Microsoft Dynamics 365 Gamification


Microsoft Dynamics 365 Gamification



KPIs in Gamification

Gamification Portal

Gamification Roles

Game Setup


Microsoft Dynamics 365 Gamification

Previously in CRM 2016, we used to use goals to determine each goal owner’s targets, actuals and in-progress measurements depending on their role.

With gamification, we have the ability now to implement game mechanics into our Dynamics 365 experience that should motivate users to compete against each other rather than being policed to meet their monthly or weekly goals.

Hence the UI and features try to promote a healthy competitive business environment, allowing for a more user-friendly setup and visualizations.


Gamificiation is a solution that can be found in Microsofts Appsource. Once there, select the Get It Now button to begin downloading the solution.

Log in with your user account, then select the instance you wish to configure this solution for and agree to their legal terms.

When you click agree, the solution will begin installing. Keep in mind that this may take up to an hour to install.

Once installed, navigate to Settings > Solutions and open the Gamification solution and click on Configuration.

There you will need to select the Start Activation button. Thereafter, accept the permissions request which will then update the content within the Gamification solution. The request window will go blank after you’ve accepted, this window does need to remain open after accepting.

Give it about 10-15 minutes, then refresh the Gamification solution. There it should allow you the ability to Generate Security Key.

Again, the security key will take some time to be generated and appear. Once the key appears, copy and paste it into the Security Key field and click on the Activate button.

You will then receive a message stating that Gamification has been successfully activated on your instance and the solution will be updated to let you know the gamification sync is running.

A quicker way of registering and activating an instance, is to open the Gamification Portal, click on the settings icon, then select settings from the list.

Click on the Gamification Settings and choose to generate a security key.

Add the organization ID (found under settings > customization > developer resources) and the country.

Once generated, copy the security key and place it in the activation text-box and click activate.

Gamification will sit within its own module. Once installed, navigate to its module to be able to access:

  • Gamification Settings
  • Gamification Portal
  • Gamification Help
  • Games
  • Players
  • KPI’s
  • Gamification Logs

KPIs in Gamification

The next step is to create KPIs that will be used to determine what the criteria for the game mechanics.

If you don’t already, ensure you have given your user account and any other users permissions via the Game Manager security role.

To create a new KPI, navigate to KPIs under Gamification and click on the New button.

There you will need to configure KPI Parameters. If you select Include all types, all entities will be made available. However, if you leave this tick-box un-ticked, the following entities are available:

  • Appointment
  • Campaign Activity
  • Case
  • Email
  • Lead
  • Letter
  • Opportunity
  • Phone Call
  • Service Activity
  • Task

Select one of the entities from the list.

Once selected, a set of parameters will appear that will need to be set.

Decided between the number of records or an amount, date setting, player selection and a view to help assist the query.

Select the save button once all parameters have been set.

If the KPI options do not display, this is probably due to the browser you are using.

I was using Internet Explorer which seemed to never display the KPI parameters. Using Google Chrome or Firefox should work.

Should you require it, you can go into the gamification settings and choose to create default KPIs and use them in your gamification setup.

The default KPIs are:

  • Appointments (Type = Appointment)
  • Calls Made (Type = Phone Call)
  • Cases Resolved (Type = Case)
  • Tasks Completed (Type = Task)
  • User Activity Tracking (Type = User Activity Tracking (6 hour default interval))
  • Emails Sent (Type = Email)
  • Leads Created (Type = Lead)
  • Pipeline Added (Type = Opportunity)
  • Revenue Won (Type = Opportunity)
  • Opportunities Created (Type = Opportunity)
Gamification Roles

Once you’ve setup your KPIs, the rest of the gamification process takes place within the gamification portal.

There are three main roles when it comes to


A commission can setup games but cannot take part in any games.

Game Manager

Game Managers can run games and update each game settings. Game manages can be included in games they are not an administrator of.

User / Player

Users can be listed in games as players or fans.


Fans are users whose performance isn’t measured but will have access to the leaderboards and engage in smack talk.

To edit roles against the list of users available within your organization, you’ll need to log into the Gamification portal, select the users tab and update their roles there.

Alternatively, you can also manually assign the Game Manager role through the security role on the user account.

Game Setup

To begin creating your own games, navigate to Gamification > Gamification Portal.

There you will get an overview of all the aspects of your current games, the players and their scores.

First, you must create a new game. To do so, click on the Games tab and choose Games Setup.

Let us work through each step in the process bit by bit.

Set the business unit, name and game model.

The Game models available to you are:

  • Fantasy Teams (Default)

Players draft their team from a pool of team members

  • Fixed Teams

Commissioner or Game Manager sets teams

  • No Teams

Players compete against each other

  • Stream TV

If you select any model outside of fantasy teams, the themes, draft frequency and changing first period roster will not be available.

If you stick with the fantasy team, you will need to select one of the following themes:

  • American Football
  • Baseball
  • Basketball
  • Car Racing
  • Cricket
  • Cruise
  • Football (Soccer)
  • Grand Prix
  • Hockey
  • Rugby
  • Swimming
  • Track
  • Volleyball

The frequencies you’ll be able to set for this game are:

  • Weekly
  • Monthly
  • One Time

Changing of the first period roster:

  • Not allowed
  • Allowed for one day after Start Date
  • Allowed for two days after Start Date

Then set a start date and end date, keeping in mind that the start date can only be from todays date onwards.

Once the game dynamics have been setup, click on the next arrow to being adding or editing KPIs.

This is the breakdown of the KPI structure:

  • KPI

Select one of the KPIs from the drop-down lists.

  • Number Of

Rollup the number of points based off the number of, Revenue or Amount, Percentage of Quota or percentage.

  • Points

Set the number of points that can be earned for every / at the number of records.

For example, you can earn 2 points for every 1 case that is resolved.

Another example is that you can earn 1 point for every 2 phone calls etc.

  • Floor

The floor option sets an entry level, that once reached, will allow for the points to be allocated.

For example, only once users have made 10 phone calls, do they start to earn 1 point for every 2 phone calls.

  • Cap

You can add a restriction for the number of records that can earn points.

For example, you can only resolve 100 cases to earn points, thereafter no points can be earned.

The more KPIs you include, the more level the playing field will be. This will allow players the ability to earn points differently and focus on their strengths to try and earn the maximum number of points.

Select the players you wish to include in the game, keeping in mind that if you are the game manager or commissioner, you will not be on the list.


You must have at least two players before continuing to the next phase.

Should you require it, you can add fans to the game. Fans will have access to the leaderboards and engage in smack talk. Fans performance will not be included in the game KPIs.

Fans are not required, so you can decide to move on to the game awards.

Here you can set any set(s) of text that will display what is on offer to each of the KPIs you’ve set as well as an overall winner.

Each time you click the plus button, a 2nd place, then 3rd place and so on. So, you can setup more than just 1st place awards should you choose too.

Once set, you can click Start Game to save the game setup and have an automated email be sent to you.

This does not mean that the game is active and each of the players will be notified.

To activate the game, navigate to Games and, under saved gamed, choose to activate the game.

The other options available under this view are:

  • Activate
  • Edit
  • Clone this game
  • Delete

Once the game is activated, it will send an email to all of the players involved notifying them of their inclusion into the game and the game coordinator that the game has gone live.

All players that receive the above message will need to click on the Sign-In link to sign-in and view the gamification portal.

There they will view the leaderboard, engage in smack talk and view the count down period.

If the players are part of other games, they can click on the drop-down list and change to other games that may be in progress, completed or upcoming.

Should they or any other game coordinator wish to view deeper stats outside of the leaderboard, they can select Teams and then Player Stats for games that are not team based. There you can view the points per KPI and the actuals per player. Each analytic set can be downloaded to Excel should you require it.

There are also flow charts that show the trend per KPI filtered by each player, so each player or game manager can view the trend of progress over time.

Fantasy teams are a bit more complex than no teams as they allow for positions to be filled in by certain players.

When creating a fantasy game, you’ll be selecting players into positions in which each will compete against the other players in those positions. You could, for example, setup sales teams from each department and visualize it using the fantasy team setup.

What this allows for is grouping of certain players into different positions to compete within that position only. If the players are given the ability to change the roster, they can switch positions to compete against other members within that position.

For example, if you use the soccer theme, a striker position will showcase the best possible person with the most points. Then, when setting the rewards, each position would be supplied the same award, with an overall MVP and KPI award.

If you look under the team rosters section of the team’s tab, there you will be able to gauge which person is leading each position and the subsequent users under that leader.

Each user will also have access to their own profile under the game selected whereby they can view their stats by awards or KPI.

They can also add time off should they need too and update their “Player Name.”


Scheduled emails can be sent from the gamification portal to a set of recipients per game.

To do so, click on the games tab, then select emails.

Change the game to the game you wish to set the email against. Then give the email a name, subject, frequency and recipient(s) from the list provided.

The set list of recipients you can decide to include on the email are:

  • Send to all players
  • Send to all game managers
  • Send to all commissioners
  • Send to all fans
  • Send to email address
  • Send to email group
  • Send to fan team leaders
  • Send to Game MVP leaders
  • Send to KPI MVP leavers (One for each KPI listed against the game)
  • Send to Weekly awards

You can stack the recipients should you require it, meaning you can send to all players AND all game managers etc.

Once set, simply enter in the message body and make use of the dynamic tags to the right of the body.

Once saved, you can decide to test the email, send it now or go back.

If you set the frequency to be weekly (which is the only other option), then you will need to set the start date, day and time the email must be scheduled for.