Use goal metrics in Dynamics 365 Sales and Customer Service
Identify customer service metrics, creating goal metrics, and work with roll-up columns and queries.
Learning objectives
In this module, you will:
- Determine with metrics are needed to build efficient customer service goals
- Modify Fiscal Year settings to align goal progress
- Define Goal Metrics for an Organization
- Create custom Roll-up columns and Queries
Prerequisites
A basic understanding of how to navigate the Dynamics 365 application. Familiarity with creating and managing cases, Entitlements, and Service Level Agreements is also helpful.