🎯Goals Quickstart Guide

Get started using Goals to track business outcomes

Goals Overview

This doc outlines everything you need to know about Goals, our newest feature that allows you to track the impact of your CS activities, automations, and processes on driving outcomes. In it, we cover:

Watch the video below for a quick tutorial on Goals:

What are Goals?

Goals allow you to measure the impact of your activities and automation in Vitally, ensuring your work has the desired effect.

Goals Features Available with Your Plan

Some things are available during the beta and will remain open to you post-beta as part of your plan:

  • Create Goal templates

  • Set Goals within a Playbook for an account or organization

  • Manually set Goal templates on an account or organization

  • Set one-off Goals for an account or organization

  • Track Goal template performance within Goal settings

  • View Goals in Account 360s

Complimentary Goals+ Features Available During Beta

Goals+ is a set of premium features to take your Goals to the next level. As a customer during the beta period you will have complimentary access to all Goals+ features. Once we are out of beta, you will have the option to start a 30-day trial to continue using Goals+ to leverage Goal data in Dashboards, collaborate with customers on Goals, and much more

  • Create Goal views & dashboards

    • Interact with Goals data with our various view types.

  • Create Goal widgets in dashboards (graphs, tables, metrics)

    • Gather robust insight into Goal performance

  • Create Goal triggered Playbooks

    • Build playbooks triggered by Goals to build automation based on Goal progress.

  • Create Calculated Traits for Accounts and Organizations using Goals

    • Leverage Goals as a native data source

Features Coming Soon With Goals+

Soon, we are launching the Goals+ add-on package that will allow you to enrich your Account 360s with Goal data, collaborate with customers on Goals, and much more.

  • Share Goals in Docs

    • Collaborate on Goals with your customers in Docs to prove ROI

  • Create Goals with manually-measured conditions

    • Create Goals for the stated outcomes your customers want to achieve.


How Should I Use Goals?

Use Case Overview

Goals were built so that you can assign them in a Playbook to ensure your operation is effective & efficient by assessing the impact your processes have on driving customer outcomes. The possibilities are endless, but we have identified some core use cases by lifecycle stage on leveraging Goals to ensure the operation is humming:

Head over to our use case library to get some ideas on how to use goals:

🤖pageGoals: Operational Use Cases

How Do I Build Goals?

Setting Goals is fairly straightforward, but there are some things to remember. In this video, we walk through these principles and have included a summary below:

Buildout Principles Summary

When setting up Goals, there are two things to consider:

  1. Conditions for Goal Completion: These are the conditions that have to be true for a Goal to be successfully marked as completed. They involve the time the Goals must be completed, the threshold logic, and the metric(s) that must be satisfied. When it comes to Goals, it is best to build with the end in mind.

  2. Conditions for Goal Creation: Now that the "finish line" has been defined in the conditions for completion, we can think through the assignment and creation strategy of a particular Goal.

There are two ways a Goal can be assigned:

  1. Manually on an Account or Organization: This method is straightforward in its application but not all that scalable. It involves pulling up an individual account, setting up a Goal, applying a pre-existing template, or creating a custom Goal with defined metrics.

  2. Automated via Playbooks: Most Goals will be templated and assigned via Playbooks. There are several things to remember when it comes to Playbook-assigned Goals.

    • Asses if this Goal is for an existing process. Many Goals will be tied to core CS processes like health, onboarding, renewals, etc. Usually, these processes will have pre-existing playbook automation built out. In this case, it's typically best practice to add the action step to assign a Goal directly in the Playbook. However, if no Playbook exists, a new one must be created.

    • Assess the proper placement of the Goal. Some Goals need to be applied universally in a Playbook to all enrollees, and other times, it is more nuanced as you might have different Goals for different tiers or segments. Additionally, some Goals must be applied as soon as someone meets the Playbook rules, and others should meet additional conditions before a Goal is assigned. If universally applying a Goal, be sure to place it near the beginning of the Playbook before any branches. If your Goals are nuanced by Segment, you will want to assign within each Segment branch of a Playbook.

These are the conditions that have to be valid for a Goal to be successfully marked as completed. They involve the time the Goal must be completed, the threshold logic, and the metric(s) that must be satisfied. When it comes to Goals, it is best to build with the end in mind.

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