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Create and manage customer goals

Who can use this feature?

  • All roles with access level "limited" or higher can view goals
    • Only roles with "standard" access level or higher can create or edit goals
  • Available on all plans

Goals allow you to track your customer's key business outcomes, whether they inform a long-term strategic plan or provide situational focus during a particular journey phase. 

Suggested uses

  1. Track license utilization for renewal or expansion
  2. Address an escalation or at-risk activity
  3. Partner with customers to share and track progress toward their business outcomes

Create a goal in Catalyst

Add a new goal from anywhere in Catalyst. 

  1. From the top bar, click the + > Goal.

    Alternatively, use the keyboard shortcut G from any screen.

    A new form appears. All activity within the goal auto-saves after a pause in typing or if you close. (You can find all your goals from Data > Explore Data > Goals.) 
  2. Enter the following details for the goal:
    • Title: Enter a goal title.
    • Object(s): Click the (+) button to add an account plus associated contact, opportunity, and/or additional object. If you were already viewing the object prior to creating the goal, the name will automatically appear. Click an object to open the related view in the background.
  3. On the Overview tab, set the goal configuration:
    • Automatic: Track goal progress using an account field as the leading indicator, which automatically updates based on the field’s value. Tracking varies by field type (e.g., numeric fields track based on the current and target values linearly, while a picklist fields are tracked 0% or 100%).

      If an object is associated with the goal, the goal progress automatically updates when saved using the associated account's metrics:
    • Manual: Track progress using values you update manually, ideal for goals that don't have a field within Catalyst. For example, you may measure the goal within another system, and update the "Current" value weekly or monthly, as the goal progresses. Metric options include Percentage, Numeric, Currency. Catalyst calculates goal progress using the Start, Current, and Target values each time you update.



  4. Complete the additional goal fields. The more data you provide, the richer reporting and insights available. For example, you can filter by any of these fields within goal segments (see below).
    • Type: Type of goal (e.g., renewal, expansion, etc.). Picklist items are editable by admins.
    • Theme: Value pillar or business objective this goal supports (e.g., cost-cutting, productivity, etc.). Picklist items are editable by admins.
    • Owner: Choose the Catalyst user responsible for this goal's progress and completion
    • Status: Choose current state of the goal (e.g., not started, on hold, in progress, completed, canceled)
    • Pacing: Choose trajectory of goal attainment (e.g., on track, behind, at risk)
    • Status update: Open text field for leaving a quick note for the next viewer
    • Start date: Date this goal comes into effect
    • Due date: Deadline for accomplishing the goal
    • External: True/false if this goal should be externally customer-facing in Customer Hub
    • Last edited at (locked): Timestamp for which the last update was made
    • Last edited by (locked): Catalyst user who has last updated this goal
  5. On the Tasks tab, optionally click to associate a new task with the goal (from scratch or from a template).

    Goal tasks function similar to subtasks; as tasks are completed, the overall task progress is updated accordingly on the Tasks tab of the goal.

Monitor and update goal details

You can view and edit goal details in several places within Catalyst: Goal records in segments, on object-level views of the related account, and in Customer Hub (if selected).

Goals module

Add this module to an account object-level layout so that you can easily view progress of all goals on an account. Optionally use any goal filters in the module to see only goals with a particular status or upcoming due date (e.g., next 30 days). Goal progress (top level) is an average of all goals within the scope. 

Goals view

On the account object-level, use the default Goals default view to see a tabular view of all goals on the selected account. Edit goal details just as you would a goal segment.

Goals segments and filters

Within Explore Data, view the Goals object or create new goals segments to view all goals across accounts. You can also use goal filters to power other modules or trigger playbooks based on the goal attainment or progress. Filter by any of the goal data available:

  • Account
  • Completed Date
  • Contact
  • Created at
  • Current
  • Description
  • Due date
  • External
  • Last edited at
  • Last edited by
  • Name
  • Opportunity
  • Owner
  • Pacing
  • % Progress
  • Start
  • Start date
  • Status
  • Status update
  • Target
  • Theme
  • Type

Calculated fields

Admins can create new calculated fields for the account, contact, or opportunity object that's related to the goal object. 


You may also consider using the calculated field in health profiles, so that you can weight health scoring based on aggregated goal attainment.

Share goals with customers (externally)

The Goals module is available to add to Customer Hub layouts. Goals modules on Customer Hub layouts are automatically filtered to External = True.

  1. Within the goal, ensure the External field is set to True.
  2. At the account level, create a new Customer Hub layout, or edit an existing.
  3. Add a Goals module to the layout.
  4. Click Save Changes, and invite guests to view the layout.

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