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MSD CRM Updates

CRM Goal Management and its Working

Microsoft Dynamics CRM Goal management is the tool that can provide you with great insight into your data and help you keep on track with your business objectives. With just a few clicks, you can learn to know the 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.

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

Your company sells concert tickets. You, as the sales manager,  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 the number of tickets sold.
  • Goal metric – This informs you how your goal figure is being measured. There are some goal metrics for the RevenueNo. of Product Units, and No. of Cases, but goal metrics can be made for whatever you wish to measure.
  • Rollup field – The goal metric has the roll-up fields which are the definitions of how we want to calculate the actual and the estimated values of the goal being measured—in our case, estimated versus actual revenue and the estimated versus the actual number of tickets sold.

Creating a CRM Goal Management

  1. Microsoft Dynamics CRM Goal Management can be reached from Sales or the Service functional areas.

2. Click to the Goals and select New in the command bar.

3. A new window will pop up. Give the goal a Name.
4. You’ll also want to associate this goal with a particular user. To do this, do a lookup for Goal Owner field and choose the appropriate name.

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

Add Goal Metric

Add Goal Metric

6. On the Goal Metric form, give the metric a name and choose the Metric Type Amount.
For Amount Data Type, choose Money if you are tracking the revenue, or Integer if you want to track the number of tickets.
7. If you want, you can track the stretch targets. For example, the salesperson may have a target of bringing in $5,000 revenue and the stretch target of $7,000.

8. After entering those field, save the record.
9. Now we’ll involve the Rollup Fields to the Goal Metric. Select the Rollup Fields area and choose Add New Rollup Field in the ribbon.

Add new Roll Up Field CRM

Add new Roll Up Field CRM

10. This is where you’ll create new rollup fields for the actual and the estimated values (separate).
11. We’ll set up the roll-up field to Actual because we are tracking revenue.
Our source field is in the entity, so we choose Opportunity as the Source Record Type. Set the Source Field to Actual Revenue. If you are tracking the revenue for a particular product, set the Source Record Type Status to that particular product.
12. Finally, set the Record Type to the entity from where the value is coming from and set the Date Field to Actual Close Date for actual revenue.
13. Save and close the Rollup Field window, then the Goal Metric window.
14. Choose the period for which you want to track the actual revenue, and hit the Recalculate. The actual revenue that the salesperson has brought in so far is shown in the Actual field, as well as the Percentage Achieved.

Working with Goals

CRM Goal Management will automatically be recalculated after every 24 hours. A system administrator can alter that time frame for more frequently if needed in System Settings.
Clicking the Recalculate button at any time in the command bar that will force a recalculation of the selected goal.

Goals can be seen 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 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 view the last time the goal was calculated under the Actuals section.

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

Also, Dynamics Customer Relationship Management Goal Management can be used for parent and child goals. Child goals need to be for the same goal metric, and the time-frame in order to roll-up to the parent goal, but could be owned by dissimilar users.

For example, the customer service manager may have a goal to resolve the 200 cases per month. If they have 4 employees, each of them could be responsible for a child goal of resolving the 50 cases that will then roll-up to the parent goal of the 200 cases for the entire department.

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