Configure KPIs for Gamification in Dynamics 365 (online)

Scores and achievements in your games are based on KPIs that you define in Gamification. It's a two-step process: first, in Dynamics 365 (online), a user with a Game Manager security role creates the KPIs. Next, the user chooses and configures the KPIs in Gamification when setting up a new game.

More information about setting up KPIs in Gamification: Set up and run games in Gamification
Basic information about KPIs; Concepts to learn before you get started using Gamification

Create KPIs in Gamification

When you set up a game, step 2 of the game setup experience requires you to define the KPIs for the game.

The KPIs you define in Dynamics 365 (online) will be available when you set up the game and the data syncs from Dynamics 365 (online).

Configure and edit KPIs in Dynamics 365 (online)

Configure KPI details in Dynamics 365 (online) to select them for a new contest in Gamification. The system creates a set of default KPIs when you install Gamification. Only the owner of a KPI can change its values. If the system created a KPI, you need to assign it to an owner before its values can be changed.

There are various ways to create useful KPIs based on the data of a Dynamics 365 (online) instance. Use our examples for inspiration, and adapt them to your business and game requirements. More information: Best practices for new and existing KPIs in Gamification

Configure a KPI

  1. In Dynamics 365 (online), go to Gamification > KPIs.

  2. In the Active KPIs section, click the KPI you want to configure.

    KPIs you've configured will have a status of Set up, while KPIs whose configuration is pending will appear as Not set up.

  3. In the Configure KPI Parameters section, for Type, select the object type you want to base your KPI on.

  4. Choose whether you want to award points based on an Amount or the Number of a record.

  5. Optionally, select Delta Settings to configure a scoring condition for that KPI that is based on the difference (the delta) between two attributes.

    For example, if you want to award points to players who resolve cases quickly, you can specify a condition that checks the Created On and Resolve By values and award points when the delta is less than 300 minutes (5 hours). When you create an amount-based KPI, you can even choose to use the delta value as the KPI amount and award points based on the actual delta value.

  6. Define which date field the points will be assigned on.


    Be mindful when you choose date fields. If you're using a date field that might change several times a day, like Modified On or Modified By, assigned points can be removed from one player and assigned to another, or the date of their point assignment might change.

    For example, let's say you create a KPI based on the lead entity that uses Modified On as the date field and Modified By as the field that specifies which user to assign points to. If a user creates a new lead on Monday, the system will assign points to this user on Monday. When this lead gets updated on Tuesday, the system will remove the user's points from Monday and move them to Tuesday, which could change how many points a player earns within the specified game period.

    If you have a system job that updates lead records on a daily basis by using a system account, any points that players earned will be removed after the job runs because the system modified the lead. The same logic applies if another user updates this lead record.

    To avoid this, use Scoring Behavior in the Additional Scoring Settings section.

  7. Select which users are assigned points from a given KPI.

    You can select multiple users while pressing the Ctrl key.

  8. Optionally, you can set up an additional query parameter for a KPI by creating a saved view.

    Go to Advanced Find, select the fields you want to filter on, and then click Save as new View. Next, you can edit the KPI, select the saved view, and then click Save to apply your changes.

    For example, if you want to award points only for appointments about a specific product, you can add the product name to the appointment description, and then add a query parameter to select an appointment for scoring only when the Description field contains the product name.


    Gamification doesn't support saved views that filter for the date field, or contain linked entities in filters or columns.

  9. Optionally, choose Scoring Behavior in the Additional Scoring Settings section. By default (if no check box is selected), points are always assigned based on the current state of the record. You can customize this by selecting one or more of the following options:

    • Keep scores when the record is deleted: When a record that is used by a KPI is deleted, scored points aren't removed from the player's score.

    • Keep scores when the record is no longer valid: For example, a KPI is configured based on a saved view that assigned scores only to records in the Completed state. After some time, a workflow automatically moves completed records to an Archived state. If this option is checked, the system will keep scores for these records.

    • Keep scores when the record is reassigned: When a record is assigned to another user in Dynamics 365 (online), scores will persist with the user who initially received the scored points.

    • Keep initial scores: Scores are assigned based on the values that were initially provided on the record that the KPI uses. For example, if you award points for potential revenue and the revenue forecast, the score won't change when the revenue forecast on the record is updated.


    If you edit a KPI with a custom scoring behavior that is already used in an active game, all points associated with the selected behavior options will be removed.

  10. Optionally, set the Time scoring in the Additional Scoring Settings section. By default, KPIs are scored all day, every day. You can specify the hours and days when the KPI is scored.

  11. To apply your configuration, click Save.

Next steps

When you are done setting up all required KPIs, Dynamics 365 (online) will sync the data to Gamification when you start the game.

If you want to score a KPI manually, you can use Excel point scoring. More information: Update game scores by using Excel point scoring capabilities in Gamification

Edit a KPI

  1. In Dynamics 365 (online), go to Gamification > KPIs.

  2. Click the KPI you want to edit.

  3. In the KPI Parameters section, click Edit.

  4. Change the parameters of the KPI to meet your requirements.

  5. To apply your changes, click Save.


Before you can edit a KPI that was automatically created when Gamification was installed, you must assign it an owner. Only the KPI owner can edit the values of a KPI.

See also

Overview for commissioners and game managers in Gamification
Set up and run games in Gamification