Goal Management

Goal Management in Dynamics 365

Goal management in Dynamics 365 is a tool that can give you great insight into your data and help you keep on track with your business objectives. With just a few clicks, you can learn estimated versus actual value for a fiscal period, the number of products sold, the number of cases resolved, the number of new clients, and so on.

Tip! To learn about other analytics tools, enroll in a Reporting training.

To help you understand how goals work, consider the following scenario:

Example of Goals in Dynamics 365

Your company sells concert tickets. You, as the sales manager of your company, want to track how much revenue your sales agent has brought in for the current fiscal period, and how many tickets they have sold.

To get these numbers, you need three things:

  • Goal. This gives you the actual figures, whether it is revenue or number of tickets sold.
  • Goal Metric. This tells you how your goal figure is being measured (number versus dollar amount). There are some out of the box goal metrics for Revenue, No. of Product Units, and No. of Cases, but goal metrics can be created for anything you wish to measure.
  • Roll-up Field. The goal metric has roll-up fields which are the definitions of how we want to calculate actual and estimated values of the goal being measured—in our case, estimated versus actual revenue and estimated versus the actual number of tickets sold.

Creating a Goal

Goals can be reached from the Sales or Service functional areas in Microsoft Dynamics 365

Click on Goals and select New in the command bar.

View Create New Goal in 2011

2. A new window will pop up. Give the goal a Name.

3. You’ll also want to associate this goal with a specific user. To do this, do a lookup for the Goal Owner field and choose the appropriate name.

Goal Name and Owner in CRM 2013

4. To create a new goal metric, select the Goal Metric lookup icon. This will pop up the Goal Metric form.

Add Goal Metric CRM 2013

Goal Metric Look Up CRM 2013
View Goal Metric Look Up in 2011

5. On the Goal Metric form, give the metric a name and choose the Metric Type Amount. Note: Count returns the number of rows, not the actual values, so choose Amount. For Amount Data Type, choose Money if you are tracking the revenue, or Integer if you want to track the number of tickets.

6. If you want, you can also track stretch targets. For example, a salesperson may have a target of bringing in $5,000 revenue and a stretch target of $7,000.

Name New Goal Metric CRM 2013

7. Once those fields have been entered, save the record.

8. Now we’ll add the Rollup Fields to the Goal Metric. Select the Rollup Fields area and select Add New Rollup Field in the ribbon.

Add new Roll Up Field CRM 2013

9. This is where you’ll create new rollup fields for actual and estimated values (separate).

10. We’ll set up the rollup field to Actual (Money) (or if you prefer, In Progress (Money) for estimate revenue) because we are tracking revenue. Our source field is in the opportunity entity, so we choose Opportunity as the Source Record Type. Set Source Field to Actual Revenue (or if you prefer, Est. Revenue). If you are tracking revenue for a particular product, set Source Record Type Status to that specific product.

11. Finally, set the Record Type to the entity from where the value is coming from (Opportunity in our case), and set the Date Field to Actual Close Date for actual revenue (or if you prefer, Est Close Date for estimated revenue).

New Roll Up Field Specifics CRM 2013

12. Save and close your Rollup Field window, then the Goal Metric window.

13. Now you should be back on the Goal form. Choose a period for which you want to track the actual revenue, and hit Recalculate. The actual revenue that the salesperson has brought in so far is shown in the Actual (Money) field, as well as Percentage Achieved.

Working with Goals

Goals will automatically be recalculated every 24 hours. A system administrator can alter that time frame to happen more frequently if needed in System Settings. Additionally clicking the Recalculate button at any time in the command bar will force a recalculation of the selected goal.

Goals can be viewed with any of the system views, using the Progress against goals report, or any of the out-of-the-box goals charts such as Goal Progress (Money) to look at revenue based goals, Goal Progress (Count) to look at amount based goals, Percentage Achieved, Today’s Target vs. Actuals (Count), and Today’s Target vs. Actuals (Money).

From within the Goal, you can see the last time the goal was calculated under the Actuals section.

To left under Participating Records you can see the records that are being used in the calculations of the goals.

Child Goals

Goal management in Dynamics 365 can also be used for parent and child goals. Child goals need to be for the same goal metric, and time-frame in order to roll-up to the parent goal, but could be owned by different users. For example, a customer service manager may have a goal to resolve 200 cases per month. If they have four employees, each customer service representative could be responsible for a child goal of resolving 50 cases that will then roll-up to the parent goal of 200 cases for the entire department.

Beyond the Basics

If you want a more formal introduction to Dynamics 365, check out Dynamics 365 University’s CRM Boot Camp for Dynamics 365.