The Goals feature in Microsoft Dynamics CRM offers a convenient tool to track a variety of goal versus actual results based on data within CRM. For most organizations, the people who are assigned to goals are set up as users in CRM. They can then be set up as goal owners and records owned by these users easily roll up to actuals for the goals.
For some organizations, however, either the owner of the rolled up records is not the one responsible for the goal or there is a desire to track goals against non-CRM users. Let’s look at how you might handle an example of the latter.
In our example, Opportunities in CRM are owned by a CRM user, but that user is not ultimately responsible for goal achievement. Let’s say the organization uses broker sales reps to handle their sales responsibilities. The organization wants to set goals for each broker and measure performance using the CRM goals functionality. An inside person for the organization, who is a CRM user, is entering and maintaining the information in CRM for the brokers.
To capture the broker’s name on an Opportunity, the organization has added a Sales Representative lookup field on the Opportunity. This lookup is based off the Contacts entity – broker names are entered as Contacts. To track goals, the organization will set up an overall goal for the year, and also set up the individual sales representative (broker) goals as child goals.
Let’s look at how this goal configuration might look.
First, we will set up an overall goal, in this case called the “2016 Overall Total”. This goal will be owned by a CRM user (this user can own all of the goals) and have a custom period covering 2016. Also, the total organization actual and/or in-progress values are set up. Finally, set the option of Roll Up Only from Child Goals to “Yes” and Record Set for Rollup to “All”. No selections for the Rollup Queries are needed.
Next, we can set up the child goals for 2016. Here, we use the Name field to identify who the goal is for and the year of the goal. This is what we will see on our charts for goals. The goal owner is the same user that owned the overall goal (just needs to be a CRM user). The custom period is the same as the total goal and the target for the individual sales representative is entered.
Make sure Record Set for Rollup is set to “All”. Next, we need to set up Rollup Queries for the Actual and In-Progress values. The rollup queries will need to be unique each year in order to select the correct records based on the Sales Representative field on the Opportunity.
Here is an example for rolling up 2016 won Opportunities for Sales Representative Brian Roberson.
This process would continue for additional sales representative goals that are each associated to the parent goal.
When complete, the goal reporting tools can be used for visual representations or other queries/reports can be set up as usual from goal information.