Training Plan

This is the plan for getting the team comfortable with YND OS — both for brand-new hires and for existing staff during rollout.

Principles

• Train on what each role actually needs, not the whole app. Nobody needs a tour of /admin/permission-sets unless they're an admin.
• Use real examples from the pipeline, not abstract descriptions.
• Every session should end with the person doing the task themselves, not just watching.

Phase 1: Everyone (all roles)

Regardless of role, every new user should cover:

1. Signing in — see /help/getting-started/signing-in.
2. Navigation basics — the sidebar, /help, and how role-based access works at a high level (/help/getting-started/navigation, /help/permissions/how-access-works).
3. Mission Control — what it shows and how to use it as a daily home base (/help/features/mission-control).
4. Communications — since it's visible to everyone, make sure everyone knows how to use it (/help/features/communications-inbox).
5. Key vocabulary — Necessary Components, SAD, pipeline stages (/help/rollout/naming-conventions).

Phase 2: Role-specific training

Each person should complete the training path for their assigned role(s). See /help/roles/overview for the full breakdown; role-specific detail pages exist for each of: door-expert, csr, project-manager, dispatcher, design-concierge, reconciler, manager, installer, admin.

CSR (e.g., Danielle)

• /bookings/new intake flow (Align, Diagnose, Design, Decide) and the New Booking + Start Recording quick action
• /help/workflows/csr-booking-intake
• /dispatch, /routing, /schedule
• /help/troubleshooting/payments-not-showing and /help/troubleshooting/property-lookup-missing as quick-reference

Door Expert (e.g., Phil)

• /help/workflows/consultation-to-estimate and /help/workflows/estimate-to-proposal
• /estimate, /proposals, /pricebook, /configurator, /imagine
• Appointment Note Taker and ADD coaching indicators

Project Manager (e.g., Sergio)

• /help/workflows/site-assessment-scheduling, /help/workflows/field-capture, /help/workflows/post-field-routing
• /field, /projects
• If also doing scope validation: /help/workflows/scope-validation

Dispatcher

• /dispatch, /routing, /schedule
• /help/workflows/site-assessment-scheduling

Design Concierge

• /configurator, /imagine, /inspirations, /pricebook

Reconciler

• /help/workflows/scope-validation
• /projects, opening-level reconcile screens

Manager

• Everything their direct reports use, plus /approvals (note: not in the sidebar — bookmark the direct link) and /admin/pricebook-warranty, /admin/sandbox-feedback

Installer

• Read-only walkthrough of /projects — reinforce that this role cannot edit, only view

Admin

• /admin/users, /admin/permission-sets, /admin/tags, /admin/integrations/servicetitan, /admin/internal-notes-prompts, /admin/sales-coaching
• How to grant a permission set vs. change a role — see /help/permissions/how-access-works

Phase 3: Known-gap awareness (all roles that touch it)

Anyone whose role touches an ungated route or known issue should be told explicitly during training, not left to discover it:

• CSRs should be told about /csr-intake being legacy — use /bookings/new instead.
• Anyone working estimates/proposals should know proposals are immutable and corrections go through reverse-and-reissue.
• Anyone touching ServiceTitan-bound jobs should know about the Door/slab block (/help/troubleshooting/servicetitan-sync).

Cadence

• New hires: complete Phase 1 + their role's Phase 2 material before being given live customer work.
• Existing staff during rollout: a single session covering Phase 1 vocabulary/navigation, then role-specific walkthroughs scheduled per team.
• Ongoing: whenever a page-gating or naming change lands (see /help/rollout/open-decisions), it should be announced in Communications and reflected in this plan.

Related

• /help/onboarding/new-user-checklist
• /help/roles/overview