80546_CRM13_ENUS_APP_SM_06

MODULE 6: METRICS AND GOALS

Module Overview Microsoft Dynamics CRM uses two record types known as Goal Metrics and Goals. These record types combine to provide a powerful, flexible set of goal management features. Goal management allows organizations to track individual, team, and organizational progress toward specific goals.

Use Goal Metrics to specify the following basic information:

The type of data in which the goal is defined. For example, a sales goal metric is often defined as a "Money" data type.

The record type and field for which goal targets are entered and actual and in-progress values are tracked. These are referred to as "Rollup Fields. A typical goal metric for sales is defined for the Opportunity record type, and defines actual sales as Opportunity records with a status of Won.

After goal metrics are defined, Goals are created. Goals contain more specific information than goal metrics, including the following information:

The goal metric on which the goal is based.

The goal ownerthe user or team to which the goal is assigned.

The fiscal period for which the goal is created.

The target value of the goal for the fiscal period.

Objectives

The objectives are:

Create and manage sales goals for individuals, teams, and the organization.

Configure fiscal periods.

Define Parent and Child Goal Records.

Work with individual Goal records.

Create rollup queries.

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Sales Management in Microsoft Dynamics CRM 2013

Configuring Goal Metrics Defining Goal Metrics is a two-step process.

FIGURE 6.1: GOAL METRIC

Step 1: Provide the following information:

Provide a name for the goal metric in the required Name text field.

In the required Metric Type field, select Count or Amount.

If Amount is selected as the metric type, the Amount Data Type field is then required. It can have one of three possible values: Money, Decimal, or Integer.


Module 6: Metrics and Goals

FIGURE 6.2: GOAL ROLLUP

Step 2: Define the Rollup Field. This three-step process is described in the next topic.

Microsoft Dynamics CRM includes three predefined Goal Metric records to base goals on and to view as examples of how to configure goal metrics. These are the following:

No. of Cases: Create goals for the number of service management cases resolved in a time period.

No. of Product Units: Create goals for the quantity of Opportunity Products included in open or won opportunities in a time period.

Revenue: Create sales goals, defined in terms of open and won opportunities for a time period.

Demonstration: Configure Goal Metrics This demonstration shows how to create a goal metric for "invoiced revenue. To create the new goal metric, follow these steps:

1. Log into MT14-WS12-LON-DC1-CRM13-App as ADVWORKS\CRMADMIN using the password Pa$$w0rd.

2. Open Internet Explorer. 3. In the Navigation Bar, click SALES and then click GOAL METRICS. 4. On the Command Bar, click New. The Goal Metric form opens. 5. In the Step 1 section, in the Name field, type "Invoiced Revenue. 6. In the Metric Type field, select Amount.



7. In the Amount Data Type drop-down list, select Money. 8. On the Goal Metric tab, in the Save group, click Save. 9. Click inside the grid on the form's Rollup Fields tab. 10. On the Rollup Fields tab, in the Records group, click Add New

Rollup Field. 11. In the Step 1 section, click the Rollup Field drop-down list, and then

select Actual (Money) 12. In the Step 2 section, click the Source Record Type drop-down list,

and then select Invoice. 13. In the Step 2 section, click the Source Field drop-down list, and then

select Total Amount. 14. In the Step 2 section, click the Source Record Type State drop-

down list, and then select Paid. 15. In the Step 3 section, accept the default value of Invoice in the

Record Type drop-down list, click the Date Field drop-down list, and then click select Modified On.

16. On the Rollup Fields tab, in the Save group, click Save and Close.

Configure Fiscal Periods Before creating goals in Microsoft Dynamics CRM, you may need to configure Fiscal Year settings.

FIGURE 6.3: FISCAL YEAR


Module 6: Metrics and Goals To configure fiscal year settings, follow these steps:

1. In the Navigation Bar, click SETTINGS. 2. On the Business Management page, click Fiscal Year Settings. The

Fiscal Year Settings dialog opens. 3. Enter a date in the Start Date field, or select one from the Start Date

calendar control. 4. From the Fiscal Period Template drop-down list, select an

appropriate value, such as Monthly or Quarterly,. 5. Optionally, in the How to display? section of the dialog, select

appropriate values. 6. Click OK when finished.

The image shows the Fiscal Year Settings dialog, with a quarterly fiscal period configured.

FIGURE 6.4: FISCAL YEAR

Demonstration: Change a Fiscal Period To change a fiscal period in Microsoft Dynamics CRM, follow these steps:


2. Open Internet Explorer. 3. In the Navigation Bar, click SETTINGS. 4. On the Business Management page, click Fiscal Year Settings. The

Fiscal Year Settings dialog opens.



5. Modify the existing Fiscal Year settings by completing the following fields as described previously: a. Set the fiscal period

i. Start Date ii. Fiscal Period Template

b. Specify how the year should be displayed by entering the

following values: i. Fiscal Year ii. Named Based On iii. Fiscal Period iv. Display As

6. Click OK.

Creating and Assigning Goal Records Goals can be related to each other as parent and child goals. For example, each member of a sales team may have an individual sales goal, and the sales team may have its own goal. In this example, the goal owned by the sales team can be the parent goal of each of the members' individual goals, which are then referred to as child goals.

Goals contain the following information:

The Goal Metric on which the goal is based.

The Goal Owner the user or team to which the goal is assigned.

The Fiscal Period for which the goal is created.

The Target Value of the goal for the fiscal period.

Demonstration: Creating and Assigning Goals To create an individual sales goal with a parent goal, follow these steps:


2. Open Internet Explorer. 3. In the Navigation Bar, click SALES, and then click GOALS. 4. On the Command Bar, click NEW. The Goal form opens. 5. In the General section, in the Name field, type an appropriate value.


Module 6: Metrics and Goals 6. In the Parent Goal field, select the parent goal record. The Goal

Metric and the information in the Time Period section are updated automatically to match the information in the parent goal.

7. In the Goal Owner field, assign the goal to a person or team. 8. On the Goal tab, in the Save group, click Save. 9. In the Targets section, in the Target (Money) field, enter the target

value of the goal. 10. On the Goal tab, in the Save group, click Save and Close.

Creating and Recalculating Parent and Child Goal Records

In Microsoft Dynamics CRM, goals can be related to each other as parent and child goals. For example, each member of a sales team may have an individual sales goal, and the sales team may have its own goal. In this example, the goal owned by the sales team can be the parent goal of each of the members' individual goals, which are then referred to as child goals.

Demonstration: Creating and Recalculating Parent and Child Goals

To create a parent and child goal, follow these steps:


2. Open Internet Explorer. 3. In the Navigation Bar, click SALES and then click GOALS. 4. On the Command Bar, click NEW. The Goal form opens. 5. In the Name field, type "Alan's Monthly Sales Goal". 6. On the Goal Owner field, use the Lookup button to assign the goal

to Alan Jackson. 7. On the Goal Metric field, use the Lookup button to select the

Revenue goal metric. 8. In the Time Period section, accept the default values of the current

fiscal period, and then click Save. 9. In the Target (Money) field, type "10000". 10. In the Information section, click Goal Criteria.



11. Notice that the default value of the Record Set for Rollup field is Owned by goal owner. This is correct for the current goal, since Alan wants to include all relevant records for which he is the owner in the rollup values.

12. On the Goal tab, in the Save group, click Save and Close. 13. In the goals list, select the goal just created, and in the Actions group

of the Goals tab, click Recalculate. Click OK, if you receive a message from a Message from webpage asking whether you want additional time to complete the data rollup.

14. Notice that the Actual and In-progress fields update to reflect the underlying data.

Creating a Rollup Query When you define a Goal record, the fields in the Goal Criteria section of the form determine how actual and in-progress amounts are rolled up against the goal. These are described as follows:

Roll Up Only From Child Goals: If the only values that contribute to the rollup calculations are Child records, select Yes. Otherwise select No.

Record Set for Rollup: If the only values that contribute to the rollup calculations are records owned by the owner of the goal, select Owned by goal owner. Otherwise select All.

If All is selected for Record Set for Rollup, you must select Rollup Queries for the actual and in-progress goals.

If All is selected, a criterion other than the owner must be used to determine which records are rolled up.

The Goal Metric specifies how the status values of a record map to a goal's in-progress or actual values.

The Time Period fields on the Goal record specify how the date fields on a record determine which time period it should count toward in-progress or actual values.

The Goal Criteria fields on the Goal record specify everything else about which records should contribute to the in-progress and actual values.


Module 6: Metrics and Goals The following two examples illustrate this important concept:

For a comprehensive goal of all sales closed within a time period, a rollup query with no restrictions would be appropriate. This is because the goal metric is used to filter out records by status value, and the time period fields on the goal are used to filter records by time period.

For a more targeted goal of sales for a specific business line within a time period, the rollup query would be used to filter for opportunity records for that business line only.

Demonstration: Creating Rollup Queries To create a rollup query, follow these steps:


2. Open Internet Explorer. 3. In the Navigation Bar, click SALES and then click GOAL METRICS. 4. On the Goal Metrics Command Bar, click NEW. The Goal Metric

form opens. 5. In the Step 1 section, in the Name field, type "Invoiced Revenue". 6. In the Metric Type field, select Amount. 7. Select Money in the Amount Data Type drop-down list. 8. On the Goal Metric tab, in the Save group, click Save. 9. On the form's Rollup Fields tab, click inside the grid. The Rollup

Fields contextual tab appears. 10. On the Rollup Fields tab, in the Records group, click Add New

Rollup Field. 11. In the Step 1 section, click the Rollup Field drop-down list, and then

select Actual (Money) 12. In the Step 2 section, click the Source Record Type drop-down list,

and then select Invoice. 13. In the Step 2 section, click the Source Field drop-down list, and then

select Total Amount. 14. In the Step 2 section, click the Source Record Type State drop-

down list, and then select Paid. 15. In the Step 3 section, accept the default value of Invoice in the

Record Type drop-down list, and then select Modified On in the Date Field drop-down list.

16. On the Rollup Fields tab, in the Save group, click Save and Close.



Lab: Goal Management for Individuals, Teams, and Parent-Child Goals

Scenario

Alan Jackson wants to implement a Goal Metric for himself including a Parent-Child goal and apply a rollup query. He will start by creating a sales goal for himself and test it before rolling it out to other users in the organization.

Objectives

During this lab you will complete the following:

1. Create a metric. 2. Create a goal for an individual. 3. Create a parent-child goal. 4. Create a rollup query. 5. Update Opportunity records so the results reflect on the individual

and parent goal rollup results.

Exercise Scenario Use the instructions provided above in the goal description to create a Goal Metric for Invoiced Revenue, include an individual goal for Alan Jackson that includes a Parent-Child goal with a rollup query.

High Level Steps

1. Create a goal metric and rollup query. 2. Create a goal for an individual with a parent goal. 3. Update an opportunity record so the results reflect the individual and

parent goal rollup results

Detailed Steps

1. Create a goal metric and rollup query. a. Log into MT14-WS12-LON-DC1-CRM13-App as

ADVWORKS\CRMADMIN using the password Pa$$w0rd. b. Open Internet Explorer. c. In the Navigation Bar, click SALES and then click GOAL

METRICS. d. On the Command Bar, click New. The Goal Metric form opens. e. In the Step 1 section, in the Name field, type "Invoiced Revenue". f. In the Metric Type field, select Amount.


Module 6: Metrics and Goals g. In the Amount Data Type drop-down list, select Money. h. On the Goal Metric tab, in the Save group, click Save.

i. On the form's Rollup Fields tab, click inside the grid. j. On the Rollup Fields tab, in the Records group, click Add New

Rollup Field. k. In the Step 1 section, click the Rollup Field drop-down list, and

then select Actual (Money). l. In the Step 2 section, click the Source Record Type drop-down

list, and then select Invoice. m. In the Step 2 section, click the Source Field drop-down list, and

then select Total Amount. n. In the Step 2 section, click the Source Record Type State drop-

down list, and then select Paid. o. In the Step 3 section, accept the default value of Invoice in the

Record Type drop-down list, and then in the Date Field drop-down list select Modified On.

p. On the Rollup Fields tab, in the Save group, click Save & Close.

2. Create a goal for an individual with a parent goal. a. In the Navigation Bar, click SALES and then click GOALS. b. On the Command Bar, click New. c. In the General section, in the Name field, type Goal for Q3. d. In the Fiscal Year field, select FY2013. e. In Goal Metric select Invoiced Revenue. f. In the Fiscal Period field, select Quarter 3. g. In the Goal Owner field, assign the goal to Alan Jackson. h. On the Goal tab, in the Save group, click Save. i. In the Targets section, in the Target (Money) field, enter the

target value of the goal. j. On the Goal tab, in the Save group, click Save & Close.

3. Update an opportunity record so the results reflect the individual and

parent goal rollup results a. Open the individual goal called Goal for Q4 (Sample). b. In the left navigation area, under the Participating Records

section, click In-progress (Money). c. Open the 6 orders of Product SKU JJ202 (sample) Opportunity

record from the open opportunity view. d. On the forum, locate the Est. Revenue field, update the record,

and close. e. On the Goal for Q4 (Sample) record, click the Goal tab, and in

the Command Bar, click the Recalculate button.



f. When prompted with, Data roll up might take some time. Click OK to continue. click OK.

g. Click the Actuals tab, locate the In-progress (Money) field to make sure this reflects the change to the opportunity.

h. Click Save & Close. If prompted, with a Windows Internet Explorer dialog box, click Yes.



Module Review Sales organizations have a primary goal, and that is to sell products, services, or both. While each organization might have different selling techniques, processes, and customer types, sales people within these organizations are held accountable for attaining a level of performance as it directly ties to the revenue of their company. While the actual management of holding sales team members accountable is a function of management, personal responsibility, and human resource management, tools and data must exist to measure their performance and level of accountability.

Within Microsoft Dynamics CRM 2013, organizations can use the Goal Management functionality discussed in this module to systematically track how sales representatives as well as entire sales teams perform. While the Microsoft Dynamics CRM Goal Management functionality is commonly related to opportunity performance management, it can also track progress toward goals related to any kind of record within the system.

Additionally, the results and performance of the users and teams can be evaluated through charts, dashboards, and reports, which are available, by default within Microsoft Dynamics CRM.

Test Your Knowledge

Test your knowledge with the following questions.

1. Which of the following are true regarding Microsoft Dynamics CRM goals?

( ) A Goal Metric record specifies the record type a goal is defined for and the status values that roll up to in-progress and actual values

( ) A Goal Metric record specifies the record type a goal is for as well as its owner and time period.

( ) In-progress and actual values are calculated fields that must be manually recalculated to reflect changes in the underlying data.

2. After goal metrics are defined, which of the following are created to contain more specific information?

( ) Fiscal Period

( ) Goals

( ) Rollup Query

( ) Target Value


Sales Management in Microsoft Dynamics CRM 2013 3. True or false: You can edit Fiscal Period settings.

( ) True

( ) False

4. True or false: Goals must have a Parent-Child goal.

( ) True

( ) False



Test Your Knowledge Solutions

Module Review and Takeaways

1. Which of the following are true regarding Microsoft Dynamics CRM goals?

( ) A Goal Metric record specifies the record type a goal is defined for and the status values that roll up to in-progress and actual values

( ) A Goal Metric record specifies the record type a goal is for as well as its owner and time period.

() In-progress and actual values are calculated fields that must be manually recalculated to reflect changes in the underlying data.

2. After goal metrics are defined, which of the following are created to contain more specific information?

( ) Fiscal Period

() Goals

( ) Rollup Query

( ) Target Value

3. True or false: You can edit Fiscal Period settings.

() True

( ) False

4. True or false: Goals must have a Parent-Child goal.

( ) True

() False




Module 6: Metrics and GoalsModule OverviewObjectives

Configuring Goal MetricsDemonstration: Configure Goal MetricsConfigure Fiscal PeriodsDemonstration: Change a Fiscal PeriodCreating and Assigning Goal RecordsDemonstration: Creating and Assigning GoalsCreating and Recalculating Parent and Child Goal RecordsDemonstration: Creating and Recalculating Parent and Child GoalsCreating a Rollup QueryDemonstration: Creating Rollup QueriesLab: Goal Management for Individuals, Teams, and Parent-Child GoalsScenarioObjectivesExercise ScenarioHigh Level StepsDetailed Steps

Module ReviewTest Your Knowledge

Test Your Knowledge SolutionsModule Review and Takeaways

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80546_CRM13_ENUS_APP_SM_06