SAP cloud solutions are powerful tools used by businesses worldwide to streamline various operations. However, effectively using SAP software requires more than just logging in the application.
The terms: end-user training, user learning, user enablement and user assistance are sometime mixed to designate the same purpose which also create confusion and challenges to achieve different goals.
In this article, I try to explain and discuss how these terms differ and what are the different use cases.
Concept |
Definition |
Example |
End-user Training |
Formalized teaching of SAP software to users, usually in a structured course, workshop to improve understanding and efficient use of the SAP software.
This term is commonly used during an implementation project of an SAP software. |
Before Go-Live the project team offers a two-day training course for the employees (users of the new SAP S/4HANAsystem) to learn how to use SAP S/4HANA, covering topics such as navigating, entering data, generating reports, and managing orders.
This training can be based on a standard SAP standard class and/or can cover the specificity of the organization and proper customisation of the SAP S/4HANA system. |
User Learning |
The process by which users acquire knowledge and skills related to SAP software through self-guided exploration, practice, and experimentation. Aligned with digital first strategy. |
An individual decides to learn how to use SAP S/4HANA by reading how-to guides, practicing on their own, taking in-app simulation / tutorials, in-app guided tours, watching overview videos, and accessing single learning page on the SAP learning platform with interactive content, all at their own pace. |
User Enablement |
Provision of tools, resources, and support to help users make the most of SAP software, including training, learning resources, and ongoing support, as well as features within the software itself that help users understand and utilize its capabilities effectively. |
SAP provides a comprehensive SAP help portal for SAP S/4HANA, in-app help through SAP Companion, live chat support, regular webinars, in-app guided tours, overview videos, SAP Enable Now (as a tool) community to empower users to become proficient and confident in using SAP S/4HANA. |
User Assistance |
Help provided to users to overcome challenges encountered while using SAP software, including documentation, help centers, tooltips, context-sensitive help, or support from customer service representatives. |
A user encounters an error while using SAP S/4HANA, they can get assistance through SAP Support or SAP Companion to troubleshoot the issue or accesses the SAP help portal for SAP S/4HANA. Alternatively, they can contact customer support for further guidance. |
Now that you understand the differences between these concepts, consider the following questions:
Have you ever used SAP software? How did you learn to use it? Did you receive formal training or were you self-taught?
How important do you think it is for businesses to understand these definitions and provide their employees with effective SAP software user training, learning, enablement, and assistance?
Have you used any of the learning methods mentioned above, such as guided tours, videos, or simulations? What was your experience like?
Do you have any additional perspectives or examples to share? We'd like to hear from you in the comments section below.
