--- schema_version: "1" id: aa0efd0854f411ded82c62c85db33b2d56e4db733b840443d69acd6e83b98031 title: Optimize Bot Performance with Goals collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/bots_service_completed_goal.md canonical_url: https://help.salesforce.com/s/articleView?id=service.bots_service_completed_goal.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: a5e59d6c4c4848a518b86a1846f29ed4b118a6bb3b816fed8a01a712fb52e942 description: Design bot conversations with a goal in mind and then fine-tune your conversation design based on goal performance. Add a goal to track how often your customers reach a specific point in a dialog, such as when the bot returns a knowledge article, generates an order number, or files a case. Then monitor goal performance to identify areas for improvement and iterate on your bot. The more often your customers reach goals, the better your bot is meeting your customers’ needs. products: - Service Cloud - Service Intelligence release: "264" --- # Optimize Bot Performance with Goals Design bot conversations with a goal in mind and then fine-tune your conversation design based on goal performance. Add a goal to track how often your customers reach a specific point in a dialog, such as when the bot returns a knowledge article, generates an order number, or files a case. Then monitor goal performance to identify areas for improvement and iterate on your bot. The more often your customers reach goals, the better your bot is meeting your customers’ needs. ### Required Editions
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![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_intelligence-264-0-0-production-enus/dcd06a7b-b5ab-448b-a767-4e2e90481508/images/icon_note.png) Note In Spring ’23, Einstein Bots removed support for special characters in goal display and API names. Bots that contain goals with special characters can't be saved or cloned. If you created a goal before Spring '23, review your existing goals. Delete affected goals, and then recreate them with names that contain letters, numbers, and underscores only. View completed goal counts for a bot on the Goals page. Get a broader view of performance across bots with standard bot reports. ## The Goals Page In the Bot Builder, the Goals page shows a complete list of your bot’s goals and completed goal counts for each. The Goals page shows performance data for the last 180 days. If you rename a goal, the completed goal count for that goal is reset to zero. If you move a goal to another dialog, the completed goal count isn’t reset. Instead, it shows combined performance data for the goal across all dialogs the goal was associated with within the last 180 days. When you deactivate and reactivate a bot, the completed goal count for the goals associated with the bot aren’t reset. The counts resume when you reactivate your bot. ## Standard Bot Reports We provide several prebuilt reports that give you a broader view of goal performance across your bots. Learn more in Salesforce Help for Einstein Bot standard bot reports. - **[Manage Goals](https://help.salesforce.com/s/articleView?id=service.bots_service_completed_goal_manage.htm&release=264.0.0&type=5)** You can create, edit, and delete goals from the Dialogs page or the Goals page of the Bot Builder. On the Dialogs page, goals appear as a Goal dialog step. You can’t make changes to goals when your bot is active. #### See Also - [Navigate Einstein Bot Standard Reports](https://help.salesforce.com/s/articleView?id=service.bots_service_reports.htm&release=264.0.0&type=5 "Prebuilt reports make it easy to monitor bot performance, improve conversation design, and share information with key stakeholders.")