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Catch-up on Scorecards Enhancements

September 2020: 6.17 Release


July 2020: 6.16 Release


June 2020: 6.15 Release

With Scorecards 2.0, you can set a score for each Measure either manually or automatically through Rules Engine. Scorecards 2.0 provide you with the flexibility of using numbers, letters, or colors as grading schemes.

1. Community logo.pngScorecard Workflow Updated for Clarity and Efficiency

The Scorecard configuration UI is now enhanced to make scorecards more intuitive and easier to set up. To see the updated UI, navigate to Administration > Health Scoring > Scorecard. The new design has updated UI elements for improved readability and a few distinct enhancements:

  1. Dropdown Field for Company and Relationship Scorecards: On the Scorecard configuration page, we have separated the Relationship and company scorecard configurations to declutter information and ease consumption. Admins can now select to see only Company or Relationship related items using a dropdown field at the top of the page.

Dropdown Field_Scorecards.jpg

  1. Separate Tab for Measure Groups: Admins can now view, create, edit, and delete Measure Groups from the Measure Groups tab during Scorecard configuration.


This tab gives admins more direct control over Measure Groups and emphasizes their importance to Scorecard configuration.

Previously, admins selected measures to include in a group when configuring the associated scorecard. Now, when admins create a Measure Group, they must add all of the measures they want to include in the group across all scorecards. When they add the Measure Group to a specific scorecard, they can choose the measures from the group they want to include for that card.

For more information on the Scorecard configuration workflow, refer to Configure Scorecards 2.0 (Path).

1. Community logo.pngMeasure Weight Calculation Updated to be more Intuitive

Previously, admins configured weights at the individual measure level. This meant admins had to test weight configurations for individual measures in order to get the group measure percentage they wanted. It also meant if individual measures became NA, the weights for each measure group would change. Now admins can configure the weight of the measure group to the overall score, as well as the weight of each individual measure within the group. This means, instead of directly impacting the overall score, individual measure scores contribute to the group score, which then contributes to the overall health score. If individual measures become NA, their percentage is redistributed within the group and the measure group percentage remains the same. If all of the measures in the group become NA, then the group’s percentage is redistributed among other groups according to the same ratio as their existing percentages.

Enable Measure Weight Enhancements

New customers will automatically receive the new measure group handling method and the ability to create exceptions at the group level. But existing customers will have to enable this method via an admin feature toggle at the top of the Scorecard configuration page. 

13. Admin feature.jpg

Note: The new framework handles NA scores differently. We recommend reviewing the impact before enabling. Enabling the feature toggle displays the following message:

14. Framewrk handles.jpg

When the new framework is enabled, the weights of individual scores automatically convert to percentages, but the settings for contribution to overall scores remains the same.

Admins can use the toggle to disable this feature and revert to the previous scorecard framework.

15. Toggle to disable.jpg

IMPORTANT: Admins have the ability to disable this feature only once. It can not be disabled again after it is enabled a second time. Disabling the feature toggle displays the following message:

16. Toggle display.jpg

If the feature is turned off, there is no change in scorecard calculations. The relative weight distribution for each measure would be the same, but all weights will be scaled to sum up to 100.

To view this enhancement after it is enabled, navigate to Administration > Health Scoring > Scorecard > Scorecards > click to edit an existing scorecard > Configuration.

17. Configuration.jpg

For more information on configuring weighted measures, refer to the Configure Scorecard 2.0 Measure Weights article.

1. Community logo.pngCreate Exceptions at Group Level

Previously, admins could only configure Exceptions for a Scorecard’s Overall Score. This limited their ability to control how a score is set for measure groups beyond weighted individual measures. Now, admins can add Exceptions for measure groups as well as use conditions based on measure groups when configuring exceptions for the Overall Score. This gives them more granular control over measure group scores and the Overall Score. Only the measures within a particular group can be used to create an exception for the group.

Note: This enhancement must be enabled via an admin feature toggle. For more information on this process, refer to the Enable Measure Weight Enhancements section.

To add an Exception to a measure group, take the following steps:

  1. Navigate to Administration > Health Scoring > Scorecard > Scorecards > click to edit an existing scorecard > Configuration.
  2. Click Exceptions. The Configure Exceptions window is displayed.
  3. Click +Add Exception.
  4. Select the relevant measure group from the Applies To dropdown field.

18. Scorecards Exceptions at Group .jpg

  1. Define the Exception Rules.
  2. Click Save.

For more information on configuring Exceptions, refer to the Exceptions in Scorecards 2.0 article.

May 2020: 6.14 Release

Scorecards provide a robust, comprehensive framework that accurately measures customer health. Gainsight scorecards can capture the nuances of customer health by supporting multiple scorecard models, measuring both objective and subjective inputs, calculating weighted overall health and accounting for scoring exceptions.

Scorecard timeline uses comprehensive rich-text that is not supported in Salesforce. Gainsight is now storing the comments as plain-text so that the synced fields are rendered properly when you push Scorecard comments into your Salesforce org via Rules Engine. The plain-text version is stored in addition to the rich-text version, and the functionality of the Scorecard timeline is unaffected.

In Mass Edit Reports, you can now view the latest Scorecard Timeline activity in the field that previously stored the comments. Prior to this enhancement, you had to click the Timeline icon for each Scorecard and view the most recent Timeline activity. With this enhancement, you now have the ability to view the activity details in the same table view of the report.

To use this enhancement, 

  1. Navigate to Administration > Analytics > Report Builder > click to open a Scorecard Mass Edit report.

  2. Click the Settings icon and select Chart options.

  3. Select the Measure(s) for which you want to enable the Show Comments option.

For more information on options for Scorecard Mass Edit reports, refer to Edit Scorecards 2.0 with Mass Edit Report.


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