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Gainsight Inc.

Configure Scorecards (2.0)

Scorecards 2.0 provides a single place in Gainsight to configure and manage both Account and Relationship scorecards. You can access this feature at Administration > Scorecards 2.0. With Gainsight’s May 2017 release, you can also create multiple scorecards. Multiple scorecards enable you to have different scorecard configurations in Gainsight which can be applied to different Accounts/Relationships automatically based on criteria like customer stage or lifecycle, etc. If you use multiple scorecards, you will set one of them as the Default, so that any Accounts/Relationships that do not match your criteria will be assigned the Default scorecard configuration. You can also watch this 8-min. video intro to Scorecards 2.0 for an overview of the configuration process.

After multiple scorecards are configured, you will run the scheduler job so that scorecard configurations are applied to the appropriate Accounts/Relationships. By default, the scheduler job runs at 23:00, but you can set a time for the job to run using the Schedule icon.

Important

  • Additional functionality will be deployed in a future release to support migration from Account and Relationship Scorecards (1.0) to Scorecards 2.0.
  • All new Gainsight customers will use Scorecards 2.0 to configure Account and/or Relationship scorecards.
  • Only one scorecard can be applied to an Account/Relationship at a time. 
  • Keep in mind that SmartSigns and Scorecard history (from Scorecards 1.0) won’t be available in Scorecards 2.0 for existing customers. 
  • As Scorecards 2.0 related data resides on MDA, fields in the CustomerInfo object will not be available for reporting and will not have any data related to Scorecard 2.0. 
  • In Bionic Rules, the action Set Score 2.0 will not be available. 
  • The Scorecards 2.0 habits report can not be exported in Success Snapshots. 
  • When Scorecards 2.0 chart type reports are configured and exported from success snapshot, the scorecard scheme colors does not appear in the exported report. 
  • If the feature 'Scorecard V2 Primary' is enabled, then the health score widget will display the scorecard 2.0 score. Admins can check to see if this feature is enabled by navigating to Setup > Custom Settings > Manage.

Prerequisites

To work with Scorecards 2.0, you need to enable the following:

Enable Scorecards 2.0

To enable Scorecards 2.0:

  1. In Salesforce, click User Profile and select Setup.

  2. Navigate to Develop > Custom Settings.

  3. Click Manage at Feature Configuration.
  4. Click Edit on SCORECARD V2, select the Enabled box and click Save.

Set Scorecards 2.0 as Primary in Gainsight

To see health scores created in Scorecards 2.0 in C360/R360 summary widgets, you have to set Scorecards 2.0 as primary in Gainsight.

To set Scorecards 2.0 as primary in Gainsight, follow these steps:

  1. Navigate to Setup > Custom Settings > Feature Configuration > SCORECARD V2 PRIMARY.

  2. Select the Enabled box and click Save

Configure Measures

You can add Scorecard measures for an Account or Relationship. Measures track one specific customer health metric, such as product usage, customer sentiment, open cases, etc.

  1. Navigate to Administration > Scorecards 2.0.

  2. Click + MEASURE. The Add Scorecard Measure dialog appears.

  1. Type a measure name.

  2. Select Account or Relationship in Measure applies to field. Measures can be used across multiple scorecard configurations, but they are distinct to Account or Relationship scorecards.

  3. Select Manual or Automated. If Automated is selected, you need to build an associated rule for loading health scores automatically.

  4. Type a measure description in the box.

  5. Click SAVE. The scorecard measure will be created.

Configure Scorecard Grading Schemes

In this section, you can configure the scheme or granularity in which scores can be set. You can choose the scores to be displayed in Numeric (0-100), Color (Red, Yellow, and Green), and Grade (A-F). Also, an option to configure a grading scheme of your choice is possible in this dialog. For example, in the Numeric grading, you can add a new range set and assign a specific color to it. Similarly, you can configure new ranges in Color and Grade and use it in your scorecards. 

  1. Go to Administration > Relationship Scorecards > Scorecards. 

  1. Click Scheme settings (gear) icon. The Settings dialog appears. 

 

  1. First select the score display options, which determine the options user see when they manually update the score. 
  • Numeric (0-100) – If this option is selected, you can set the score to be a value between 0-100. 
  • Color (RYG) – If this option is selected, you can set a color for a range. In the next steps, you decide which color options you’d like to provide.  

 

  • ​​​​​​​​​​​​​​​​​​​​Grade(A-F) – If this option is selected, you can set the score to be a custom label.

 

  1. Define the grading scheme. In this step you are configuring two different things: 
    1. For Color or Grade, define how many options to provide and what the color or grade (label) should be. 
    2. Regardless of what you have selected in display option, it is important to map the numeric value to color and grade, so that:
      • If you selected color or grade, the app will know how to handle weighted averages of measures. Basically, it takes the mid-point of the range configured here.
      • If you select numeric, in some reports, you still might want to show a color or grade, in addition to the numeric.  
  2. (Optional) You can modify the ranges, labels, and colors associated with the selected scheme. 
  3. (Optional) You can use the + icon to add one or more Range, Label, or Color for each display option. 
  4. (Optional) Select the Enable snapshot checkbox, a snapshot is triggered on a weekly or on a monthly basis. By default, this checkbox is enabled. 
    • Note: The scorecard snapshot that appears on the 360 page can be cross verified using the Scorecard Snapshot object, which is available under MDA data, in Report Builder. 
  5. Click SAVE

Configure Multiple Scorecards

Following image shows the high-level process for configuring a 2.0 scorecard. 

Configure Multiple Scorecards

To create a scorecard in Scorecards 2.0:

  1. Navigate to Administration > Scorecards 2.0.

  2. Click Scorecards tab.

  3. Click + Scorecard. The following screen appears.

  1. In 1 Properties, type a name for the scorecard.
  2. Select Account or Relationship.
    1. To create an Account scorecard, select Account.
    2. To create a relationship scorecard, select Relationship. If you select Relationship, a new field called Relationship Type appears. Select a relationship type from the list.
  3. Select a scheme type for your scorecard.
  4. Select Default Scorecard if you want this scorecard configuration to be applied in the event that an account/relationship does not match your existing criteria.
  5. Select Enable overall rollup if you want to roll-up the scores from measures to the relationship/account level based on the weight applied to the measures in the scorecard.
  6. Enable group scores check box if you want the group score to be updated based on changes to the associated measures.

Note: There is no UI to set weights specifically for the groups. The relative weights of the measures within a group are calculated as the group score.

  1. (Optional) Enter a brief description of the scorecard and click 2 Configuration.

  1. In Configuration, drag-and-drop available measures from the Measures on the left. In addition, you can use the + GROUP button to create groupings of related measures, such as Risk measures, Opportunity measures, etc.
  2. Click WEIGHTS and assign each measure an appropriate weight. For example, you might want to give more weight (importance) to Growth, rather than Customer Relationship.
  3. Click SUBMIT. Note: Gainsight automatically calculates the % contribution to the overall score based on the weights you enter.

  1. (Optional) Hover over each measure and then click on the text icon to configure help text. The help text will appear in the 360 Scorecard section for end users to provide context or explanation on their customer’s health scores.
  2. Click the 3 - Applies to section. 

  1. Click + Add Criteria. While creating a scorecard, Admins can define criteria so that the scorecard applies automatically to accounts/relationship that satisfies the criteria. You can define the criteria based on any field of account/relationship standard objects (picklist, number, string, boolean data types are supported). 
    • Only one scorecard can be applied to an Account/Relationship at a time. 
  2. Select a field from the drop-down list and set a criterion. You can also set multiple criteria in this section. In the example above, customer Stage and # of Employees are added as criteria. 
  3. After defining the criteria, specify the condition using AND or OR. 
  4. Click SAVE in the upper right to save your scorecard configuration. After configuring your scorecard, the next step is to schedule the scorecard assignment. 

Schedule Scorecard assignment

A scheduler job is introduced with Multiple Scorecards that runs assign the scorecards based on criteria. The scheduler runs at 23:00 by default, but you can also customize the sync schedule as needed. Any changes to a scorecard will be applied to the scorecards of applicable accounts/relationship types when the scheduled job is run.

  1. In Administration > Scorecards 2.0 > Scorecards.

  1. Click Schedule (calendar icon). 

  1. Set the hour and minutes and click SAVE

Note: If you change the criteria in a scorecard, the application will ask if you want to apply the new scorecard configuration to all the applicable accounts/relationship types. You can choose to say No, if you would like to apply the changes at a later point in time. 

Set Score for Multiple Scorecards using a Rule

In Rules Engine, using the Set Score 2.0 action, Admins can set the scores for all of the scorecards in which the measure is present. For example, if the selected measure is present in three scorecards, Admins can set the score for all three directly in the Setup Action tab.

  1. In Setup Action tab, select Set Score 2.0 action. 
  2. Select a measure. After selecting a measure, you will be able to see the scorecards in which the measure is present. 
  3. Select a scoring scheme. After selecting a scheme, you will be able to view scorecards in which the measure is present.

Mass-Edit Scorecard 2.0 Measures

For measures created in Scorecards 2.0, Admins can mass-edit both Account and Relationship scorecard measures from the Report Builder. Previously, you could only mass-edit Relationship scorecard measures from Dashboards or the Report Builder. 

Admins can access the scorecard fact object in the Report Builder and see all of the customers for which that scorecard is applicable. For every scorecard created in Scorecards 2.0, a fact object will be created in MDA. Using the fact object as the source in Report Builder, Admins can also manually set scores for multiple customers at a time.

To mass-edit measures in Report Builder: 

  1. In Report Builder, select Scorecard Fact object as the data source. 
  2. In Report Type drop-down list, select Scorecard Mass Edit

  1. Add Show me and By fields and run the report. 
  2. Click on a measure and set the score. 

  1. Save the report. 

Converting Scorecards from 1.0 to 2.0

If you’ve been using Scorecards 1.0 and want to convert to 2.0 before a migration utility is available, we recommend taking the following steps:

  • Configure Scorecards 2.0 and set it up so that the data is being collected in Scorecards 2.0.
  • Continue using Scorecards 1.0 for about 2 to 3 months (the period of time for which we believe the value of historic data is valuable).

  • After 3 months, given that there is enough scorecard history available, you can turn off the old version of scorecards and officially move to Scorecards 2.0. Then you can mark Scorecard 2.0 as primary in your org. 
  • Note: if you've been using SmartSigns with Scorecards 1.0, we don't recommend converting to Scorecards 2.0 yet, since SmartSigns are not yet supported.

If you would like to read frequently asked questions about Scorecards 2.0, see Scorecards 2.0 FAQs

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