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View and Update Scorecards in 360

Gainsight NXT

This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.

Not sure what your team is using? Click here.

 

This article explains the various components of the Scorecard section on C360/R360 pages. It is essential for an end users and Admins to know how various components of the Scorecard section are defined on the 360 page, in order to completely understand the history of Customer Health Scores.

Scorecard Views 

The Scorecard section on the C360 page displays various Scorecard parameters for the Company or Relationship. Gainsight provides you with two views on the for the Scorecards section in 360 view. 

Summary View

The Scorecard 360 page has the following components:

18 bars_NXT1.png

The Summary view components are explained below:

  1. The switch to toggle between Summary view and List view.
  2. Scorecard history for the Overall Score. The Summary view can display the history for up to 18 weeks. Each bar represents the Score for one of the past weeks.
  3. The Overall Score and the score for a Measure or Measure Group is displayed in circle. You can also view the Score trend. The > symbol indicates that there is no change in trend, an upward arrow (^) indicates a positive trend and a downward arrow (⌄) indicates negative trend. In the above image, Primary Group has a negative trend, Bug measure has a positive trend, Overall Score has no change in its trend.
  4. The Summary view groups Measures which are not part of any Measure group into an Ungrouped Measures group. There can be multiple Ungrouped Measures groups based on the location of Measures in the Scorecard Configuration page.
  5. Measures grouped together are displayed under their respective group name. In the above image, Primary group is a measure group with three measures.  
  6. Scorecard trend indicator for the Measure Group. The Summary View displays Scorecard history up to 18 weeks.

On the Summary view you can also view the percentage contribution of each Measure to the Overall Score, and if Overall Rollup is enabled for a Scorecard. (In the above image, Overall Rollup was not enabled). A measure’s % contribution to the overall score is displayed in the top right corner of each Measure.

18 bars_NXT.png

Apart from the ability to view a measure’s contribution to the overall Score, you can perform the following tasks which were included in List view:

  • View Scorecard History for Measures: The Scorecard History for measures is displayed on the measure detail view. To view the Measure detail view, click the required Measure. You can view the Scorecard history upto 18 weeks.

  • View Measure description and Stale Scores: You can view the Description for a Measure by hovering on the required measure. You can also view if a Measure's score is outdated. Outdated measure scores are called stale scores and are represented by an exclamation symbol. You must click this symbol to view stale score description.

stale score.gif

  • View Exceptions for Overall Score: If the overall score is influenced by an exception, you can view a corresponding notification on the Overall Score. You can click this notification to see the details of the exception.

Scorecard Native exception.gif

List View

The List view has a totally different UI as compared to the Summary View. In the List View, you cannot view the Percent contribution of Measures to the Overall Score. Apart from this, you can perform all other tasks of the Summary view from the List view.

To switch to the List view, click the List View icon.

Switch from summary to list view.gif

Edit a Manual Measure's Score

You can modify the Measure scores from the 360 page. You can only modify Manual measures and not automated Measures. To modify or set score on automated Measures, Admins must create Rules. You can differentiate a manual Measure from an automated Measure, based on the person and computer symbols next to the measure names.

manual and Automated Measure.png

To edit a manual Measure, click the Measure and drag the bar to the required score and click SAVE SCORE

3. Modify score.gif

If the Score is already set for a Measure, you can click REMOVE SCORE to reset the score, or RENEW SCORE to renew the score.

When you modify the Score for a Measure:

  • The value in the Previous Score field is replaced by the value in the Current Score field.
  • The newly set score is now the Current Score.
  • The Scorecard trend arrow is modified based on the new values present in the Current Score and Previous Score.
  • The percentage contribution of the overall score is calculated dynamically based on the scores of other Measure weights.

Note: The process of editing Measures remains the same for Summary view. The symbols for manual and Automated Measures are also the same.

How Scorecard Trend History Works

The C360/R360 page displays the Current score along with a trend indicator. The Current Score and the trend indicator are encircled. The trend arrow indicates whether the health score for a measure, measure group, or overall health score is trending up, down, or is remaining constant.

The Scorecard trend arrow is based on the Current Score and the Previous Score fields of the Scorecard Fact Object. The trend indicator works as follows:

  • If the Current Score is better than the Previous Score, the Score shows an Upward trend.
  • If the Previous Score is better than the Current Score, the Score shows a Downward trend.
  • If the Current Score and Previous score are same, the Score trend remains the same.

1. Scorecard trends.pngScorecard Bars and Trend Indicator

You can see a few vertical lines for the overall score, Measure, and Measure group. These are known as the Scorecard Bars. Each bar holds a Score value. The bars can be considered to be the bar chart view of Scorecard Snapshot’s weekly data. Each bar consists of a score which was recorded at the end of the particular week, by Scorecard Snapshot. The bar on the extreme right contains score for the most recent week or the Current week. On the first day of the current week, the most recent Scorecard bar shows previous week’s score. For the rest of the week this bar shows the closing score for the previous day, which was recorded when the Scheduler executed (11.30 pm UTC). This is called the most recent score bar. The bar on the left of the most recent Scorecard bar, stores the final score that existed a week before.

You can hover your mouse on each bar, to know the week and score, represented by that bar.

4. Scorecard bar.gif

Consider the week starts on 8th October. The bar on the extreme right represents the final Score for the week ending on 7th October (64). When you move towards the left bars, you can find historical scores that existed at end of each week. The score in the circle is the Current Score and represents score for the ongoing week; 8th October - 14th October. On 14th October when the scheduler runs, the score for the week is freezed and a new bar is created on the extreme right. This bar represents the final score for the week ending 14th October.  

Change the Scorecard for a Company

You can also change the existing Scorecard for a Company. Based on the Scorecard Configurations set and the Criteria for the current Company, a list of applicable Scorecards are displayed. Although, there can be multiple Scorecards applicable for a Company/Relationship, but a given point of time, only one Scorecard can be applied to a Company/Relationship.  

IMPORTANT: Please consult your administrator or manager before changing the existing Scorecard for a Company/Relationship.

When you change the Scorecard for a Company or Relationship:

  • The Scorecard Id field in Company or Relationship object is modified to display the Id of the updated Scorecard.
  • The Scorecard trend bars for the old scorecard are not displayed. A new series of trend indicators are recorded for the new Scorecard.
  • The Scorecard history object starts recording scores for the new Scorecard. However, the scores of old Scorecard are also stored.

To change the Scorecard for a Company:

  1. Click the Change Scorecard icon.
  2. Select a new Scorecard from the Change to drop down menu.
  3. Click APPLY.

6. Scorecard change.gif

Create Activities in Scorecards

You can also create Timeline Activities within a Scorecard. You can record comments for your activities, use rich text formatting options and many other tasks using the Timeline in Scorecards. To learn more about using activities in Timeline, refer to the Scorecard Timeline Activity Feed article.

 

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