release

• Copilot feature demonstrations

Recommendation: Assign Microsoft Learn modules as pre-work before instructor-led training sessions. Use completion certificates to track progress.

Training Needs Documentation:

For each role, document:

• Job responsibilities

• Current system usage

• Business Central modules required

• Transaction types performed

• Reporting needs

• Mobile requirements

• Training duration required

• Prerequisites

Developing Training Materials

Effective training materials support learning during and after formal training.

Training Material Types:

User Guides and SOPs

Purpose: Step-by-step procedural documentation

Structure:

Example SOP: "Creating a Sales Order"

• When: Customer places order

• Steps: Navigate → Enter customer → Add items → Set delivery → Post order

• Screenshots: Each step with annotations

• Tips: Use Copilot suggestions, check inventory availability

• Troubleshooting: Credit limit exceeded, item out of stock

Best Practices:

• One procedure per document

• Visual (screenshots, diagrams, flowcharts)

• Simple language, short sentences

• Consistent formatting

• Version controlled

• Easily searchable

Video Tutorials

Advantages:

• Visual learning for visual learners

• Can pause and replay

• Demonstrate mouse movements and navigation

• Show actual system interaction

• Accessible on-demand

Video Types:

Micro-Videos (2-3 minutes):

• Single task focus

• "How to create a customer"

• "How to post a payment"

• Quick reference when needed

Process Videos (5-10 minutes):

• End-to-end workflow

• "Complete order-to-cash process"

• "Month-end close procedures"

• Context and flow

Overview Videos (15-20 minutes):

• Module introduction

• Feature capabilities

• Business value explanation

Production Tips:

• Professional but not over-produced

• Clear audio quality

• Consistent format and branding

• Closed captions for accessibility

• Indexed for easy navigation

• Hosted on accessible platform (YouTube, SharePoint, LMS)

Quick Reference Cards

Purpose: One-page job aids for quick lookup

Format:

• Single page (front and back)

• Laminated for desk/wall posting

• High-level steps

• Key shortcuts and tips

• Critical reminder information

Examples:

• "Sales Order Quick Card"

• "Keyboard Shortcuts"

• "Common Tasks Cheat Sheet"

• "Who to Call for Help"

Design Principles:

• Visual and scannable

• Large, readable fonts

• Color-coded sections

• Icons and symbols

• Minimal text

Interactive Walkthroughs

Purpose: Hands-on learning in safe environment

Options:

Sandbox Environment:

• Live Business Central sandbox

• Practice data

• Users experiment without consequences

• Realistic experience

Simulation Software:

• Screen recording with interactive hotspots

• Guided practice

• Branch scenarios based on choices

• Automatic feedback

Benefits:

• Learning by doing

• Risk-free practice

• Self-paced exploration

• Reinforces concepts

• Builds confidence

Training Delivery Methods

Choose appropriate training delivery to match audience, content, and constraints.

Instructor-Led Training

Format: In-person or virtual classroom with live instructor

Advantages:

• Personal interaction and Q&A

• Immediate clarification of confusion

• Instructor adapts to audience

• Team learning and collaboration

• Scheduled time dedicated to learning

Disadvantages:

• Requires coordinating schedules

• Travel costs (if in-person)

• Fixed pace (may be too fast or slow for some)

• Limited time to cover everything

• Expensive for large audiences

Best Used For:

• Core user training

• Complex processes

• New-to-ERP users

• Change-resistant groups

• Kick-off training

Best Practices:

• Limit class size (12-15 people)

• Group by role for relevance

• Mix presentation with hands-on

• Frequent breaks

• Realistic exercises

• Practice in sandbox environment

• Provide materials in advance

• Record sessions for review

Train-the-Trainer Approach

Concept: Train internal "super users" who then train peers

Process:

1. Select super users (change champions)

2. Provide comprehensive training

3. Equip with training materials and tools

4. Super users train departments/teams

5. Project team supports super users

Advantages:

• Scalable to large organizations

• Peer-to-peer learning effective

• Super users remain as ongoing resources

• More cost-effective than external trainers

• Cultural and organizational context

Disadvantages:

• Requires time investment in super users

• Quality depends on super user capability

• Potential for inconsistent training

• Super users have regular job responsibilities

Success Factors:

• Select strong trainers and communicators

• Provide train-the-trainer instruction

• Supply comprehensive materials

• Ongoing support from project team

• Recognition and compensation for super users

E-Learning Modules

Format: Self-paced online courses

Advantages:

• Accessible anytime, anywhere

• Self-paced learning

• Consistent content delivery

• Track completion and scores

• Cost-effective for large audiences

• Can repeat as needed

Disadvantages:

• No live interaction

• Requires self-discipline

• May feel impersonal

• Limited for complex topics

• Requires e-learning platform

Best Used For:

• Basic system navigation

• Reference and refresher training

• Geographically dispersed users

• On-demand learning

• New hire onboarding

E-Learning Best Practices:

• Modular design (15-20 minute chunks)

• Interactive elements (quizzes, simulations)

• Progress tracking

• Completion certificates

• Mobile-friendly

• Engaging multimedia

• Clear learning objectives

Digital Adoption Platforms (DAPs) for In-App Guidance:

Modern digital adoption platforms provide contextual, in-application training that guides users while they work:

Microsoft Viva Learning Integration:

• Integrates Microsoft Learn content directly into Microsoft Teams

• Surfaces Business Central training modules in flow of work

• Tracks learning progress and completions

• Social learning features (share courses, discuss content)

Third-Party DAP Solutions:

• WalkMe, Whatfix, Pendo: Overlay interactive walkthroughs on Business Central pages

• In-App Guidance: Step-by-step tooltips guide users through tasks in real-time

• Contextual Help: Pop-up help triggered by user actions or page visits

• Task Lists: Checklists for complex multi-step processes

• Analytics: Track which features users struggle with, identify training gaps

Benefits of Digital Adoption Platforms:

• Reduces time to proficiency (learn while doing)

• Lowers support ticket volume

• Provides just-in-time training (exactly when needed)

• Continuous micro-learning vs. one-time training events

• Data-driven insights into user behavior and training needs

Implementation Consideration: DAPs require subscription fees but can significantly reduce support costs and accelerate adoption, especially for large user bases (100+ users).

Hands-On Workshops

Format: Facilitated practice sessions with real work scenarios

Structure:

• Brief concept review (15 min)

• Demonstration (15 min)

• Guided practice (30 min)

• Independent practice (30 min)

• Review and Q&A (15 min)

Advantages:

• Active learning

• Immediate application

• Build muscle memory

• Identify questions in context

• Confidence building

Best Used For:

• After initial training

• Before go-live (refresher)

• New process adoption

• Advanced features

Role-Based Training Curriculum

Structure training programs by job function.

Curriculum Design Principles:

Core Training (All Users):

• Business Central overview

• Navigation and personalization

• Common functions (search, actions, reports)

• Getting help and support

• Data quality responsibilities

Role-Specific Training:

• Processes relevant to job

• Transactions performed regularly

• Reports and inquiries needed

• Integration points with other departments

Example Curriculum: Accounts Payable Clerk

Day 1: Introduction and Setup (4 hours)

• Business Central overview (1 hour)

• Vendor management (1 hour)

• Purchase invoice basics (2 hours)

Day 2: Processing and Payment (4 hours)

• Purchase order to invoice matching (1.5 hours)

• Payment processing (1.5 hours)

• Vendor statements and reconciliation (1 hour)

Day 3: Advanced Topics (4 hours)

• Approval workflows (1 hour)

• Period-end procedures (1 hour)

• Reporting and analytics (1 hour)

• Troubleshooting and support (1 hour)

Post-Training:

• Job aids provided

• E-learning modules assigned

• Sandbox access for practice

• Champion support identified

Super User Program Development

Super users are linchpins of successful adoption.

Super User Definition:

Power users who:

• Achieve advanced proficiency quickly

• Support peers with questions

• Identify improvement opportunities

• Champion best practices

• Serve as liaison with IT/project team

Selection Criteria:

Skills:

• Strong current system knowledge

• Quick learner

• Problem-solver

• Excellent communicator

• Patient and helpful

Attributes:

• Respected by peers

• Positive attitude

• Team player

• Reliable and responsible

• Interested in technology

Organizational:

• Good standing (performance and attendance)

• Tenure and commitment to organization

• Representative of user community

• Available for training and support

Super User Program Structure:

Pre-Go-Live:

• Early selection and recruitment

• Advanced training (2x regular users)

• Involvement in testing (UAT)

• Training material development

• Peer training delivery

Go-Live and Hypercare:

• Floor walking and desk-side support

• First line of support

• Issue escalation to project team

• Daily debrief meetings

• Quick win identification

Ongoing:

• Continued learning (advanced features)

• Monthly meetings with IT

• New feature evaluation

• Continuous improvement ideas

• New employee training

Super User Support:

Recognition:

• Formal acknowledgment by leadership

• Certificates or awards

• Public appreciation

• Resume/LinkedIn credentials

Compensation:

• Time allocation for super user duties

• Possible stipend or bonus

• Professional development opportunities

• Consider in performance reviews

Resources:

• Advanced training and certification

• Direct communication channel to experts

• Priority support

• Influence on future enhancements

Measuring Training Effectiveness

Evaluate training impact to ensure readiness and identify gaps.

Kirkpatrick Four-Level Model:

Level 1: Reaction

What: Participant satisfaction with training

How to Measure:

• Post-training surveys

• Verbal feedback

• Observation during training

• Completion rates

Questions:

• Was training relevant to your job?

• Was pace appropriate?

• Were materials helpful?

• Was instructor effective?

• Do you feel more prepared?

Level 2: Learning

What: Knowledge and skills acquired

How to Measure:

• Pre/post tests

• Hands-on assessments

• Demonstration of tasks

• Certification exams

Assessment Types:

• Multiple choice quizzes

• Practical exercises scored

• Observation checklists

• Peer assessments

Level 3: Behavior

What: Application of learning on the job

How to Measure:

• System usage analytics

• Observation in workplace

• Manager assessments

• Support ticket analysis

• Process compliance audits

Indicators:

• Login frequency

• Transaction completion rates

• Feature utilization

• Process adherence

• Error rates

Level 4: Results

What: Business impact of training

How to Measure:

• Productivity metrics

• Quality improvements

• Time savings

• Cost reductions

• Customer satisfaction

Business Metrics:

• Order processing time reduced

• Month-end close time shortened

• Error rates decreased

• User satisfaction scores improved

• ROI realized

Quantifying Training ROI:

Calculate return on investment to justify training spend and optimize future programs:

Training Cost Components:

• Trainer fees (internal time or external consultants)

• Participant time (wages during training hours)

• Materials development and production

• Training facility costs (if on-site)

• Learning management system subscriptions

• Travel expenses (if applicable)

• Digital adoption platform fees (if used)

Training Benefit Calculation:

Example ROI Calculation:

Scenario: 50 users, 2 days training each

• Costs:

  • External trainer: $8,000 (2 days @ $4,000/day)

  • Participant time: 50 users × 16 hours × $35/hour = $28,000

  • Materials: $2,000

  • Total Cost: $38,000

• Benefits (annualized):

  • Reduced errors: 30% fewer mistakes = 100 hours saved/month × $35/hour = $42,000/year

  • Faster processes: 15% time savings on 1,000 transactions/month × 10 min/transaction × $35/hour = $52,500/year

  • Reduced support costs: 50% fewer tickets × 200 tickets/year × $50/ticket = $5,000/year

  • Total Annual Benefit: $99,500

• ROI = (Benefits - Costs) / Costs × 100%

• ROI = ($99,500 - $38,000) / $38,000 = 162% first-year ROI

Key ROI Drivers:

• Time to proficiency reduction (30-50% with quality training)

• Error rate reduction (20-40% typical)

• Support ticket volume reduction (40-60%)

• Employee turnover cost avoidance (trained users more satisfied)

Tracking Ongoing Impact:

• Compare pre/post implementation productivity metrics (quarterly)

• Survey user confidence and satisfaction (30, 60, 90 days post-training)

• Monitor support ticket trends

• Measure feature adoption rates in Business Central telemetry

Training Effectiveness Dashboard:

Track key metrics:

• Training completion rate by role

• Average assessment scores

• Time to proficiency

• Support ticket volume and types

• User satisfaction scores

• Business process performance

Addressing Resistance to Change

Resistance is natural—address it proactively and empathetically.

Common Resistance Manifestations:

Passive Resistance:

• Not attending training

• Minimal engagement

• "Forgetting" to use new system

• Workarounds to avoid Business Central

Active Resistance:

• Vocal complaints

• Criticizing system

• Encouraging others to resist

• Refusing to adopt

Root Causes of Resistance:

Fear-Based:

• Job security concerns

• Competency doubts

• Change fatigue

• Loss of control/autonomy

Logical:

• Disagreement with approach

• Concern about impact

• Better idea in mind

• Skepticism about benefits

Addressing Resistance Strategies:

Listen and Understand:

• Create safe spaces for concerns

• Actively listen without defensiveness

• Acknowledge feelings and frustrations

• Understand root causes

Communicate Benefits:

• Show personal value ("WIIFM")

• Share success stories

• Demonstrate improvements

• Quantify advantages

Involve and Engage:

• Solicit input on implementation

• Include resistors in solution design

• Give ownership of elements

• Recognize contributions

Provide Support:

• Extra training and coaching

• Patience with learning curve

• Celebrate small wins

• Accessible help resources

Set Clear Expectations:

• Adoption is not optional

• Timeline for transition

• Consequences of non-compliance

• Leadership backing

Address Specific Concerns:

• Job security: Explain how roles evolve, not eliminate

• Competency: Provide adequate training and support

• Workload: Acknowledge transition effort, plan for it

• Effectiveness: Show improvements with data

Building User Adoption Strategies

Move from initial training to sustained proficiency and enthusiasm.

Adoption Phases:

Phase 1: Awareness (Pre-Go-Live)

• Communications about change

• Demonstrations and previews

• Building excitement

Phase 2: Initial Use (Go-Live)

• Intensive support (hypercare)

• Hand-holding through transactions

• Quick issue resolution

• Daily encouragement

Phase 3: Proficiency (1-3 Months Post-Go-Live)

• Continued learning

• Advanced features introduction

• Efficiency tips sharing

• User group formation

Phase 4: Optimization (3+ Months)

• Process improvements

• Feature expansion

• Innovation and creativity

• User-driven enhancements

Adoption Accelerators:

Gamification:

• Leaderboards for usage

• Badges for achievements

• Friendly competitions

• Rewards and prizes

Quick Wins:

• Highlight early improvements

• Share success stories

• Celebrate milestones

• Build positive momentum

Social Learning:

• User communities (Teams, Yammer)

• Peer mentoring

• Lunch-and-learns

• Knowledge sharing sessions

Ongoing Enablement:

• "Tip of the Week" emails

• Office hours for questions

• Refresher training sessions

• New feature announcements

Executive Reinforcement:

• Leadership using system visibly

• Recognition of adoption leaders

• Consequences for non-adoption

• Resources for continued improvement

Creating a Support Structure for Post-Go-Live

Sustained support ensures long-term success.

Tiered Support Model:

Tier 1: Super Users and Champions

• First point of contact for end users

• Handle common questions and issues

• Desk-side and floor-walking support

• Escalate complex issues

Tier 2: Internal IT/Business Central Team

• Handle escalated issues

• System administration

• Configuration changes

• Advanced troubleshooting

• User provisioning

Tier 3: Implementation Partner

• Complex technical issues

• Custom development support

• Performance optimization

• Strategic guidance

• Training on new features

Tier 4: Microsoft Support

• Product bugs and defects

• Platform-level issues

• Update and upgrade support

Support Channels:

Help Desk/Ticketing System:

• Centralized request tracking

• SLA management

• Knowledge base integration

• Trend analysis

Email Support:

• General questions

• Non-urgent requests

• Documentation requests

Phone Support:

• Urgent issues

• Complex situations

• Real-time troubleshooting

Chat Support:

• Quick questions

• Immediate assistance

• Convenient for users

Self-Service Portal:

• Knowledge base

• FAQs

• Video tutorials

• User guides

• Community forums

Support SLAs:

Define response and resolution times:

Critical (System Down):

• Response: 1 hour

• Resolution: 4 hours

High (Major Impact):

• Response: 4 hours

• Resolution: 1 business day

Medium (Minor Impact):

• Response: 1 business day

• Resolution: 3 business days

Low (Enhancement/Question):

• Response: 2 business days

• Resolution: As scheduled

Feedback Collection Mechanisms

Continuous feedback drives ongoing improvement.

Feedback Methods:

Surveys:

• Post-training surveys

• Monthly user satisfaction

• Feature request surveys

• Annual comprehensive assessment

User Groups:

• Regular meetings (monthly)

• Representative cross-section

• Discussion of challenges and opportunities

• Prioritization of enhancements

Office Hours:

• Scheduled times for drop-in questions

• Informal feedback gathering

• Relationship building

• Trend identification

Suggestion Box:

• Physical or digital

• Anonymous option available

• Review and respond to all

• Implement good ideas

Analytics:

• Usage patterns

• Feature adoption rates

• Support ticket analysis

• Performance metrics

Feedback Processing:

1. Collect: Gather through various channels

2. Categorize: Group by theme/topic

3. Prioritize: Based on impact and frequency

4. Act: Implement improvements

5. Communicate: Close the loop with users

Feedback Loop Closure:

Always respond to feedback:

• "We heard you"

• "Here's what we're doing"

• "Here's why we can't do that right now"

• "Thanks for the suggestion—implemented!"

Deliverables: Training & Change Management Outputs

Complete this phase with users ready and confident:

1. Training Plan

Comprehensive training strategy including:

• Training needs by role

• Curriculum outlines

• Training schedule

• Delivery methods

• Trainer assignments

• Resource requirements

2. Training Materials

Complete training package:

• User guides and SOPs

• Video tutorials

• Quick reference cards

• E-learning modules

• Presentation slides

• Hands-on exercises

3. Change Management Communication Templates

Messaging framework including:

• Email templates

• Presentation templates

• FAQ document

• Talking points

• Success stories

4. User Feedback Survey

Assessment tools:

• Training feedback form

• User satisfaction survey

• Feature request form

• Support satisfaction survey

❓ Frequently Asked Questions (FAQ)

1. How do I train users on Business Central?

Answer: Effective Business Central training requires a structured, role-based approach that combines multiple learning modalities:

Step 1: Conduct Training Needs Assessment

Identify User Roles and Competencies:

• Map all user roles (Finance Manager, Accountant, Sales Rep, Warehouse Worker, Purchasing Agent)

• Assess current system proficiency (ERP experience, Excel-only users, first-time system users)

• Identify skills gaps (technical literacy, process knowledge, system navigation)

• Determine learning preferences (hands-on vs. instructor-led vs. self-paced)

Sample Training Needs by Role:

Step 2: Develop Role-Based Curriculum

Core Training Components for Each Role:

For Finance Roles:

• Chart of accounts structure and account usage

• General journal posting and reversals

• Accounts payable processing (vendor invoices, payments, 1099 reporting)

• Accounts receivable management (customer invoicing, collections, cash application)

• Bank reconciliation processes

• Fixed asset management (acquisitions, depreciation, disposals)

• Financial reporting (account schedules, Power BI dashboards)

• Period-end close procedures

• Approval workflows and document routing

For Sales Roles:

• Customer master data management

• Sales quote creation and conversion

• Sales order processing and modification

• Pricing and discount management

• Inventory availability checks (ATP/CTP)

• Sales invoice posting and corrections

• Return and credit memo processing

• Customer relationship management (CRM integration)

• Sales reporting and pipeline analysis

For Warehouse Roles:

• Item master data (item cards, variants, units of measure)

• Warehouse receipt processing

• Inventory putaway and bin management

• Pick and shipment processing

• Inventory transfers between locations

• Cycle counting and physical inventory

• Mobile device usage (if applicable)

• Item tracking (serial numbers, lot numbers)

Step 3: Create Comprehensive Training Materials

Training Material Types:

User Guides (Written Documentation):

• Process-oriented step-by-step instructions

• Screenshots with annotations highlighting key fields

• Real business scenarios relevant to your company

• Troubleshooting tips for common errors

• Format: PDF for printing, Word for editing

Video Tutorials (5-10 minutes each):

• Bite-sized task demonstrations

• Screen recordings with voiceover narration

• Closed captions for accessibility

• Organized by role and process

• Hosted on company intranet or SharePoint

Quick Reference Cards (1-2 pages):

• Most frequently used transactions

• Keyboard shortcuts and navigation tips

• Laminated cards at workstations

• Digital versions for remote users

E-Learning Modules (Interactive):

• Self-paced learning with knowledge checks

• Branching scenarios based on user choices

• Completion tracking and scoring

• Hosted on LMS (Learning Management System) or Microsoft Viva Learning

Hands-On Exercises:

• Realistic scenarios using sandbox environment

• Exercise workbooks with step-by-step tasks

• Answer keys for self-verification

• Progressive difficulty (basic → intermediate → advanced)

Step 4: Deliver Multi-Format Training

Training Delivery Methods:

1. Instructor-Led Training (ILT):

• Format: In-person or virtual classroom

• Duration: 2-4 hours per session

• Best For: Core processes, complex functionality, initial training

• Advantages: Real-time Q&A, interactive demonstrations, group learning

• Delivery: Partner trainers or certified internal trainers

2. Hands-On Workshops:

• Format: Guided practice in sandbox environment

• Duration: 4-8 hours per role

• Best For: Building proficiency, scenario-based learning

• Advantages: Learning by doing, immediate feedback, confidence building

3. E-Learning (Self-Paced):

• Format: Online modules with videos and quizzes

• Duration: 30-90 minutes per module

• Best For: Remote users, refresher training, reference material

• Advantages: Flexible timing, consistent content, self-paced learning

• Sources: Microsoft Learn (free Business Central training), LinkedIn Learning, Udemy, custom e-learning

4. Office Hours / Q&A Sessions:

• Format: Open forum for questions

• Duration: 1-2 hours, weekly during hypercare

• Best For: Addressing specific questions, troubleshooting

• Advantages: On-demand support, knowledge sharing among users

5. On-the-Job Coaching:

• Format: One-on-one or small group support

• Duration: As needed

• Best For: Struggling users, complex roles, executive training

• Advantages: Personalized attention, real transaction practice

Step 5: Training Timeline and Execution

Recommended Training Schedule:

8-12 Weeks Before Go-Live:

• Finalize training needs assessment

• Develop training curriculum and materials

• Configure training sandbox environment

• Load sample/converted data into sandbox

4-6 Weeks Before Go-Live:

• Conduct "Train the Trainer" sessions (for internal trainers/super-users)

• Super-user training begins (2-3 weeks of intensive training)

• Super-users practice in sandbox with realistic scenarios

2-3 Weeks Before Go-Live:

• End-user training begins (role-based sessions)

• Deliver instructor-led core training

• Provide access to e-learning and video library

• Conduct hands-on workshops in sandbox

1 Week Before Go-Live:

• Final refresher sessions

• Just-in-time training on go-live cutover procedures

• Review quick reference cards and job aids

• Set expectations for hypercare support

Post-Go-Live:

• Daily stand-up support during hypercare (first 2-4 weeks)

• Weekly office hours for Q&A

• On-demand coaching for struggling users

• Advanced training sessions (30-60 days post-go-live)

Step 6: Measure Training Effectiveness

Assessment Methods:

Knowledge Checks:

• Quizzes after e-learning modules (80% passing score)

• Hands-on proficiency tests in sandbox

• Scenario-based assessments

Feedback Surveys:

• Post-training evaluation (content quality, trainer effectiveness, materials usefulness)

• 30-day post-go-live survey (confidence levels, support needs)

• Quarterly user satisfaction surveys

Performance Metrics:

• Support ticket volume by user/role (identify struggling users)

• Transaction error rates (incorrect postings, data entry errors)

• Process completion times (compare to baseline)

• System usage analytics (feature adoption, login frequency)

Success Criteria:

• 90%+ of users complete training before go-live

• Average training satisfaction score of 4/5 or higher

• 80%+ of users self-report confidence in performing core tasks

• Support ticket volume decreases 50% between weeks 2 and 4 post-go-live

2. What is user adoption in Business Central and how do I improve it?

Answer: User adoption is the degree to which employees embrace and consistently use Business Central as intended. High adoption means users prefer the system over workarounds, leverage its capabilities fully, and continuously improve their proficiency.

Why User Adoption Matters:

Business Impact:

• Low Adoption (30-50%): Workarounds, Excel exports, duplicate data entry, limited ROI

• Medium Adoption (60-75%): Basic functionality used, some process improvement, moderate ROI

• High Adoption (85-95%): Full system leverage, process optimization, strong ROI, innovation

Cost of Poor Adoption:

• 30-40% lower productivity than expected

• Continued reliance on legacy systems (shadow IT)

• Data integrity issues from manual workarounds

• Extended hypercare periods and increased support costs

• Delayed or unrealized ROI (average 12-18 month delay)

Strategies to Improve User Adoption:

1. Create Compelling "Why"

Communicate Business Reasons:

• Share current pain points being addressed ("We spend 3 days closing the books; BC will reduce to 1 day")

• Explain competitive pressures or growth needs

• Articulate vision of future state with specific benefits

Personalize "What's In It For Me" (WIIFM) by Role:

2. Involve Users Early and Often

Participation Builds Ownership:

• Requirements Phase: Subject matter experts define needs

• Configuration Phase: User validation of setup (chart of accounts, workflows)

• Testing Phase: Users execute UAT scenarios they'll use daily

• Training Phase: Super-users help train peers

User Input Mechanisms:

• Steering committee with user representation

• Regular "show and tell" demos of configured system

• Feedback surveys after each project phase

• User acceptance testing sign-off required before go-live

3. Simplify and Streamline User Experience

Reduce Complexity:

• Role Centers: Customize to show only relevant tasks, reports, and KPIs

• Profiles: Configure user-specific navigation and permissions

• Assisted Setup: Use wizards for infrequent tasks

• Field Removal: Hide unused fields from pages to reduce clutter

Example Role Center Customization:

Before (Default Sales Order Processor Role Center):

• 20+ activities, half irrelevant to your business

• Generic reports not matching your KPIs

• Cluttered navigation with unused modules

After (Customized for Your Business):

• 8 core activities (Orders to Process, Pending Approvals, Overdue Invoices, Credit Holds)

• 5 custom Power BI visuals (Sales Pipeline, Order Fulfillment %, Backorders, Top Customers, Gross Margin by Product)

• Navigation limited to Sales, Customers, Items, Reports

• Quick links to frequently used saved views

4. Build Super-User Network

Super-User Model:

Selection Criteria:

• Strong process knowledge and credibility with peers

• Enthusiastic about new system (change champions)

• Good communicators and patient teachers

• Available to support peers post-go-live

• Typically 1 super-user per 10-15 end users

Super-User Responsibilities:

• Serve as first line of support (before escalating to IT/partner)

• Conduct peer training and refresher sessions

• Identify process improvement opportunities

• Communicate user feedback to project team

• Champion adoption and model best practices

Super-User Enablement:

• 2-3 weeks of intensive training (2-3x end-user training hours)

• Early access to sandbox for deep practice

• Advanced training on troubleshooting and customization basics

• Monthly super-user meetings to share tips and address issues

• Recognition and rewards (certificates, bonuses, career development)

5. Gamify and Incentivize Adoption

Gamification Techniques:

Leaderboards:

• Track system usage metrics (logins, transactions processed, features used)

• Publish weekly/monthly leaderboards by department

• Recognize "Power Users" in company meetings

Challenges and Milestones:

• "First 100 Orders" challenge for sales reps

• "Perfect Week" for zero data entry errors

• "Feature Explorer" for using advanced capabilities

Rewards:

• Gift cards or bonuses for top adopters

• Extra PTO day for department-wide adoption targets

• Public recognition in newsletters/all-hands meetings

• Career development opportunities (super-user roles, project participation)

6. Provide Excellent Support

Support Structure:

Hypercare Period (First 2-4 Weeks):

• Daily on-site/virtual support presence

• 2-4 hour response time SLA

• Daily stand-up meetings to address issues

• "War room" for immediate escalation

Ongoing Support:

• Weekly office hours for Q&A

• Internal support portal (SharePoint, Teams channel)

• Searchable knowledge base with FAQs

• On-demand coaching for struggling users

• Quarterly "Tips & Tricks" sessions

7. Communicate Continuously

Communication Cadence:

Pre-Go-Live:

• Weekly project updates (email, Teams posts)

• Monthly town halls with demos

• Countdown communications ("2 weeks until go-live!")

Post-Go-Live:

• Daily hypercare updates (issues resolved, quick wins)

• Weekly tips ("Feature Friday" emails highlighting capabilities)

• Monthly success stories ("How Sales increased efficiency 25%")

• Quarterly business reviews (adoption metrics, ROI achieved)

8. Measure and Act on Adoption Metrics

Key Adoption Metrics:

Corrective Actions:

• Low login frequency → Mandatory usage policy, manager check-ins

• Low feature adoption → Refresher training, simplify UX

• High error rates → Targeted coaching, process clarification

• Low satisfaction → Focus groups to identify pain points

9. Continuous Improvement

Feedback Loops:

• Quarterly user feedback sessions (focus groups, surveys)

• Monthly super-user meetings to surface improvement ideas

• Annual user conference to share best practices

Iterative Enhancements:

• Prioritize top 5 user-requested improvements each quarter

• Celebrate implementation of user ideas

• Expand training library based on common questions

Advanced Training:

• 60-90 days post-go-live: Advanced feature training

• Role-specific power user sessions

• Update training for new Business Central releases (April/October waves)

3. How much does Business Central training cost?

Answer: Business Central training costs vary significantly based on delivery method, source, scope, and user count. Budget $500-$3,000 per user for comprehensive training including materials and ongoing support.

Training Cost Breakdown:

1. Partner-Delivered Training

Implementation Partner Training Rates:

• Hourly Rate: $150-$300/hour for consultant/trainer

• Daily Rate: $1,200-$2,400/day for full-day sessions

• Train-the-Trainer: $5,000-$15,000 (2-5 days intensive training for internal trainers/super-users)

• End-User Training: $1,000-$2,500 per user (includes materials, 2-4 days of training)

Sample Partner Training Package (50 users):

• Train-the-Trainer (5 super-users, 3 days): $10,000-$15,000

• Custom Training Materials Development: $8,000-$15,000

• Instructor-Led Training (10 sessions, 2 days each): $25,000-$40,000

• Post-Go-Live Hypercare Support (4 weeks): $15,000-$30,000

• Total: $58,000-$100,000 ($1,160-$2,000 per user)

2. Microsoft Training Resources

Microsoft Learn (Free):

• Self-paced learning paths for Business Central

• Modules covering setup, finance, sales, purchasing, inventory

• No cost, but requires self-motivation and time

• Best for: IT staff, super-users, supplement to formal training

• Cost: $0

Microsoft Official Curriculum (MOC) Courses:

• Instructor-led courses (virtual or in-person)

• MB-800 (Business Central Functional Consultant)

• MB-820 (Business Central Developer)

• Cost: $1,500-$3,000 per person per course

• Best For: Consultants, developers, power users seeking certification

3. E-Learning Platforms

Third-Party E-Learning:

• LinkedIn Learning: $30-$40/month/user (Business Central courses available)

• Udemy: $50-$200 per course (one-time purchase)

• Pluralsight: $29-$45/month/user (BC courses in catalog)

• Best For: Self-paced learning, remote teams, supplemental training

Custom E-Learning Development:

• Develop custom e-learning modules specific to your business

• Cost: $5,000-$15,000 per hour of finished e-learning (industry average $10,000/hour)

• For 10 hours of content: $50,000-$150,000

• Best For: Large organizations (200+ users), complex customizations, ongoing onboarding needs

4. Internal Training Costs

In-House Trainer Development:

• Training sandbox environment setup: 20-40 hours ($3,000-$8,000)

• Training materials creation (guides, videos): 80-160 hours ($12,000-$32,000)

• Internal trainer time (delivering training): 2-4 hours per user

• Opportunity cost of users attending training: 2-5 days per user (salary cost)

Sample Internal Training Cost (50 users, average salary $60,000):

• Training materials: $20,000

• Internal trainer time (200 hours @ $50/hr): $10,000

• User time attending training (4 days x 50 users x $230/day): $46,000

• Total: $76,000 ($1,520 per user)

5. Ongoing Training Costs

Post-Go-Live Support:

• Hypercare support (4-8 weeks): $15,000-$40,000

• Ongoing support (monthly retainer): $2,000-$5,000/month

• Advanced training sessions (quarterly): $3,000-$8,000/quarter

Update Training (Semi-Annual Releases):

• Training on new features from April/October release waves

• "What's New" webinars: $1,000-$3,000 per session

• Updated materials: $2,000-$5,000 per release

• Annual Cost: $6,000-$16,000

6. Total Training Budget Estimates

By Organization Size:

Training Budget as % of Total Implementation Cost:

• Typical range: 15-25% of total implementation budget

• Example: $500,000 implementation → $75,000-$125,000 training budget

Cost-Saving Strategies:

1. Leverage Free Resources:

• Microsoft Learn for self-paced foundational training (save $20,000-$50,000)

• YouTube tutorials for basic navigation (supplemental)

• Microsoft documentation for reference materials

2. Train-the-Trainer Model:

• Partner trains 3-5 internal super-users ($10,000-$15,000)

• Super-users train remaining end users (saves $30,000-$60,000 in partner fees)

• Ongoing: Internal trainers handle new hire onboarding

3. Blended Learning:

• E-learning for foundational concepts ($5,000-$10,000 one-time)

• Instructor-led for complex processes (focus partner hours on high-value training)

• Self-service video library for reference (reduce support costs)

4. Phased Rollout:

• Train and go-live with pilot group first (10-20% of users)

• Refine training based on pilot feedback

• Use pilot users as trainers for remaining users (peer training)

ROI of Training Investment:

Productivity Gains:

• Well-trained users: 30-50% productivity increase vs. poorly trained users

• Example: 50 users @ $60,000 salary, 20% productivity gain = $600,000 annual value

• Training investment of $75,000 pays for itself in 1.5 months

Reduced Support Costs:

• Comprehensive training reduces support tickets by 40-60%

• Example: Save $20,000-$40,000 in hypercare and ongoing support costs

Faster Time to Value:

• Good training accelerates proficiency by 2-3 months

• Faster realization of implementation ROI

4. What change management tools are used in Business Central implementations?

Answer: Business Central change management utilizes communication platforms, adoption tracking tools, training delivery systems, and feedback mechanisms to manage the human side of ERP implementation.

Change Management Tool Categories:

1. Communication and Collaboration Platforms

Microsoft Teams:

Usage for Change Management:

• Project Team Channel: Centralized hub for project communications, documents, meeting notes

• User Community Channel: Q&A forum for end users, tips sharing, announcements

• Go-Live War Room: Real-time issue tracking and resolution during cutover

• Super-User Network Channel: Collaboration space for power users

Best Practices:

• Pin important announcements (training schedules, go-live dates)

• Use @mentions for role-specific communications

• Integrate Planner for task tracking

• Use Forms for quick polls and feedback

• Archive project channel post-go-live for historical reference

SharePoint:

Use Cases:

• Project Portal: Central repository for project documents, training materials, FAQs

• Training Library: Organized folder structure for user guides, videos, quick reference cards

• Change Management Site: Timeline, communication templates, success stories

• Feedback Hub: Forms integration for surveys, suggestion box

Content Organization:

Microsoft Viva Suite:

Viva Engage (Yammer):

• Company-wide social network for change communication

• Create Business Central community for sharing tips and celebrating wins

• Executive leader posts to reinforce importance

Viva Learning:

• Learning Management System (LMS) integrated with Teams

• Assign Business Central courses to users

• Track training completion and compliance

• Integrate Microsoft Learn, LinkedIn Learning, custom content

Viva Insights:

• Measure meeting load and focus time during implementation

• Identify teams under stress (excessive meeting hours, after-hours work)

• Ensure users have time allocated for training and practice

2. Training Delivery and Learning Management

Learning Management Systems (LMS):

Enterprise LMS Options:

LMS Features for BC Training:

• Course authoring tools (create custom BC training modules)

• SCORM compliance (import third-party content)

• Completion tracking and reporting

• Quizzes and assessments (knowledge checks)

• Certificates upon completion (motivational)

• Mobile app for on-the-go learning

Video Creation and Hosting:

Tools for Creating Training Videos:

• Camtasia: Screen recording and video editing ($299 one-time or $75/year subscription)

• Loom: Quick screen recordings with easy sharing (Free-$12.50/user/month)

• Microsoft Stream: Screen recording and hosting (included with M365)

• OBS Studio: Free, open-source screen recording

Video Hosting Options:

• Microsoft Stream (integrated with SharePoint, Teams)

• YouTube (private or unlisted videos for free hosting)

• Vimeo ($20-$75/month for business plans)

• SharePoint document library

Best Practices for Training Videos:

• Keep videos short (5-10 minutes max)

• Focus on single task per video ("How to Post a Sales Invoice")

• Include closed captions (accessibility + searchability)

• Create video playlists by role or process

• Publish transcript/summary for quick reference

3. Digital Adoption Platforms (DAPs)

What are Digital Adoption Platforms?

DAPs are software overlays that provide in-app guidance, tooltips, and walkthroughs directly within Business Central, reducing training needs and accelerating proficiency.

Leading DAP Solutions:

DAP Use Cases in Business Central:

Onboarding New Users:

• Auto-launch guided tour on first login

• Step-by-step walkthrough of user's role center

• Interactive tutorial: "Create Your First Sales Order"

Just-in-Time Learning:

• Contextual help tooltips on complex fields (e.g., "What is Credit Limit Check?")

• Smart tip when user hasn't used a feature: "Did you know you can batch post invoices?"

• Process checklists for infrequent tasks (period-end close procedures)

Change Reinforcement:

• Announcements for new features or process changes

• Required acknowledgment of policy updates

• Celebration popups for milestones ("You've processed 100 orders!")

Performance Support:

• "Help me" widget with searchable knowledge base

• Links to relevant video tutorials from within BC

• Troubleshooting guides for common errors

ROI of DAPs:

• Reduce training time by 30-50%

• Decrease support ticket volume by 20-40%

• Increase feature adoption by 25-40%

• Cost: $200-$1,000 per user per year (high upfront cost, but reduces ongoing training expenses)

4. Feedback and Survey Tools

Microsoft Forms:

Use Cases:

• Post-training evaluation surveys

• Weekly pulse checks during hypercare

• Feature request submission form

• User satisfaction surveys (quarterly)

Sample Survey Questions:

Training Effectiveness Survey:

• Rate training quality (1-5 scale)

• Were materials helpful? (Yes/No + comment)

• Do you feel confident performing your tasks? (1-5 scale)

• What topics need more coverage? (open text)

• Trainer effectiveness rating (1-5 scale)

Hypercare Pulse Check (Week 1, 2, 3, 4):

• How is go-live going for you? (5-point scale: Terrible-Excellent)

• What's your biggest challenge right now? (open text)

• Have you received adequate support? (Yes/No)

• What would help you most? (multiple choice + other)

User Satisfaction Survey (30/60/90 days post-go-live):

• How satisfied are you with Business Central? (1-5 scale)

• Has BC improved your productivity? (Yes/No/Not Sure)

• What features do you use daily? (checklist)

• What's working well? (open text)

• What frustrates you? (open text)

• Would you recommend BC to a colleague? (NPS question)

Survey Tools Comparison:

5. Adoption Analytics and Monitoring

Business Central Telemetry:

Native BC Analytics:

• User Logins: Track who's logging in (identify non-adopters)

• Feature Usage: Which pages/reports are accessed (identify underutilized features)

• Session Duration: How long users spend in system (engagement indicator)

• Error Events: Where users encounter errors (training gaps)

How to Access:

• Telemetry data available via Application Insights (Azure)

• Requires setup by admin/partner

• Create Power BI reports from telemetry data

Key Adoption Metrics to Monitor:

• Daily/weekly active users (DAU/WAU)

• Feature adoption rate (% using key features like approvals, mobile app)

• Average session duration (low = potential frustration)

• Most used vs. least used pages (understand user behavior)

• Error patterns by user/role (targeted coaching opportunities)

Microsoft 365 Analytics:

Usage Reports in M365 Admin Center:

• Track SharePoint training library access (who's downloading materials?)

• Teams channel participation (who's engaging in user community?)

• Forms submission data (survey response rates)

Viva Insights:

• Measure collaboration patterns during implementation

• Identify overloaded teams needing support

• Track meeting and focus time balance

Third-Party Adoption Platforms:

Specialized Tools:

• Whatfix Analytics: Detailed feature adoption, user journey analytics

• Pendo: Product usage analytics, user segmentation, cohort analysis

• Mixpanel: Advanced product analytics (if you have custom BC extensions)

6. Project Management and Task Tracking

Microsoft Planner:

Use for Change Management Tasks:

• Track training deliverables (create user guide, record videos, schedule sessions)

• Assign communication tasks (send weekly update email, post to Teams channel)

• Monitor milestones (super-user training complete, all users trained)

Change Management Plan in Planner:

• Bucket: Communication

  • Tasks: Write go-live announcement email, create FAQ document, schedule town hall

• Bucket: Training

  • Tasks: Finalize training materials, conduct Train-the-Trainer, deliver end-user training

• Bucket: Support

  • Tasks: Staff hypercare war room, create support ticket system, schedule office hours

• Bucket: Adoption

  • Tasks: Launch user community, implement gamification, survey users at 30 days

Microsoft Project (for larger implementations):

• Detailed project timeline with dependencies

• Resource allocation and leveling

• Critical path analysis

• Integration with Power BI for executive dashboards

Azure DevOps (if you have development/customization work):

• Backlog management for custom development

• Sprint planning for agile delivery

• Integration with BC AL development

7. Knowledge Management

Internal Knowledge Base:

SharePoint Knowledge Center:

• FAQs organized by role and process

• Searchable help articles

• Troubleshooting guides

• Links to relevant Microsoft documentation

Microsoft 365 Search:

• Unified search across SharePoint, Teams, OneDrive

• Users can find training materials, videos, FAQs from single search box

Third-Party Knowledge Bases:

• Confluence: Team wiki and documentation (Atlassian)

• Notion: Collaborative knowledge workspace

• Guru: Knowledge cards within workflow (Slack/Teams integration)

8. Change Management Frameworks and Templates

Prosci ADKAR Tools:

Prosci Change Management Toolkit (licensed product):

• Stakeholder assessment templates

• Communication plan templates

• Resistance management worksheets

• Change readiness assessments

• Coaching guides

• Cost: $5,000-$15,000 for toolkit + training

Prosci Certifications:

• Train internal change manager in Prosci methodology

• 3-day certification course: $2,500-$3,500 per person

Free/Template Resources:

• Download change management plan templates (Prosci, Smartsheet, ProjectManager.com)

• Adapt for Business Central implementation

Recommended Tool Stack for Business Central Change Management:

Small Organizations (10-50 users):

• Communication: Microsoft Teams + Email

• Training: Microsoft Learn + Partner-delivered ILT + SharePoint for materials

• Surveys: Microsoft Forms

• Adoption Tracking: Manual monitoring + BC native usage reports

• Cost: $0-$5,000 (leveraging existing M365 licenses)

Medium Organizations (50-200 users):

• Communication: Teams + SharePoint + Viva Engage

• Training: Viva Learning + Custom e-learning + Partner training

• Surveys: Microsoft Forms + SurveyMonkey

• Adoption Tracking: BC Telemetry + Power BI dashboards

• Knowledge Base: SharePoint + Teams Wiki

• Cost: $10,000-$30,000 (includes LMS subscription, survey tools, custom content)

Large Organizations (200+ users):

• Communication: Full Viva Suite + SharePoint

• Training: Enterprise LMS (Cornerstone/Docebo) + DAP (WalkMe/Whatfix)

• Surveys: Enterprise survey platform

• Adoption Tracking: Advanced telemetry + Adoption platform (Pendo)

• Change Management: Prosci toolkit + certified change manager

• Project Management: Microsoft Project + Power BI

• Cost: $50,000-$150,000/year (DAP subscription, LMS, analytics platforms)

Conclusion: From Resistance to Advocacy

Training and change management transform your Business Central implementation from a technical project into an organizational capability. Invest in your people with the same rigor you invest in technology, and they'll reward you with enthusiasm, proficiency, and innovation.

Key Takeaways:

✓ Manage Change Proactively: Address human factors from day one

✓ Communicate Consistently: Keep everyone informed and engaged

✓ Train Comprehensively: Role-based, hands-on, accessible learning

✓ Support Intensively: Especially during go-live and hypercare

✓ Celebrate Successes: Recognize adoption and wins

✓ Listen Continuously: Feedback drives improvement

With users trained, confident, and supported, you're ready for the final phase: Go-Live, Hypercare & Continuous Improvement, where you'll execute cutover, stabilize operations, and establish sustainable improvement practices.

Next in Series: Blog 8: Go-Live, Hypercare & Continuous Improvement - Learn how to execute go-live, provide intensive support, and build a continuous improvement culture.

Download Resources:

• Training Plan Template

• Training Materials Package

• Communication Plan Template

• User Feedback Surveys

Questions or Comments? Share your training and change management experiences in the comments below.

This is Part 7 of an 8-part series on Business Central Implementation. Subscribe to receive notifications when new articles are published.

Tags: #BusinessCentral #ChangeManagement #Training #UserAdoption #ERPImplementation #Dynamics365