Article

Supporting Microsoft Dynamics GP: Users at the Help Desk

by Mark Polino
Director of Client Services, Fastpath, Integrated Business Group

As larger companies embrace Microsoft Dynamics GP as either their primary ERP system or for divisional ERP, they are creating internal help desks to better support their users. As anyone who has worked at or called in to a help desk knows, the level of support is directly related to the support personnel's familiarity with the system.

Fortunately, for companies looking to build an internal help desk or even for a single administrator looking to streamline support around Dynamics GP, there are some great opportunities to use Dynamics GP in practical ways even as you support the rest of the users.  By using Dynamics GP to support other users, support personnel spend more time actually working in Dynamics GP and improving their ability to deliver answers.

The tools for building a help desk function are a mix of free tools, included features and modules included as part of the Advanced Management option in Business Ready Licensing. Advanced Management is the middle option for Dynamics GP licensing and would typically be at least the minimum selection for larger customers.

Support Tools

For troubleshooting Dynamics GP, the single best tool available is the Support Debugging Tool. This is a free tool from Microsoft that is available via  partners. The Support Debugging Tool  provides a host of features for supporting Dynamics GP including tools to:

  • Identify specific security settings when access to a form or report is denied
  • Export and email denial details to an administrator
  • Allow and administrator to import denied security details and make adjustments as appropriate
  • Allow users to take screenshot of errors and email them to support without leaving Dynamics GP
  • Include system details and critical settings ...

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Customer Engagement Dynamics 365 Dynamics GP Field Service Field Service Professional Services Support Debugging Tool help desk
About Mark Polino

Mark Polino is a Certified Public Accountant (CPA) and a former Microsoft MVP (2007-2018) for Business Solutions. He is the author or coauthor of 5 books related to Microsoft Dynamics GP.  Mark also maintains the Dynamics GP focused website DynamicAccounting.net. He speaks and writes regularly about ERP related topics. Mark has been a controller and CFO for a division of a publicly traded company and he has  worked as a consultant implementing ERP solutions. Mark holds additional certifications including Certified Information Technology Professional (CITP), Certified in Financial Forensics (CFF) , Chartered Global Management Accountant (CGMA). Dynamics Credentialed Professional for Dynamics GP 2015 (Core Install and Core Financials), Xero Certified. He holds a bachelor's degree in accounting from the University of Central Florida and an MBA from Rollins College. Mark lives with his family in Florida.

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