1. Create Multiple Scorecards configurations: Admins can create multiple scorecards using Scorecards 2.0 and apply them to a set of accounts or relationship types by defining a criteria. For example, for customers in the Onboarding stage you can assign a specific scorecard, and for customers in Kicked Off stage, you can assign a different scorecard configuration. For more information, see Configure Scorecards 2.0. For a general introduction to Scorecards 2.0 see the video Intro to Scorecards 2.0.
2. Define Criteria to Assign Multiple Scorecards: 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).
3. View Scorecard mass-edit report: 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 manually set scores for multiple customers at a time.
4. Set Score for multiple scorecards in a single 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.
a. In Setup Action tab, select Set Score 2.0 action.
b. Select a measure. After selecting a measure, you will be able to see the scorecards in which the measure is present.
c. Select a scoring scheme. After selecting a scheme, you will be able to view scorecards in which the measure is present.
5. Schedule Scorecard assignment to Accounts/Relationships: A scheduler job is introduced with Multiple Scorecards that runs assigns 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 scheduler job is run.
a. In Administration > Scorecards 2.0 > Scorecards.
b. Click Schedule (calendar icon).
c. 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.
6. View multiple scorecard configurations in C360/R360: In C360/R360 view, if multiple scorecards are applicable for an account or relationship type, the end user can change the scorecard setting for that customer. This option should be used with caution, as it will impact the scorecard history for that customer.
a. Click Settings (gear icon). The Settings window appears.
b. In the Change to list, a list of applicable scorecards are displayed. Select a scorecard from the list and click Ok.
Note: Changing the scorecard will also change the measures with which the customer health is being tracked. End users should consult with their Admin before applying the new scorecard.
Advanced Outreach (Beta)
Create and schedule a series of related emails: The new Advanced Outreach feature enables Admins to create and schedule a series of related Outreach emails. For example, with surveys, you can schedule a head’s up email, the email containing the survey link, and multiple follow-up emails, including a thank you message, or request to meet and discuss further, all as part of one advanced outreach. For a general introduction to Advanced Outreach, please see the video Intro to Advance Outreach.
Please email email@example.com to request access to Advanced Outreaches. After it’s enabled, it will be visible as a sub-tab under CoPilot.
This is a completely separate feature from the current CoPilot Outreach feature, and customers should continue to use the existing Outreach feature to manage the distribution of one-off emails.
Admins will have more control over the Outreach’s participants, by scheduling daily checks for new contacts within a Power List, using the power of Bionic Rules to create queries, and by creating contact Exclusion Lists via a CSV. Multi-Variant Emails will be supported and Advanced Outreaches will only work with Email Templates 2.0.
Advanced Outreaches included pre-built analytics for each outreach. These reports will track information such as response rate, total emails sent, survey click to open rate, and survey response rate.
You can learn more about the differences between Advanced Outreach and the original Outreach feature by reading the Advanced Outreach FAQ.
For detailed instructions, refer to How to Configure Advanced Outreaches.
The Gainsight Events framework allows you to create events, which can be used in CoPilot's Advanced Outreach operation. Events can be defined as activities that are triggered as a result of some other activity. For example, the Events framework can be used when an Advanced Outreach needs to be triggered on the case closed event for SF Cases. Another example of an event is a notification email that is sent whenever a participant responds to a survey.
For more information, please see the Events Framework article.
To see the complete release notes, refer to the following articles: