Prerequisites

The user performing the following steps needs to have the necessary permissions to Modify All Data in SFDC; and also needs to be a Gainsight Admin and SFDC Admin. This is because the Load Snapshot to Engagement uses REST API to dynamically create fields on Usage Data.

Enable History Tracking

Enable

Scorecard data is not loaded into usage data by default. Perform the following steps to enable the Scorecards history-tracking feature.

  1. Navigate to Administration > Account Scorecards.
  1. Click Step 1: Global Settings.
  2. Select the Load Snapshot to Engagement every month check box.
  3. Click Apply. A window is displayed and it shows the progress of the measure creation, field creation, and mapping process.
    Note: This window should not be closed while in progress. Gainsight automatically maps the new fields to the Engagement Measure. System Name and Color are determined dynamically.
  4. For Scorecard Measure, enter SC__IDofScorecardMeasure__c as the name of the fields.
  5. For Overall Health Score, enter SC__OverallHealthScore__c as the name of the field.
  6. Enter the description for fields that include the scorecard name.

A snapshot is taken just before the end of every week (based on week definition in Usage Configuration) or month based on the date granularity. The Snapshot is captured into the Usage Data object from that point forward. When the scorecard history option is enabled, it creates a batch job through SFDC that stores the data. You can select the Enable History tracking with frequency check box and number of hours from the drop-down list to determine how often a snapshot should be stored to your SFDC data. Gainsight recommends you use the monthly option to save SFDC storage space by not storing duplicate data.

Disable History Tracking

Disable
  1. Deselect the Enable History tracking with frequency check box.
  2. Click Apply to disable the tracking history.
    Note: This feature is disabled by default for all new installations.

Editing Scorecard Measures

Navigate to Administration > Usage configuration >Scorecard Columns to view the Scorecard Engagement measures as shown in the following image.

Editing Scorecard Measures

For each scorecard measure and for overall health score, a numeric field is created on the UsageData object. The scorecard snapshot is stored in these fields at the Account Level.

When a Scorecard Measure is edited, the corresponding measure name and field descriptions will be updated.

If a Scorecard Measure is deleted, the corresponding usage data measure will be deleted and all the historical data will be lost.

Note: Engagement rules will not be triggered when the scorecard snapshot is loaded into UsageData.

Scorecard Reporting in C360

Scorecard Reporting in C360

Now that the Scorecard history-tracking option is enabled in the Customer 360 view, you can see the HistoricalView option in the Scorecard Section.

No matter which view you choose, the top area of the Scorecard section will include the Overall Health score, Overall Health Score Trend, and Comments.  

When in the HistoricalView, the contents below the top section will be changed to show the trend of overall health score and measures as a density graph. The date and historical score appear when you roll the cursor over one of the tiles, as shown in the following image.

Filtering and sorting works on all records across all pages of the Mass edit view.