Best practices for new and existing KPIs in Gamification

Dynamics 365 - Gamification includes several default KPIs when the solution is installed. For more information about installing Gamification in Dynamics 365 (online), see Install and configure the Gamification solution in Dynamics 365 (online).

You can edit or remove default KPIs according to your organization's requirements. More information: Configure KPIs for Gamification in Dynamics 365 (online)

Useful KPI scenarios

Motivate your reps to generate new leads and opportunities, get the most out of the teams that work with customers, or help them troubleshoot issues.

There are various way to create useful KPIs based on the data of a Dynamics 365 (online) instance. Consider the examples below for inspiration and adapt them to your business and game requirements.

Let us know what KPIs you find work well, or not so well, on the Dynamics Community Forum.

KPI name KPI configuration Business scenario
Appointments 5 points for every appointment created. - Lead generation
- Outside sales
Calls made 2 points for every successful call with a prospect/lead. - Lead generation
- Inside sales
- Customer service
Cases resolved 20 points for every case resolved in Dynamics 365 (online). - Customer service
Emails sent 1 point for every email sent to a lead. - Lead generation
- Inside sales
- Customer service
Leads created 10 points for every new lead record created in Dynamics 365 (online). - Lead generation
- Inside sales
Opportunities created 20 points for every new opportunity created in Dynamics 365 (online). - Lead generation
- Outside sales
Pipeline added 1 point for every $1,000 potential revenue added to a sales pipeline. - Inside sales
- Outside sales
Revenue won 3 points for every $1,000 confirmed revenue. - Inside sales
- Outside sales
Tasks completed 10 points for every completed task in Dynamics 365 (online). - Customer service

Tip

  • Have a look at a comparable periods (previous month/ quarter/ same period in prior year) to estimate the average performance on KPIs and adjust points and scores to your business requirements.
  • Although it isn't reflected in Dynamics 365 (online), any KPI (especially revenue KPIs) can be set as a quota KPI in Gamification. It could be an actual performance against quota, or reps could be providing their own quotas as forecasts, in which case the true KPI being measured would be forecast accuracy.
  • Many KPIs have been completely customized, based on higher-level activity represented in custom entities or standard entities that have been customized to meet the requirements of a specific organization.
  • You can include fun KPIs as well. Sometimes important activities aren't tracked in Dynamics 365 (online). You can score these KPIs as bonus points by using Excel in combination with Excel point scoring capabilities. For example, you might reward your employees for cycling to work instead of driving. More information: Update game scores by using Excel point scoring capabilities in Gamification

See also

Overview for commissioners and game managers in Gamification
Configure KPIs for Gamification in Dynamics 365 (online)
Update game scores by using Excel point scoring capabilities in Gamification
Set up and run games in Gamification