Configure relationship analytics and health
Relationship analytics provides graphical representation of KPIs and activity histories for any contact, opportunity, lead, or account to the users.
License and role requirements
|License||Dynamics 365 Sales Premium
More information: Dynamics 365 Sales pricing
|Security Role||System Administrator
See Predefined security roles for Sales
This feature is intended to help sellers or sales managers enhance their team’s performance. This feature is not intended for use in making, and should not be used to make, decisions that affect the employment of an employee or group of employees, including compensation, rewards, seniority, or other rights or entitlements. Customers are solely responsible for using Dynamics 365, this feature, and any associated feature or service in compliance with all applicable laws, including laws relating to accessing individual employee analytics and monitoring, recording, and storing communications with end users. This also includes adequately notifying end users that their communications with sales persons may be monitored, recorded, or stored and, as required by applicable laws, obtaining consent from end users before using the feature with them. Customers are also encouraged to have a mechanism in place to inform their sales persons that their communications with end users may be monitored, recorded, or stored.
To configure relationship analytics and health
Verify that advanced Sales Insights features are enabled. To learn more, see Install and configure premium Sales Insights features.
Go to Change area in the lower-left corner of the page and select Sales Insights settings.
On the site map, under Relationship insights, select Relationship analytics.
The configuration page opens.
Select the toggle to enable relationship analytics for your organization and then select Save.
Data sources and Relationship analytics with modern design and similar opportunities are enabled by default.
The application takes few seconds to enable relationship analytics for your organization. After relationship analytics is enabled, you can configure the parameters as required.
To view similar opportunities, under the Relationship analytics with modern design and similar opportunities section, turn on the Enabled toggle. By default, this option is enabled when you enable relationship analytics for your organization.
By enabling this option, users in your organization can see an improved relationship analytics tab for opportunities. The tab displays customer interaction KPIs along with suggestions calculated from similar won opportunities through AI-driven models.
If you don't want to view the similar opportunities in your organization, you can select the toggle and disable. The older version of relationship analytics is available for users.
For newly configured organizations, the enhanced relationship analytics is available by default for contacts, opportunities, leads, and accounts.
- You must have at least 30 won and 30 lost opportunities to compare with existing opportunities.
- To understand how users use this feature, see View similar opportunities.
To show the relationship health score in opportunities, views, and charts, set the toggle to On.
You can disable the option if you don't wish to display the score in opportunities, views, and charts. However, disabling the option does not affect the process of gathering the relevant health data.
Adjust the importance of activities of different types as they contribute to the relationship health score.
Businesses place different emphasis on the type of communication used with customers. The activities include, Emails, Meetings, Phone calls, and Tasks.
Choose Communication frequency.
Businesses have varying sales cycles and different expected levels of communications with customers. A longer expected communications frequency reduces the expectation of more recent frequent communications in the health score. A shorter expected communications frequency increases the expectation of more recent frequent communications in the health score.
Set Health score grading for health scores to grade opportunities.
When health score is calculated, the opportunities in your organization's pipeline are graded according to the range defined in this section. Each opportunity in the pipeline is graded Good, Fair, or Poor, according to the health score. Opportunities in the top score range are graded Good while records within the lowest score range are graded Poor.
You can configure the range for the grading according to your organizational requirements. When you change the health score range for a grade, the maximum range value for the adjacent grade changes automatically in accordance with the change in the minimum value. For example, when you change the minimum range value score for Good to 60, the maximum lead score range for Fair changes to 59.
After setting the values, the initial grading of opportunities can take up to 24 hours.
Relationship analytics is ready to use in your organization.
Allow to collect information from Exchange server
Enable the Dynamics 365 Sales Insights – Analytics option in the admin center to collect valuable information about communications—such as emails and meetings—for users in your organization from Exchange server. This data is used in analytics features for salespeople and sales managers. When you enable, the Exchange Data option on the relationship analytics configuration page is automatically selected.
Follow these steps:
Go to the Admin center.
Select Settings > Settings > Dynamics 365 Sales Insights – Analytics.
Read the description carefully, select the Allow org data to be used by Dynamics 365 Sales Insights - Analytics option, and then select Save changes.
Now you can connect to the Exchange server to collect data.
Add the health score widget to a form
By default, the health score widget is available only in the out-of-the-box Sales Insights form. If you're using customized forms, you can display the health score widget on your custom forms by following these steps.
- Adding health score widget is only supported in Unified Interface apps.
- You can't use the legacy form designer to add a health score widget to a form.
Sign in to the Power Apps portal.
Search for and select your organization's environment.
Select Data > Tables.
The Tables page opens with the list of tables.
Open the table, select the Forms tab, and then select a main form to add the widget to. In this example, the table Account is selected and the main form Account is selected.
If you're unable to view the table to which you want to add the widget, in the upper-right corner of the page, change the filters settings to All.
In the form designer, select Component, and then from Layout, add a column to the form as a placeholder to add the widget.
From the site map, select Display > Relationship Health.
Ensure that the added placeholder column is selected. If it isn't, the widget will be added at a random place in the form.
In the Edit relationship health pop-up window, select Done.
The health score widget is added to the form.
To hide the New section label, go to the Properties tab of the New Section settings pane that is displayed on the right side of the page, and then select Hide label.
Save and publish the form.
Can't find the options in your app?
There are two possibilities:
You do not have the necessary license or role to perform the steps.
Your organization might be using a custom app and hence the site map and UI will be different. The steps described in this documentation are specific to the out-of-the-box Sales Hub app. Check with your administrator for the exact steps.