The out-of-the-box CRM provides a dialog capability - a way to ask questions and answers are entered into the database - the User does not have to worry about which screen to go to or where the information is stored.
The system prompts the User for the information it would like to have, and asks different questions depending on the answers give.
This is especially useful when you collect information as part of an Intake process, or when seeking to understand and determine the best approach, for a Contact or Organisation's specific circumstances.
Questions and circumstances to be evaluated are not overlooked or forgotten, but the User still has control over the flow and flexibility to work to the situation they are dealing with.
The business outcome is greater efficiency in collecting data to allow for proper evaluation and processing. Because this can model the most successful approach in collecting information, this tends reduce dependency on training and lift the overall level of performance.