Microsoft Dynamics® CRM Training
Creating a Goal Metric
An error occurred while loading the video. Please try again.
Creating a Goal Metric
Hi, and welcome to the Success Portal by xRM.com.
This tutorial refers to a video called “Creating a Rollup Query”.
In CRM Online, Goal Metrics are used to measure progress towards a Goal and specify where the data comes from to produce that measurement.
In this tutorial, we will create a Goal Metric, create a Rollup Field for that metric, and then use our newly created Goal Metric in a Goal called “Customer Satisfaction”.
This task requires a Security Role of Manager, Vice President, CEO-Business Manager, System Administrator, System Customizer, or equivalent privileges.
We begin by navigating to Service > Goal Metrics, and then clicking New in the ribbon.
The Goal Metric form opens with the temporary name “New”. We’re going to use this new metric for a Goal that counts the number of resolved Cases with a Satisfaction rating of “Very Satisfied”. The Goal is to reach 10 such Cases in a fiscal quarter. Therefore, let’s give this Goal Metric the Name “Satisfaction Rating”.
In the Metric Type field, we’ll select “Count” since we’re recording the number of Cases that meet a certain criteria. If we wanted to track a monetary amount, we’d select “Amount”.
Since we chose “Count”, the Amount Data Type field is not applicable to us.
Now, we need to create a new Rollup Field, but first we must save the record.
Once the form refreshes, click inside the Rollup Fields box, and then click Add New Rollup field.
The Rollup Field form opens. Remember, we want to track an actual number of Cases that meet specified criteria. So let’s select “Actual (Integer)” in the Rollup Field dropdown.
In the Source Record Type field, we’ll select “Case”. In the Source Record Type State field, we’ll select “Resolved”, and in the Source Record Type Status field, we’ll select “Problem Solved”.
Below, in the Record Type field, we’ll select “Case”. In the Date Field dropdown, we’ll select “Modified On” so that that the Cases are applicable to the fiscal quarter in which they were last modified.
We have specified our Rollup Field information, so let’s click Save & Close, thus closing the form.
We have now created our Goal Metric, so let’s apply it to a Goal. Click Save & Close to close the form.
Navigate to Service > Goals. Let’s open the Goal called “Customer Satisfaction”, which I have already created for this tutorial.
Once the Goal record opens, notice that I have already specified “Satisfaction Rating” as the Goal Metric. The Goal is not complete though. We want to view Cases with a Satisfaction rating of “Very Satisfied”. In order to do that, we need to apply the Rollup Query that we created in the video called “Creating a Rollup Query”.
Scroll down to the Goal Criteria area, and in the Rollup Query-Actual (Integer) field, choose “Very Satisfied Customers”.
Now, let’s click Save in the ribbon. Once the form refreshes, click Recalculate in the ribbon. We can see the progress we’ve made towards this Goal by navigating to Participating Records > Actual (Integer) in the left pane. We see two records that have been resolved with a Satisfaction rating of “Very Satisfied”. We can also close the record and see that the Goal is listed with a Target of 10 and an Actual of 2.
We have successfully created a Goal Metric and applied it to a Goal.
Thanks for watching.
Thank you very much for your time.