What strategies do you use to establish a dedicated support channel or helpdesk for end users to address their questions, issues, and challenges related to Dynamics 365 Business Central? Can you share examples of common post-go-live challenges or issues that end users might encounter with Dynamics 365 Business Central? How do you proactively address these challenges?
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Firstly, for the Company we had a Power User group. They were the primary POCs for all Users. We had 2 Power Users for every functional Business area. If the Power User needed additional support; they go directly the the Internal Project Manager (or whoever was the internal person/group that knows the most about the system.)
If the Internal Project manager could not resolve, or it’s found to be a larger issue, then we push it to our Implementation Partner. Provide as much detail as possible.
Also after Go-Live we had weekly Power User meetings. Also monthly Functional Business group meetings. These meetings discuss where are problems, how to resolve. As well as how issues in one function area are impacting other functional areas.
For topics/issues we found that we would need more work, discussion, development, we keep an ongoing list.
Note: for scale we are a smaller company of 100 Users between 2 locations.
We are also 9 months Live. This plan has worked out well for our company.