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Gainsight Inc.

Catch-up on Scorecards Enhancements

May 2017: 5.6 Release

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. 

February 2017: 5.5 Release 

Important: This is our first deployment of new Scorecard functionality to manage both Account and Relationship scorecards with one tool. Additional functionality will be deployed later to support migration from Account and Relationship Scorecards to Scorecards 2.0. New Gainsight customers will use Scorecards 2.0 to configure Account and/or Relationship scorecards. If you’d like to deploy Scorecards 2.0 now, please contact your CSM to discuss options. Keep in mind that SmartSigns and Scorecard history (from Scorecards 1.0) won’t be available in Scorecards 2.0 for existing customers.

Prerequisites

To enable Scorecards 2.0, you need to have the following:

  • Gainsight Standards Objects enabled. Data needs to be present in the standard objects of MDA. Data can be synced from SFDC to MDA Standard Objects using GS Connect. 
  • Enable Scorecards 2.0 from Setup > Custom Settings > Feature Configuration > Scorecards v2. 
  1. Scorecards 2.0 is introduced to manage both Account and Relationship scorecards in one place. Admins can access the new option from Administration > Scorecards 2.0. 
    1. For new customers: Only one option will be visible in Administration > Scorecards 2.0. Using this option, you can create both Account and Relationship scorecards. Also make use of the enhanced options in Account Scorecards.
    2. For existing customers: Three options will be visible. Account Scorecards, Relationship Scorecards, and Scorecards 2.0. 

For more information on Scorecards 2.0, see Configure Scorecards 2.0.

  1. Create group-level scores: With Scorecards 2.0, Admins have the ability to create scoring for a measure group. To enable this option, navigate to Administration > Scorecards 2.0 > Scorecards > Add or edit a scorecard and select group scores option.

  1. Configure exceptions in Account scorecards using Scorecards 2.0: For more information on Scorecards 2.0, see the Configure Scorecards 2.0 article. Previously, exceptions could only be configured for Relationship scorecards. Exceptions in Scorecards are useful when you need to override the existing weighting configuration to affect the Overall Score based on a change in one subscore. 

  1. Mass-edit Scorecard 2.0 measures from Report Builder: 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.    

  1. New Set Score 2.0 action type in Rules Engine: To set scores for Scorecards 2.0 using Rules Engine, a new action type Set Score 2.0 is added to the list of actions. 
  2. New Scorecards 2.0 section available to add in the CS360 and R360 pages, in addition to the existing Scorecard sections (Account Scorecards and Relationship Scorecards).  
    • For new customers: Only one section will be visible in 360 pages (Scorecards 2.0)
    • For existing customers: Three sections are available to add to 360 pages: Account Scorecards, Relationship Scorecards, and Scorecards 2.0.

November 2016: 5.4 Release  

Account Scorecards

  1. Tooltip is now available for scorecard history in the CS360 Details > Scorecard section. A tooltip is introduced for scorecard history that displays Date, Label, and Score.

Relationship Scorecards 

  1. Ability to delete Relationship Scorecard measure in spite of it being used in multiple places: You can now delete a Relationship Scorecard measure at Administration > Health Scoring > Relationship Scorecards > MEASURES. The following message appears when you are about to delete a scorecard measure that has been used in multiple places. In addition, the deleted measure is automatically removed from scorecards, if present.

Note: Reports and Rules where the scorecard measure was present have to be edited and saved again to reflect the change.

  1. Scorecard Group is no longer mandatory for adding measures. You can configure a scorecard without creating groups for measures.

October 2016: 5.3 Release 

Account Scorecards

  1. Create automated measures in Account Scorecards: Admins can now create automated measures in Account Scorecards using the Automated type at Administration > Health Scoring > Account Scorecards. This release does not make changes to your existing measures.

Notes:

  • Automated measures can only be set and maintained using the Rules Engine.

  • Existing manual measures can be changed to the Automated type.

  • After the existing manual scores are modified to automated scores, users cannot edit the scores manually.

  • Scorecard comments continue to be editable by end users for both manual and automated measures.

Relationship Scorecards  

  1. Configure exceptions in Relationship Scorecards: As an Admin, you can now configure exceptions in relationship scorecards at Administration > Health Scoring > Relationship Scorecards > Scorecards for relationship types that have Enable overall rollup enabled.

Traditionally, scorecards have a weightage driven scoring mechanism that helps companies manage customer health. The traditional method assumes that the measures have the same importance at all times, which may not be true. There may be scenarios where you need to override the traditional weightages. For example, you might want to modify the overall score if there is a drastic drop in usage. With this release, we allow you to define certain exceptions to better manage health scores.
For example, as shown in the following image, if NPS <= 40 and Usage Drop <= 80, the NPS Survey exception will occur and the Overall Score will be modified to 20. 

Notes:

  • You can drag-and-drop the configured exceptions to match your desired order.

  • Exceptions can be configured only for the Overall Score.

  • The exceptions will be evaluated in the same order as configured; and the exception that is first in the list is applied to the overall score.

  • You can configure up to five exceptions.

In addition, you can create up to three criterias for each exception configured. For example, as shown in the following image, you can set the Overall Score as 20 if NPS <= 40, Usage Drop <= 80, and Sentiment <= 61.

After configuring exceptions, you can navigate to the R360 page to confirm the configuration is working as expected in the Scorecard section. The Explain score link, below the overall score, as shown in the following image, explains the configured exception.

Note: The Explain Score link appears only if an exception is triggered and has modified the overall score.

The following image is an example of the Explain Score window.

  1. Distinguish between manual and automated score on the R360 page: Icons next to scorecard measures in the R360 Scorecard section now clearly distinguish between an automated score and a manual score. 

In addition, Admins can automate score updates using the Rules Engine (the Set Score action type) for both manual and automated score types. However, users cannot edit an automated score manually.

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