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How to use goals as an incentive in Microsoft Dynamics 365 CRM


The little used feature of Goal setting in Microsoft Dynamics 365 CRM is a way to set goals for Sales and Customer Service Representatives.

These goals serve to incentivise and measure performance for employees. Where you can set goal metrics in order to track specified performance.

What goals can I use?

Microsoft have included a starter set of goals but allow you to add your own.

These goals are anything which can be measured. They are ‘totals of’ (monetary value) or ‘number of’, which is then applied to something like an Opportunity or Case, at a given point in time.

Example: Actual Value of Won Opportunities would be a metric in the Revenue

How do I set goals for individual employees?

Individual employees can be given targets from these predefined metrics, which they are then asked to achieve. Each employee can see their own set of goals and discuss with their manager. The goal falls within a certain time period and is then automatically calculated when the metric definition is reached.

For instance, closing an Opportunity as Won, would contribute to the revenue target, which the employee is trying to reach.

The image below shows you the tabs available to the employee:

  • Time period in which the target is set
  • Target is the ‘total’ or ‘number of’ the user is asked to reach in the time-frame
  • Actuals is the accrual to date in the period. This uses standard Dynamics roll up fields
  • Participating Records will show the data making up this total.
    E.g. the list of Opportunities Won adding up to the Actual value to date
Employee Targets in Microsoft Dynamics 365 CRM
Further Information

More information on ‘Setting Goals’ for your specific needs can be found on the Microsoft website.

If you have any questions about this or need assistance, then please contact the GCC Group Support Team on 0345 260 1151 or

Microsoft Dynamics 365 CRM

Microsoft Dynamics 365 CRM is a comprehensive customer relationship management software, used by small medium & enterprise sized businesses, to give you and your team the power to drive sales growth.

Connect your sales, marketing, and service teams with Microsoft Dynamics 365 CRM – breaking down any data silos.

Dynamics 365 CRM offers a choice of role-based CRM modules: sales, marketing, customer service & field service – simply choose which modules are needed for your business.

Speak to us today to find out which Microsoft 365 applications could be deployed in your business.