This guide walks you through setting up three rules to support a Support Risk Scorecard measure in Gainsight. These rules support Gainsight’s Risk Management Framework for Scorecards. The support scorecard is used to bring visibility to customers with tickets that are high priority, have a high volume of tickets, or a long duration of open tickets.

Vault Assets

We suggest downloading these Vault Rule assets to guide you in the development of your Scorecard rules:

Rule #1 - Support Score Green

Rule #4 - Support Score Green
  • Object: Account
  • Show
    • Account::Id
    • Account::Account Name
  • Filters
    • Customer Info::Status | includes | Active

Rule Action

Rule Action
  • Action Type: Set Score
    • Select Measure: Support
      • Note: This should be the scorecard measure that you set up for Support Risk
    • Set Score from: Choose the Green value
    • Comment (optional): It’s helpful to add comments that add clarification for why the score was set to this color.

Rule #2 - Support Score Yellow

Rule #5 - Support Score Yellow
  • Object: Call to Action
    • Show
      • Account::Id
      • Account::Account Name
      • Call To Action::IsFlagged
  • Filters
    • Call to Action::Reason | includes | Support Risk
      • Note: Replace this with your CTA Reason for a Support Risk
    • Call to Action::Status | excludes | Closed
      • Note: Replace this with your CTA Status’ that are ‘Closed’
    • Customer Info::Status | includes | Active

Rule Action

Rule Action
  • Action Type: Set Score
    • Select Measure: Sentiment
      • Note: This should be the scorecard measure that you set up for Sentiment Risk
    • Set Score from: Choose the Yellow value
    • Comment (optional): It’s helpful to add comments that add clarification for why the score was set to this color.
    • Criteria: Call to Action::isFlagged | not equal to | true

Rule #3 - Support Score Red

  • Object: Call to Action
    • Show
      • Account::Id
      • Account::Account Name
      • Call To Action::IsFlagged
  • Filters
    • Call to Action::Reason | includes | Support Risk
      • Note: Replace this with your CTA Reason for a Support Risk
    • Call to Action::Status | excludes | Closed
      • Note: Replace this with your CTA Status’ that are ‘Closed’
    • Customer Info::Status | includes | Active
    • Call to Action::IsFlagged | equals | checked

Rule Action

  • Action Type: Set Score
  • Select Measure: Support
    • Note: This should be the scorecard measure that you set up for Support Risk
  • Set Score from: Choose the Red value
  • Comment (optional): It’s helpful to add comments that add clarification for why the score was set to this color.
  • Criteria: Call to Action::isFlagged | equals | true

Working on Challenge B8?

After you complete this exercise, you can return to the business challenge to complete step 3 under configuration.