Gamification in Dynamics CRM 365

It has been a long time since I posted my last blog. Here I am posting about “Gamification” an interesting feature of Dynamics CRM. Let me know your thoughts about it or if you wish to add something to it.

Gamification fulfils the objective of improving the user adoption of Dynamics CRM by gamifying actions performed in Dynamics CRM and ultimately improving business productivity by motivating users to achieve more.

Gamification is a solution for Microsoft Dynamics 365 which enables employees to participate in individual and team-based competitions. An employee can win prizes, awards and recognition which are based on certain pre-defined KPI’s. The awards are based on points configured in gamification, which is based on actions performed in Dynamics 365. These KPIs enable the company to achieve better CRM user engagment and improve the data quality also.

Participants in Gamification

Users in Gamification

Users from Dynamics CRM can be part of gamification and they can participate as either of “Game Manager”, Normal User or “Fan”, which is based on security role assigned to them. I have explained different security roles for gamification above.

Different Security Roles

There are several roles for participants in gamification which are described here:

  • Commissioner -I can administer all aspects of each game. Sadly I can not participate in game or can not manage my fantasy team and hence can not score points to win anything.
  • Game Managers -I can help commissioner to administer some tasks. But I can participate in games and score points and win awards. Sadly i can not manage other users.
  • User -I can score points by achieving results as per defined KPIs and win awards and get recognized. I can also manage my own fantasy team.
  • Fan -I am a fan and what could be better than picking my fantasy teams and following games. Clearly no one cares about me or my fantasy team’s performance.

Game commissioners will create new games and manage users from within the Gamification portal.

Where is gamification located within Dynamics CRM

I have explained below on how to get gamification installed in dynamics CRM. A new sitemap entry is made after you have installed the gamification. There are several options available under the gamification sitemap.

  • Gamification Settings: I would open the settings option for gamification. You can  access the same from inside of gamification portal.
  • Gamification Portal:  I would open the portal for use based on user’s role.
  • Gamification Help: Any guess??
  • Games: Views which lists different games. A user can create personal views.
  • Players: Since users from Dynamics are players, so new players cannot be created from here. A user can create personal view. This shows a list of players.
  • KPIs: This shows list of available KPIs. You can create one here also.
  • Gamification Logs: This will show error logs when an error occurs, it also shows logs for active games.

KPIs

Key Performance Indicator(s) help an administrator decide the type of user activities which would be measured while creating games. KPI records are created in Dynamics 365 to define an action that will be used in a gamification contest.

These records can then be selected within the Gamification portal to pick the appropriate KPI criteria for each game and define how many points will be awarded.

Things to consider while creating KPIs

A KPI could be value of opportunities closed, the number of new leads created or how many sales meetings are scheduled or the number of cases closed, or the number of campaign activities that are created. These are based on different roles such as Sales, Marketing or Customer Service.

While creating KPIs, we should always remember to keep focus on assigning points. The points should not be of high value. Ex: 100 points for every 5 appointments completed. This could create a larger difference between player’s score. Instead we should keep it like 5 points for 2 appointments or may be 1 point for 1 appointment.

 

How to get Gamification in Dynamics CRM

To install the Gamification in Dynamics 365, go to Settings > Dynamics Marketplace. Search for “Gamification” and select “Microsoft Dynamics 365 – Gamification”.

Gamification can also be installed from Microsoft appsource link.

Now we must provide the details of the CRM organization that we want to connect Gamification to. It can be your development or test environment or even your trial environment also. After this we should wait for Gamification Solution status to be changed to Installed.

I observed that installation takes a while (may be few minutes/hours) in trial environment. In other environments it is much faster and gets installed within minutes.

After the gamification has been installed, navigate to Dynamics 365 and go to Settings > Solutions. There will be two new solutions called “GamificationUpdater” and “Gamification”.

To complete the setup for Gamification, we must complete the activation process. To complete activation process, open the “Gamification” solution, and then choose Configuration and click on Start Activation. Once we have provided required permissions, a new window will open. The window may look blank but it does not imply that something has gone wrong. It is safe to close this window.

An important point to remember here is the user who is completing the installation should be the System Administrator and have full control over environment.

After a while a security key would appear in the Gamification Solution. Once the key appears, copy and paste it in Security Key field. Then click on Activate. We should receive a message that Gamification has been successfully activated and it would also add a new area on Sitemap dedicated to Gamification.

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Gamification has the potential to increase stimulation and engagement. However It would be much better if we can include gamification as a whole into a custom mobile application using Dynamics CRM as backend.

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