Question

You are a Dynamics 365 system administrator. Your customer service team must define goal metrics to track and measure all resolved cases. You need to create a goal metric with a rollup field.

In which order should you perform the actions?

Answer 1

To create a goal metric with a rollup field in Dynamics 365, first define the goal metric, then specify rollup fields, and finally establish goal records with targets. These steps help track and measure resolved cases for a customer service team.

Step-by-step explanation:

The process of creating a goal metric with a rollup field in Dynamics 365 involves a series of steps that must be followed in a specific order. Firstly, you should define the goal metric itself, which is the foundational component that represents what is being tracked. Then, you will specify the rollup fields which are essentially the detailed data points that will be aggregated up to the goal metric. Once the goal metric and rollup fields are established, the next step would be to create a goal record that applies the metric and sets targets for your customer service team.

To achieve this, you may need to carry out the following tasks in sequence:

1. Create the goal metric and specify the metric type (count or amount).
2. Create one or more rollup fields related to the resolved cases within the goal metric.
3. Set up a goal record linked to the goal metric and define the target value for resolved cases.

This will ensure the customer service team can effectively track performance against their objectives for resolved cases.

Answer 2

To create a goal metric with a rollup field in Dynamics 365, start by defining a new goal metric, create a rollup field specifying 'Resolved Cases', and then associate the goal metric with a specific goal.

This allows the customer service team to track and measure their performance on resolved cases effectively.

Step-by-step explanation:

Creating a Goal Metric with a Rollup Field in Dynamics 365

To create a goal metric with a rollup field in Dynamics 365 for customer service goals, you should follow these steps in order:

1. Navigate to the Goal Metrics area in Dynamics 365.
2. Select New to create a new goal metric.
3. Enter the required details for the goal metric, including the name and the metric type (Count or Amount).
4. Once the goal metric has been defined, create a Rollup Field. This will involve specifying the records to roll up and defining the criteria for these records, such as 'Resolved Cases'.
5. Save and close the newly created goal metric.
6. Link the goal metric to a specific goal by creating a new goal and associating it with the defined goal metric.
7. Configure any further specific goal criteria or rollup queries as needed to ensure accurate tracking and measurement of resolved cases.

Through these steps, your customer service team would be able to track their performance efficiently by measuring all resolved cases against the established goal metric.