Creating Objective KPIs

You can create an objective KPI and associate it with:

  • A new standalone objective. You can do this when creating a new objective from either the Actions panel or Success Tracker.
  • A new objective associated with a success plan. You can do this when creating a new objective from Generate Objectives and Objective KPIs action on a success plan record page.
  • A new objective associated with a success plan created from a template. You can do this when creating a new success plan from a template from either the Actions panel or Success Tracker.
  • An existing objective. You can do this from:
    • The objective's record page
    • The Objective KPIs tab
    • Value Tracker
    • Success Tracker

An objective KPI can only have one objective associated with it. However, an objective can have multiple objective KPIs.

Creating Objective KPIs when Creating an Objective

You can create objective KPIs and automatically associate them with either:

  • Blank objectives
  • Objectives created from templates

To do this, create an objective from either the Actions panel or Success Tracker. For more information, see Creating Objectives.

Creating Objective KPIs when Generating Objectives from a Success Plan with AI

Note:

This feature is part of the Certinia Early Adopter Program. This program is only available to a limited number of customers.

To generate objectives and Objective KPIs from a success plan with AI:

  1. Click Generate Objectives and Objective KPIs in the Actions panel on the success plan record page.
  2. Select the objectives you want to create.
  3. Click Next.
  4. Select the objective KPIs associated with the objective you want to create.
  5. [Optional] Click Back to regenerate the objective KPIs.
  6. [Optional] Edit the fields for the selected objective KPIs.
  7. Click Create.

Creating Objective KPIs when Creating a Success Plan from a Template

You can create objective KPIs when creating a success plan from a template that has one or more objectives. This is useful if you want to customize objective KPIs already included in the template before creating the new success plan. To do this, you must create a success plan from either the Actions panel or Success Tracker. For more information, see Creating Success Plans.

Creating Objective KPIs for an Existing Objective

You can create an objective KPI for an existing objective as follows:

  • On an objective's record page.
  • On the Objective KPIs tab.

  • In Success Tracker:

    • In the Success Tracker tab of the related success plan's record page, if the objective KPI belongs to an objective that is associated with a success plan.
    • In the Success Plans tab of the related account's record page if the objective KPI belongs to an objective that is associated with an account. If you cannot view this tab, contact your administrator.
    • In the Record Details panel of Success Tracker, if the related objective is associated with a success plan.

If an objective is not associated with either a success plan or an account, you must create it from either the Objectives tab or the related objective's record page.

You can create an objective KPI in one of the following ways:

You can add objective KPIs to an existing objective from either the objective's record page or from the Objective KPIs tab.

To add an objective KPI to an existing objective:

  1. Click New in either:

    • The Objective KPIs related list in the Related tab of an objective record
    • The Objective KPIs tab

  2. Complete the following fields:

    1. Enter a title for the objective KPI.
    2. Enter a description for the objective KPI.
    3. Select an objective for the objective KPI. This field is automatically populated if you create an objective KPI from an objective record page.
    4. [Optional] Select a category for the objective KPI.
    5. [Optional] Select a unit of measurement for the baseline, current, and target values.
    6. [Optional] Enter a baseline value up to four decimal places.
    7. [Optional] Enter a current value up to four decimal places.
    8. [Optional] Enter a target value up to four decimal places.
    9. [Optional] Select a target date for the objective KPI.
    10. [Optional] Select if you want to block the objective KPI.
    11. [Optional] Select the External field if you want to make the objective KPI available for external access, for example on Experience Cloud sites. To hide the objective KPI from external users, keep the field deselected.
    12. [Optional] Select a customer success metric for the objective KPI.
  3. Click Save to save the objective KPI or Save & New to save the objective KPI and create a new one.

To add an objective KPI to an objective associated with a success plan in Success Tracker:

  1. In the App Launcher, go to the Success Plans tab.
  2. Click the success plan that the objective is associated with. The success plan's record page displays.
  3. On the success plan's record page, click the Success Tracker tab.
  4. In the Success Tracker grid, select the checkbox next to the objective that you want to add an objective KPI to. To view the objective you want, you might need to click Expand next to its related success plan.
  5. Click Edit in the toolbar. The Edit Objective window displays.
  6. Click Add KPI in the Objective KPIs section.

  7. Complete the following fields:

    1. Enter a title for the objective KPI.

    2. Enter a description for the objective KPI.
    3. [Optional] Select a category for the objective KPI.
    4. [Optional] Select the External field if you want to make the objective KPI available for external access, for example on Experience Cloud sites. To hide the objective KPI from external users, keep the field deselected.
    5. [Optional] Select a unit of measurement for the baseline, current, and target values.
    6. [Optional] Enter a baseline value up to four decimal places.
    7. [Optional] Enter a current value up to four decimal places.
    8. [Optional] Enter a target value up to four decimal places.
    9. [Optional] Select a target date for the objective KPI.
    10. [Optional] Select if you want to block the objective KPI.
  8. Click Save.

By default, Value Tracker is displayed on success plan record pages, but your administrator can add it to additional record pages, app pages, and workspaces. For more information, contact your administrator.

To create an objective KPI in Value Tracker:

  1. In the App Launcher, navigate to the Success Plans tab.
  2. Click the parent success plan of the objective that you want to create the objective KPI for. The success plan's record page displays.
  3. On the success plan's record page, click the Value Tracker tab.
  4. In the Value Tracker grid, click Add KPI.

  5. Complete the following fields:

    1. Enter a title for the objective KPI.

    2. Select an objective for the objective KPI.
    3. Enter a description for the objective KPI.
    4. [Optional] Select a category for the objective KPI.
    5. [Optional] Select the External field if you want to make the objective KPI available for external access, for example on Experience Cloud sites. To hide the objective KPI from external users, keep the field deselected.
    6. [Optional] Select a unit of measurement for the baseline, current, and target values.
    7. [Optional] Enter a baseline value up to four decimal places.
    8. [Optional] Enter a current value up to four decimal places.
    9. [Optional] Enter a target value up to four decimal places.
    10. [Optional] Select a target date for the objective KPI.
    11. [Optional] Select if you want to block the objective KPI.
  6. Click Save.
Tip:

You can add CS activities to objective KPIs in Value Tracker. To do this, click Actions next to the objective KPI to which you want to add a CS activity note, then click Add CS Activity Note in the drop-down list. For more information, see Creating CS Activities.

To add an objective KPI to an objective associated with an account in Success Tracker:

  1. In the App Launcher, go to the Accounts tab.
  2. Click the account that the objective belongs to. The account's record page displays.
  3. On the account's record page, click the Success Plans tab. If you cannot view this tab, contact your administrator.
  4. In the Success Tracker grid, select the checkbox next to the objective that you want to add the objective KPI to. To view the objective you want, you might need to click Expand next to its related success plan.
  5. Click Edit in the toolbar. The Edit Objective window displays.
  6. Click Add KPI in the Objective KPIs section.

  7. Complete the following fields:

    1. Enter a title for the objective KPI.

    2. Enter a description for the objective KPI.

    3. [Optional]Select a category for the objective KPI.
    4. [Optional] Select the External field if you want to make the objective KPI available for external access, for example on Experience Cloud sites. To hide the objective KPI from external users, keep the field deselected.
    5. [Optional]Select a unit of measurement for the baseline, current, and target values.
    6. [Optional]Enter a baseline value up to four decimal places.
    7. [Optional]Enter a current value up to four decimal places.
    8. [Optional]Enter a target value up to four decimal places.
    9. [Optional]Select a target date for the objective KPI.
    10. [Optional] Select if you want to block the objective KPI.
  8. Click Save.

You can create an objective KPI for an existing objective from the Record Details panel of Success Tracker. To do this, the related objective must be associated with a success plan.

To create an objective KPI for an existing objective in the Record Details panel of Success Tracker:

  1. Go to Success Tracker. For more information, see Success Tracker Overview.
  2. In the Success Tracker grid, select the checkbox next to the objective that you want to create the objective KPI for.
  3. Click Record Details in the toolbar.
  4. Click Edit in the Objective KPIs section of the Record Details panel. The Edit Objective KPIs window displays.
  5. Click Add KPI.

  6. Complete the following fields:

    1. Enter a title for the objective KPI.

    2. Enter a description for the objective KPI.

    3. [Optional]Select a category for the objective KPI.
    4. [Optional] Select the External field if you want to make the objective KPI available for external access, for example on Experience Cloud sites. To hide the objective KPI from external users, keep the field deselected.
    5. [Optional]Select a unit of measurement for the baseline, current, and target values.
    6. [Optional]Enter a baseline value up to four decimal places.
    7. [Optional]Enter a current value up to four decimal places.
    8. [Optional]Enter a target value up to four decimal places.
    9. [Optional]Select a target date for the objective KPI.
    10. [Optional] Select if you want to block the objective KPI.
  7. Click Save.