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Catch-up on Scorecards Enhancements

December 2018: 5.21 Release

 Scorecard Unified Fact Object

Scorecards are an effective tool to proactively monitor various aspects of your customer’s health. Previously, Scorecard fact objects were used to store all scorecard data. A Fact object can hold all the data for only a single Scorecard.

With this release, Gainsight has introduced a new Scorecard Object known as Scorecard Unified Fact. This Object can hold data of all the Scorecards. There exist two Unified Fact objects; Company Scorecard Fact Object and Relationship Scorecard Fact object. All the data for Account Scorecards is stored in the Unified Scorecard Fact - Company Object and all the data for Relationship Scorecards is stored in the Unified Scorecard Fact - Relationship Object.

  • The Scorecard Unified Fact object greatly enhances the Scorecard Mass Edit report by allowing you to view and edit multiple Scorecards within a single Mass Edit report (for more information, refer the first Scorecard enhancement).

  • When you use the Unified Fact object as the source for your Mass edit report, you can filter the data using Measures (for more information, refer the second Scorecard enhancement).

  • You can also use unified fact Object in Rules Engine to create a single dataset which includes data from multiple Scorecards.

Fact objects for RN.png

CAUTION: Gainsight recommends you not to delete any field from the Unified Fact Object. 

Notes:

  • The Relationship Unified fact Object does not exist, if you do not have any Relationship Scorecards. Similarly, the Company Unified Fact Object does not exist, if there are no Account Scorecards.
  • Scorecard Fact objects will continue to work the same way.

There are two enhancements in the Scorecard Mass Edit Report due to the introduction of the Unified Fact Object.  

Enhancement 1 

Scorecards are an effective tool to proactively monitor various aspects of your customer’s health. Each of these aspects are known as Measures. The Scorecard Mass Edit report allows you to view and edit scores of all the measures, for a particular Scorecard. However, in the past if you maintained multiple Scorecards, you could view and edit only one Scorecard at any given point of time, using a Mass Edit report. This limitation required you to maintain a separate Mass Edit report, for each Scorecard. 

With the introduction of Scorecard Unified Fact Object, you can now report on multiple Scorecards using a single Mass edit report. The Unified Fact Object also brings in a host of new filters which you can use while creating a Mass Edit report.  

With this enhancement, Admins can now build a single Scorecard report on their CSM’s Dashboard, to view and edit either the Account or Relationship Scorecards. For more information about how to use an enhanced Scorecard Mass Edit report, refer the Configure Scorecards Mass edit Report (2.0) article.


Scorecard unified FACT -RN copy.gif

Limitations in Mass Edit report created using Unified Fact Object

  • The first field cannot be a GSID data type Field.
  • Export in Success Snapshots is not possible.
  • 'Freeze First Column" option is not available.
  • You cannot apply the ranking functionality. 
  • Fact colors are not honored in standard reporting.
  • Currently, Home Page Export is not possible.
  • "Excludes" operator is not available in filters. Only "includes" operator is available.
  • You cannot export Mass Edit as CSV file.
  • The load time may increase, for large chunks of data.
  • Filtering on either NA or Not Applicable options returns the same results.

Enhancement 2  

When you use the Unified Fact object on the Scorecard Mass Edit report, you can perform following additional tasks which cannot be performed using other fact objects.

  1. Filter Scorecard data based on Measure Scores: You can now filter data based on the scores of a Measure. You can use this filter to filter data only to view the scores which are in Red, or scores in Red and Yellow, and so on.

    To apply a filter on Measures in a Mass Edit report:

    1. Select the required Measure in Select a Field drop-down menu (here Overall Score).

    2. Select the required operator.

    3. Select the required filter range.

    4. Click APPLY.

    5. Click RUN.

8 filter on Measures in a Mass Edit report.gif

  1. Inline filters for Measure data: You can now apply filters on an individual measure or Measure group in the Mass Edit Report. You can filter data of a measure to view only the Red scores in that Measure or NA scores of that measure. You can also search for stale scores of a Measure or Measure Group.

    To apply a filter on Measures in a Mass Edit report:

    1. Click the search bar for the required measure or Measure group.

    2. Select the required score.

    3. Press enter key.

9 Inline filters for Measure data.gif

  1. Server side Sorting: You can sort the data for any column of the Mass Edit report, in ascending or descending order. This is a server side sorting and all the records present in the dataset (not just those displayed in the report) are sorted in either ascending or descending order. To sort the data, click the required column name.

10 Sort.gif

November 2018: 5.20 Release

  1. Ability to create Scorecard Measure Groups: Measure Groups allow you to group related Scorecard measures. Previously, it was difficult to report on Measure Group Scores that were being used in multiple scorecards. Now, you can create Measure Groups independently and use them across multiple Scorecards, and then create reports on Measure Group scores.  

  • You can create a Measure Group for an Account or a Relationship.
  • A Measure Group can have the same name as a Measure.
  • Once you create a Measure Group, you can add your Measure Group to a Scorecard. To add add your Measure group to a Scorecard, navigate to the Configuration page of the required Scorecard.
  • After adding your Measure Group to the required Scorecard, you can add Measures to your Measure Group.
  • The Measure Group Score is calculated based on the scores of all the individual Measures, present in the Measure Group.

26 Measure Group Score .png

To create a Measure Group:

  1. Navigate to Administration > Health Scoring > Scorecards 2.0.
  2. Click + ADD and select Measure Group. The Add Measure Group window is displayed.
  3. Add the following details
    1. Enter a group name in the Group name field.
    2. Select Account or Relationship option from the Group Applies to field.
    3. (Optional) Enter a description from the measure group in the Group description field.
    4. Click SAVE.

27 Measure group.gif

Once you create the measure group, you can select this group while configuring Scorecards. To add a Measure Group in the Scorecard Configuration:

  1. Navigate to Administration > Health Scoring > Scorecards 2.0.
  2. Click the Scorecards tab.
  3. Set up the properties section and move to the Configuration section.
  4. Click + Group.
  5. Select the required group from the Select a group drop down menu In this case, Customer Risk Measure Group is added.

28 Add MG to SC.gif

  1. Drag and drop the required measures to your Measure Group from the left pane.

29 add measures to measure group.gif

Note: Before upgrading to Gainsight 5.20, if you had already created Measure Groups from the Scorecard Configuration section, you can find them on the MEASURES tab.  

  1. community icon.png Scorecard UI enhancements: Gainsight has made two UI enhancements to the Scorecard view on C360 page.

    1. Comments section enhancements: When you click the Comments section for any Measure, a pop up window appears which makes it easier for you to view and edit the Comments. After editing the Comments, you can either click the SAVE button or click anywhere outside the Comments pop up window, to save your Comments. 

Scorecard Comments improvement.gif

  1. “Explain Score” tooltip for Scorecards with an Exception: The Overall Score for a scorecard is calculated from the Weightage of each Measure. Scorecard Exception is a special scenario in which you can define criteria(s). If the criteria is matched, the Overall Score of the Scorecard is calculated based on the score specified in the Exception, and not based on the Weightage of measures. You can define Exceptions on the Scorecard Configuration page.

    Previously, the Overall Score did not display any information about whether the score was influenced by an exception. However, with this enhancement a new tooltip is added to the Overall Score for a Customer whose scores are influenced by an exception. When you click this tooltip, you can see a description which briefly explains the Current Score.

31 Scoreexplain.gif

October 2018: 5.19 Release

  1.  Collapse all groups option: Gainsight has introduced a new option to expand or collapse measure groups for a Scorecard on the C360 page. By default, all of the measure groups are expanded when you visit the C360 page. Now you can select the Collapse all groups checkbox, to collapse all of the measure groups. When the measure groups are collapsed, you can only view the health score for the whole measure group. To view scores for individual measures, you can clear the Collapse all groups checkbox. This expands all of the measure groups. You can also expand a particular measure group by using the + icon, for the required group.  

29 Collapse all groups option.gif

When you use the Collapse all groups option (select or clear the checkbox) and navigate to some other Gainsight page and return to C360 page, your configuration remains unaltered. For instance, If you collapsed all the measure groups and navigated to another page, the measure groups remain collapsed when you return to the Scorecard 2.0 section on C360 page. This applies to all customers and not just for the individual customer whose measure group was collapsed.

30  individual customer whose measure group was collapsed.gif

  1.  Modification to Auto Save functionality: Previously, when you entered comments for an individual measure and navigated (mouse over) outside the comments section, your comments were saved automatically. Now, when you enter comments for an individual measure, a mouse click anywhere outside the comments section autosaves your comments.

31 Modification to Auto Save functionality.gif

August 2018: 5.17 Release

N/A

July 2018: 5.16 Release

  • When a record from the company or relationship object is deleted, the corresponding scorecard data (from the corresponding fact and history objects) is deleted. For more info, refer to the first enhancement under the Gainsight Data Management section. 

    Note: There is no way to recover the deleted data, so be sure before deleting Company and Relationship records.

June 2018: 5.15 Release

N/A

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