Configure Customer Goals

Create a Goal Type

Create a Goal Type to organize and customize customer goals for easier tracking.

To create a new goal type:

1. Navigate to Administration > Customer Goal > Types tab.
2. Click Create Goal Type.

3. In the Create Goal Type dialog box:
   1. Enter the Name of the goal.
   2. Select the Company & Relationship Type by choosing from available options or creating a new relationship type.
   3. (Optional) Assign a Color to distinguish the goal visually in reports and lists.

4. Click Continue to open the layout page, where you can view and adjust fields and settings in the Default Group.
5. (Optional) Create custom groups and add custom fields. For more information on how to create a group and add custom fields, refer to the Create a Group and Add Custom Fields section.
   Note: Fields added to Default Group appear under Add More Details when creating a goal. Initially, only the customer goal name, status, due date, and description are visible.
6. Click Add Metrics to associate relevant metrics with the goal type.
7. Once all changes are complete, click Save Goal Type to finalize your configuration.

Note: Additional goal types are read-only by default when created.

Edit Existing Goal Type layout

Edit an existing Goal Type layout to update fields, groups, or settings as needed.

To edit an existing Goal Type:

1. Navigate to Administration > Customer Goal > Types tab.
2. Click the three horizontal dots next to the goal type and click Edit to navigate to the layout page of the goal type you want to edit.
   Note: The Default Group is static, meaning its fields cannot be modified. However, you can create new groups and customize them by dragging and dropping additional fields.

3. Add metrics using the Add Metrics button in the Metrics section.
4. (Optional) Add custom fields to groups. For more information on how to create a group and add custom fields, refer to the Create a Group and Add Custom Fields section.
   Note: Fields added to the Default Group appear under Add More Details when creating a goal. Initially, only Customer Goal Name, Status, Due Date, and Description are visible.
5. Once your changes are complete, click Save Goal Type to finalize.

Create a Group and Add Custom Fields

Create a group and add custom fields to organize and capture specific goal details.

To create a group and add custom fields:

1. Navigate to the Goal Types layout.
2. Click Add Group to add a new group.

3. In the group settings, you can:

• Add custom fields.
• Drag and drop fields to reorder them.
• (Optional) Edit the names of the fields.

4. Once the group is created and fields are arranged, click Save Goal Type.

5. (Optional) You can delete a group by selecting the group and click Delete.

Note

• Mandatory Fields: Setting a field as mandatory may cause issues if the same field is marked as read-only at the layout level.
• Lookups on Field Updates: It is recommended to block lookups during field updates because adding or changing a lookup alters the field type, which can impact its functionality.

Add Metrics

Metrics can be added to each Goal Type and then associated with the individual goals created under that Goal Type to track performance.

1. Navigate to Goal Types layout.
2. Click Add Metrics. A list of available metrics.
3. Select the relevant metrics.
4. After selecting metrics, click Add Metrics to add the metrics.
5. Click Save Goal Type to save the changes. 

Note

• These metrics are available to CSMs for tracking and monitoring goals.
• If a Goal Type includes multiple unique metrics, all of them are available for selection when creating a goal. While you can choose from this list to limit which metrics are used, you cannot add new metrics during goal creation. To add or modify metrics, you need to update the Goal Type settings.
• Only the metrics associated with the selected Goal Type are available during goal creation. This improves relevance, reduces manual filtering, and ensures consistency in how metrics are applied across goals.

Delete Metrics

If you remove a metric from a goal type, it unlinks from all associated goals, which may result in it being automatically removed from those goals.

To remove a metric from a goal type:

1. Navigate to Administration > Customer Goal > Types tab.
2. Click the three horizontal dots next to the goal type and click Edit to navigate to the layout page of the goal type you want to delete the metric.
3. In the goal type layout, locate the Metrics section.

4. To delete a metric, click the X icon next to the metric you want to unlink.
5. A confirmation pop-up appears.
6. Confirm by clicking Delete.

Note: Removing a metric from the goal type also removes it from any goals that use the metric, but does not delete the metric. This operation does not affect existing metrics used by individual CSMs, but they cannot assign the metric to new goals.

View Goals Library

The Goals Library consists of all the goals added by the admins. 

To view the Goals Library:

1. Navigate to Administration > Customer Goal > Goals Library. 
2. A list of goals added to the library is displayed. 
3. To add more columns to the view, click the  Column Selector icon and choose the required columns from the menu.
4. You can use the columns to sort the goals in the library.

Add Goal to the Library 

Add a goal to the library to help CSMs save time and maintain consistency.

To create and add goals to the library: 

1. Navigate to Administration > Customer Goal > Goals Library tab.
2. Click Add Goal.
3. Once you click Add Goal, you see two options:

• Create Goal
• Upload Goals 

Create Metric

Create a metric to define measurable values for tracking customer goal outcomes.

To create a new metric:

1. Navigate to Administration > Customer Goal > Metrics tab.
2. Click Add Metrics > Create Metric.
3. In the Create Metric dialog, enter the following details:

• Metric Name: Provide the name of the metric.
• Unit of Measure: Select one of the following options:
  • Percentage
  • Decimal
  • Currency

4. Description (optional): Add a brief description of the metric.
5. To save any changes, click Save Metric. The configured metrics are available for CSMs to use.

Note

• Clone metrics for reuse.
• Delete metrics when they are no longer needed.
• You can now directly edit a metric by clicking on its fields. This allows you to:
  • Edit the name of the metric.
  • Update the description of the metric.
  • Change the unit of measure by selecting a new option from the dropdown.

Upload Metric

Upload metrics to track and measure goal performance effectively.

To upload metrics in bulk:

1. Navigate to Administration > Customer Goal > Metrics tab.
2. Click Add Metrics > Upload Metric.
3. In the Upload Metric dialog, perform the following actions:
   • Upload CSV: Drag and drop a CSV file or click Browse to select a file (maximum size: 10 MB).
     Download Templates: Use the links to download a Sample Data or Existing Data CSV file for reference.
   1. Review the CSV Properties:

• Character Encoding: Select the encoding format.
• Field Separator: Choose the field separator.
• Escape Character: Specify the escape character, such as Backslash.
• Quote Character: Choose the character for enclosing field values.
• Header Line: Define the starting line for header information.
• Multi-Select Separator: Specify the separator for multi-select fields.

2. Click Continue to proceed to the Field Mapping step.

2. Field Mapping: Match the columns from the uploaded CSV file to the corresponding fields in your system to ensure data accuracy.

   1. Select Source: Choose a column from the uploaded CSV file to map as the source.
   2. Select Target Field: Select the corresponding field where the data is mapped such as Name, Unit of Measure.
   3. Add Mapping: Click to add additional field mappings for other columns in the CSV.
   4. Remove Mapping: Use the delete icon to delete an incorrect mapping.
   5. Map all fields, then  click Upload Metric to finalize the process.

4. Check the Execution History to ensure the upload was successful or resolve any errors.

IMPORTANT: To learn more about key features, refer to the Key Features section under Upload Goals.

Delete Metrics 

Delete a metric is a permanent action and can only be done if the metric is no longer associated with any goal type or customer goals.

To delete a metric:

1. Navigate to Administration > Customer Goal > Metrics.
2. Check the metric you want to delete.
3. Click the three-horizontal dots menu next to the metric.

4. Click Delete and confirm the action in the pop-up dialog box.
5. If the metric is associated with a goal type or any existing goals, an error message appears.
   Note: To proceed with deletion, remove the metric from all associated goal types and goals before retrying.
6. Repeat the deletion process after disassociating the metric.

Note

• After confirming deletion, the metric is removed from the list.
• A confirmation message appears stating Metric deleted successfully.

IMPORTANT: Deleting a metric is irreversible. Ensure that the metric is no longer needed and has been fully disassociated from all goal types and customer goals before proceeding. Once deleted, the metric cannot be recovered or reassigned.

Disable Metrics

Metrics in Customer Goals can be disabled if they are no longer in use. Ensure that the metric is not associated with any goal types or customer goals before disabling it.

To disable a metric:

1. Navigate to Administration > Customer Goal > Metrics.
2. Click the metric you want to disable.
3. Use the toggle switch next to the metric to disable it.
   Note: If the metric is associated with any goal types a message pop-up appears.
4. Remove the metric from all associated goal types and goals. For more information on how to remove metric from goal type, refer to the Delete Metrics section.
5. Once the metric is no longer associated with any goal type, repeat the process to disable it using the toggle switch.
   Note: A confirmation message appears stating Metric is disabled.

IMPORTANT: If the metric is still in use by any goal, the system prevents it from being disabled until all associations are removed. Disabling a metric does not delete it and can be reversed by toggling it back to active.

Status

Status options provide an insight into the current state of the goal. These appear as options in the Status dropdown menu. There are five out-of-the-box status options available in the Status dropdown menu:

• New
• On track 
• Off track 
• Achieved 
• On hold 

IMPORTANT: All out-of-the-box status options can be deactivated, but deletion is not allowed.

Fields

Customizable data entry sections that capture and organize key information within a form or layout.

Default Goal Library View

The Default Goal Library View is a key configuration that allows you to define how goals are organized and displayed for CSMs. Once filter is applied, CSMs only see the goals relevant to their assigned responsibilities, which is a subset of the overall goals created in the Goal Library.

Note: The Default Goal Library View uses relationship-level filters to show CSMs only the goals relevant to their assigned accounts. Filters are based on relationship attributes such as account type, ownership, allowing CSMs to select goals that match the specific context of the customer relationship.

Other Settings

Adjust visibility settings for goals created on Relationship and Opportunity in C360.

To adjust settings:

1. Navigate to Attributes & Settings > Other Settings.
2. (Optional) Select the checkboxes to:
   • View goals created on Relationship in C360.
   • View goals created on Opportunity in C360.
   • Enable Metrics and Associated Work at the Goal Level - Toggle the option to allow goal-level assignments.
     Note: You can enable metrics and associated work like CTAs, Success Plans either at the Goal Type level or the individual Goal level. This provides flexibility for CSMs to tailor goals per account while using structured guidance.