Scenario 2

Peter leads the sales team in Contoso, and wishes to go through the goals set for each of the sales members and understand how they are performing against the goals that have been set for them:

1. Create Goals for each of the team members:

In Dynamics CRM, we can define goals for each of the sales members. For defining the goals, navigate to Sales | Goals

2. For creating goals, we firstly need to define Goal Metrics. Goal Metrics indicate the criteria against which the goals are being set. Out-of-box, we can configure Goal Metrics on three points:
   1. Number of product units.
   2. Revenue earned.
   3. Number of cases.

Check out the following image for better understanding:

We will just go through one example of Revenue to see how it works:

The metrics could be of two types: Count and Amount. Count can be used in metric types such as the number of cases resolved or the number of product units sold, where we are interested in the actual number of items rather than the value in one of their attributes.

The rollup field's grid defines the collection of variables that are used in the calculation of the actual and in-progress fields. In the preceding example of Revenue Metric, we use the summation of the actual earned revenue in won opportunities as the actual earned revenue, and we use the summation of the estimated revenue in the in-progress opportunities as the in-progress estimated revenue field.

The following screenshot shows the roll-up query of the actual revenue:

3. After Goal Metrics have been defined for each Sales Member, we will go ahead and define the goal:

For creating a New Goal, click the New button. It should open up a form for entering the goal details:

The following are some of the important details for the same:

• • Name: This is the name of the goal
  • Parent Goal: This should be filled if there are some parent goals or a goal containing this goal as a child goal
  • Goal Metric: This is the metric used for creating the goal
  • Goal Owner: This field should contain the sales member responsible for the goal
  • Manager: This field should contain the name of the manager of the sales member to whom this goal will be rolled up
  • Fiscal Period: This is the period for which the goal is defined
  • Fiscal Year: This is the year for which the goal is defined
  • From: This is the date from which the goal is defined
  • To: This is the date to which the goal is defined
  • Target: This is the target defined in the goal; for the sake of this example, since we are using Goal Metric as Revenue, the target revenue will be added

This way, we can configure the goals for each of the users. In the previous step, we used Goal Metric as the Revenue. Therefore, as and when the sales manager closes any Opportunity as won, the actual revenue defined in the opportunity will be added to the target that the sales member has already achieved.

4. Let's now talk about the self-evaluation of targets by the sales manager:

Dynamics CRM provides an out-of-box sales member dashboard, which provides several insights to the sales manager as to how the member has performed so far. For navigating the Sales Manager dashboard, navigate to Sales | Dashboards | Sales Activity Dashboard. The following is a screenshot of the dashboard, along with the information it represents:

• • Goals Progress: This is a quarter-based performance of the sales manager against the goals that have been set up. As you can see in the preceding screenshot, the orange bar represents the revenue of opportunities that are in progress, and the blue bar represents the revenue of the won opportunities. The blue and white circles represents the target set.
  • Open Leads: This represents all the open leads in the system.
  • Opportunities Pipeline by Sales Stage: Out of the box, a Dynamics CRM opportunity can be in one of the following stages: Qualify, Propose, Develop, and Close. The chart shows the distribution of revenue present in these open opportunities in the stage category:

• • Sales Leaderboard: The chart shows a comparison of how different sales members are performing with respect to each other. The bar represents the sum of all the won opportunities of that sales member.
  • Open Opportunities: This is a view of all the open opportunities present in the system:

• • My Activities: This is a list of all the activities owned by the user.

5. Sales Manager Overview: As in a real-life scenario, all of the goals individually owned by the sales manager cascade to the sales manager. Dynamics CRM also provides a similar feature in which the goals owned by each user are cascaded to their manager. Once a sales manager logs into the system, he/she can navigate to Sales|Dashboard|Sales Management to understand how his/her team is performing. The following screenshot shows the dashboard, along with a summary of what the view represents:

• • Sales Pipeline: This chart provides a distribution of the revenue present in the open opportunities in terms of their stage category.
  • Actual Revenue by Month: This is a monthly analysis of the summation of the revenue earned in all the won opportunities.
  • Opportunities by Close Probability per Rep: This is a revenue comparison of how each sales member is performing. For each sales member, the bar plots the Actual Revenue in terms of different opportunity stages.
  • Top Open Opportunities: These are the top open opportunities in terms of their revenue.