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Gainsight Inc.

Working with Multiple Scorecards

This article explains Admins how Gainsight handles multiple Scorecards. It might not be possible to use the same Scorecard to all the customers. You need to have different Scorecards, since one Scorecard might not be applicable to all the Customers. Hence, it is essential to understand the process of handling multiple Scorecards. To learn the process of creating Scorecards, refer Create Scorecards 2.0

The following table helps you to decide if you need multiple Scorecards or not.

Scenario Old Scorecard New Scorecard
Different Health score measures No Yes
Same measures and different weights No Yes
Same measures, same weights Yes No
Same measures, same weights but different overrides No Yes
Same scorecard measures, same weights, same overrides but different criteria for Red, Yellow and Green Yes No

This article explains Admins how the Scorecard Resolver chooses and assigns a Scorecard to an Account or a Relationship, when multiple Scorecards are used. Accounts need to use different Scorecards, since a single Scorecard might not hold good for all the customers. When you use multiple Scorecards, it is extremely essential for you to understand how Scorecard is assigned to an Account or Relationship so that you can accordingly set Criteria  to ensure that each Scorecard is assigned to the right Account or Relationship.

While Configuring a Scorecard, you can set appropriate criteria so that the Scorecard can match the appropriate Account/Relationship. The Scorecard Resolver works as shown in the following image:

Diagram of scorecard resolver.png 

  • If an Account or Relationship does not match the Criteria for any of the Scorecards, the default Scorecard is assigned.

  • If an Account or Relationship uniquely matches the criteria for a Scorecard, that Scorecard is assigned to the Account or Relationship.

  • If an Account or relationship matches the Criteria of multiple Scorecards, and if the default Scorecard is one amongst them, the default Scorecard is assigned.

  • If an Account or relationship matches the Criteria of multiple Scorecards, and if the default Scorecard is not one of the matched Scorecards, the scorecard which is alphabetically higher in the order is assigned.

Changing the Current Scorecard

On the C360/R360 page, a list of applicable Scorecards are displayed for each Account/relationship. CSMs can change the existing Scorecard for an Account/Relationship. Although, there can be multiple Scorecards applicable for an Account/Relationship, but a given point of time, only one Scorecard can be applied to an Account/Relationship.

IMPORTANT: Please consult your administrator or manager before changing the existing Scorecard for an Account/Relationship.

When you change the Scorecard for an Account or Relationship:

  • The Scorecard Id field in the Account or Relationship object is modified to display the Id of the updated Scorecard.

  • The Scorecard trend bars for the old scorecard are not displayed. A new series of trend indicators are recorded for the new Scorecard.

  • The Scorecard history object starts recording scores for the new Scorecard. However, the scores of old Scorecard are also stored.

To change the Scorecard for a Company:

  1. Click the Change Scorecard icon.

  2. Select a new Scorecard from the Change to drop down menu.

  3. Click APPLY.

Scorecard1.gif