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Catch-up on Scorecards Enhancements

April 2019: 6.2 Release

Scorecards are the ultimate barometers of your customers’ health. They transform qualitative and quantitative metrics into customer health scores that can help inform your decision-making. Scorecards 2.0 provides a single place in Gainsight to configure and manage both Account and Relationship 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.

  1. community logo.pngAbility to move Measures into Measure Groups: Previously, on the Scorecard configuration page, you could only move the Measures from one group to another. However, you could not move an individual Measure which was not part of a group, into another Measure Group. With this release, in the Configure Area section, you can now directly drag and drop individual Measures into the Measure Groups and vice versa.

Measures into Measure Groups.gif

  1. 43..pngImproved Scorecard Rules Execution Excel: Previously, in the Rules Execution Excel sheet only the GSID’s of the Company, Scorecard, Measure, Current Score, Previous Score are displayed in the sheet. With this release, to avoid confusion about GSID, it is replaced with the name, except for the Company/Relationship ID column. For example; Company Name, Scorecard Name, Current Score, Current Label, Previous Score, etc.

    Note: Currently, this improvement is only applicable to the Set Score 2.0 action type, and not yet implemented in the Load to Scorecard History action type.

46. Improved Scorecard Rules Execution Excel.gif

  1. Ability to modify Manual Measure to an Automated Measure and Vice Versa: With this release, you can now modify the Measure Type from Manual to Automated and vice versa, by clicking the Edit icon on the Measures page.  

47. Manual Measure to an Automated Measur.gif

  1. Increase of History Bars in Summary View: With this release, the Summary View History Bars have increased from 12 to 18 to view the history of the customers for the last 18 weeks.  

18 bars1111.gif

  1. New Configure Weights Screen: With this release, a new % Contribution (Group) column is added to the Configure Weights screen to determine the contribution of the Measures weight for the respective groups.

    Note: This column is only displayed when you add Measure Groups to the Scorecard.

49. New Configure Weights Screen.gif

  1. Filters only Display the Schemes Used in Scorecards while Generating Unified Mass Edit Report: With this release, only the Scheme Types which are used in the Scorecards are displayed while generating the Unified Mass Edit Report. For example, if only Numeric and Color Scheme Types are used in the Scorecards for generating report then only those two Scheme Types are displayed in the Filter, instead of displaying all the Scheme Types.

50. Filters only Display the Schemes Used in Scorecards while Generating Unified Mass Edit Report.gif

  1. Ability to Handle the Case of Measure Score N/A when Displaying % Contribution in Summary View: Previously, the percentage contribution of each Measure to an overall score, defined in the Configure weights screen, was directly displayed in the Summary View of the C360 page of that customer. With this release, if the Measure has no score, then that Measure is not considered. However, based on the scores of other Measure weights, the percentage contribution of the overall score is calculated dynamically.

51. Case of Measure Score N-A.gif

February 2019: 6.0 Release

Scorecards are the ultimate barometers of your customers’ health. They transform qualitative and quantitative metrics into customer health scores that can help inform your decision-making. Scorecards 2.0 provides a single place in Gainsight to configure and manage both Account and Relationship 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.

  1. Ability to Freeze First Column in Mass Edit Report built on Unified Fact Object: Previously, a Scorecard Mass Edit report built using Unified Fact Object as the source, did not support the freeze first column feature. However, with this enhancement you can now freeze the first column of a Mass Edit report, built on a Unified Fact object. Admins can include important fields like Company Name as the first column, and then scroll to the right and easily view various aspects of each Company in multiple columns. Admins need not scroll back and forth anymore.

    For more information about using this enhancement refer to the Filter/Sort Mass Edit Report section of the Edit Scorecard 2.0 with Mass Edit Report article.

January 2019: 5.22 Release

Scorecards are the ultimate barometers of your customers’ health. They transform qualitative and quantitative metrics into customer health scores that can help inform your decision-making. Scorecards 2.0 provides a single place in Gainsight to configure and manage both Account and Relationship 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.

  1. New Scorecard UI for C360 page: With this release, Gainsight introduces a new Scorecards view on the C360 page known as the Summary view. The previous view is still available and will be known as the List view. You can toggle between the two views. State preservation is honored between the two views. The newly introduced Summary view appears as follows:

    To access the Scorecard Summary view:
    1. Navigate to the 360 view for a Company or Relationship.
    2. Click the Scorecard 2.0 section.
    3. Click the summary view icon.

17. Summary view.png

The Summary view components are explained below:

  • 1 - The switch to toggle between Summary view and List view.
  • 2 - Scorecard history for the Overall Score. The Summary view can display the history for up to 12 weeks. Each bar represents the Score for one of the past weeks.
  • 3 - The Overall Score and the score for a Measure or Measure Group is displayed in circle. You can also view the Score trend. The > symbol indicates that there is no change in trend, an upward arrow (^) indicates a positive trend and a downward arrow (⌄) indicates negative trend. In the above image, Primary Group has a negative trend, Bug measure has a positive trend, Overall Score has no change in its trend.
  • 4 - The Summary view groups Measures which are not part of any Measure group into an Ungrouped Measures group. There can be multiple Ungrouped Measures groups based on the location of Measures in the Scorecard Configuration page.
  • 5 - Measures grouped together are displayed under their respective group name. In the above image, Primary group is a measure group with three measures.  
  • 6 - Scorecard trend indicator for the Measure Group. The Summary View displays Scorecard history up to 12 weeks.

18. Scorecard Navigation.gif

On the Summary view you can also view the percentage contribution of each Measure to the Overall Score, and if Overall Rollup is enabled for a Scorecard. (In the above image, Overall Rollup was not enabled). A measure’s % contribution to the overall score is displayed in the top right corner of each Measure.

19. each measure.png

Apart from the ability to view a measure’s contribution to the overall Score, you can perform the following tasks which were included in List view:

  • View Scorecard History for Measures: The Scorecard History for measures is displayed on the measure detail view. To view the Measure detail view, click the required Measure. You can view the Scorecard history upto 12 weeks.
  • Insert Comments: You can insert comments only for Measures and Overall Score. Comments can be inserted and viewed from the detail view.

20. Save comments.gif

  • View Measure description and Stale Scores: You can view the Description for a Measure by hovering on the required measure. You can also view if a Measure's score is outdated. Outdated measure scores are called stale scores and are represented by an exclamation symbol. You must click this symbol to view stale score description.  

21. stale score.gif

  • View Exceptions for Overall Score: If the overall score is influenced by an exception, you can view a corresponding notification on the Overall Score. You can click this notification to see the details of the exception.

22. Exception.gif

  1. Ability to clear Scorecard comments through Rules: Previously, you could only modify the existing comments from Rules. However, with this enhancement you can now clear the existing comments via rules. A new Clear Existing Comments check box has been introduced in the Set Score 2.0 Action Type which allows you to clear the comments.

measure.png

When you select this check box, the existing comments for the respective Measure are deleted whenever the rule executes. When you clear this check box, a text box is displayed for entering your comments. The existing comments are replaced by your comments, when the rule executes.

24. Comments section.gif

Business use case

Consider a scenario in which the Score for a Measure is 80. The CSM enters some positive comments (say, required score achieved) for this Measure, on the 360 page. After a few days, the this Measure is not applicable and the rule sets is score as N/A. However, the C360 page still displays the old Comments (required score achieved). With this enhancement, you can now clear the comments.

To use this enhancement:

  1. Create a new Rule. For more information on how to create Rule, refer the Bionic Rule task Creation article.
  2. Click DATASET.
  3. Select a required Source object.
  4. Drag and drop the required fields to Show and Filters section.  
  5. Click SAVE.
  6. Click Setup Action.
  7. Click + ACTION.
  8. Configure the Set Score 2.0 Action Type.
  9. Select the Clear Existing Comments check box, to delete existing comments.
  10. Click SAVE.

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 Edit Scorecards 2.0 with Mass edit Report 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

 

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