IMPORTANT: In Feb. 2017, Gainsight introduced Scorecards 2.0. We recommend all new Gainsight customers configure Scorecards 2.0, and existing customers migrate to Scorecards 2.0. See Configure Scorecards 2.0 for more information.
Relationship Scorecards help you create scorecards for different relationship types. Similar to an account scorecard, a relationship scorecard is based on a weighted average of measures that define the relationship. A measure refers to an area of customer health that you wish to track and monitor, such as usage, NPS score, adoption, support cases, and so on. In addition, you can assign different weights (values) to these measures. This helps you control how different measures impact the overall health score of a customer or relationship.
Note: You must enable Relationships to see the tab under Administration > Health Scoring > Relationship Scorecards.
- You must have created at least one relationship type.
- Go to Salesforce Setup > App Setup > Develop > Custom Settings > Feature Configuration > Manage > New; then on the Feature Configuration Edit page, enter SCORECARD in Name and select the Enabled checkbox; then click Save.
Setup Relationship Scorecards
To setup relationship scorecards:
1. Define Relationship Measures.
2. Create and add measures to Relationship Scorecard.
3. Configure your scorecard scheme (Numeric, Color or other label).
4. Configure the Relationship Scorecard view for a relationship type.
Then users can view and update measure scores on the Relationship 360, as per your requirement.
Define Relationship Measures
In this step, you add measures for a relationship. Currently, these measures can only be updated manually, and not via the rules engine.
To create Scorecard measures for relationships:
1. Go to Administration > Scorecard for Relationships > MEASURES > + MEASURE.
2. In the Add Scorecard Measure window, enter the following details:
- Measure name: The relationship measure name.
- Measure applies to: Currently, this is set to Relationship. In the future, we plan to apply this new scorecard framework to accounts as well.
- Measure type: Select Manual or Automated. If Automated is selected, you need to build an associated rule for loading relationship health scores automatically.
Note: When Admins automate score updates using the Rules Engine (the Set Score action type), you can update both manual and automated scores with rules. However, users cannot edit an automated score manually. Once a manual scorecard has been created, it is not possible to change it to automatic.
- Measure description: The description of the measure you are about to create.
3. Click SAVE.
Create and add measures to Relationship Scorecard
You must create measures and relationships before performing this procedure. As part of the scorecard configuration, you will add measures to Groups. A group is a container to hold similar types of measures. For example, you might use three measures, such as # logins, # sessions, and Storage, and group all three under "Adoption".
To create a scorecard for a relationship type:
1. Go to Administration > Scorecard for Relationships > SCORECARDS.
2. On the Scorecard properties window, enter the following details:
- Scorecard name: The name of the new scorecard.
- Scorecard applies to: Currently this is set to Relationship.
- Relationship type: Select the desired relationship type.
- Scheme type: Select the scheme type for your scorecard. For more information on scheme type, refer to Scorecard Scheme Type.
- Enable overall rollup: Select to rollup the scores from measures to the relationship level based on the weightage applied to the measures in the scorecard.
- Enable overall scores: Select the Enable overall score checkbox if you want the overall score to update based on changes to the associated measures.
- Scorecard description: Enter a brief description of the scorecard.
3. Under Configure scorecard drag-and-drop available measures from the Measures on the left. In addition, you can click on the +GROUP button to to create a group for the measures to be used.
4. Click the WEIGHTS icon and assign each measure an appropriate weight. For example, you might want to give more weight (importance) to Growth, rather than Customer Relationship. Click SUBMIT.
Note: It is not mandatory for the total sum of weights to be 100.
5. Click VALIDITY TYPE to select validity period for each measure.
If the validity period expires, the scorecard measure displays a hyperlink, as shown in the image above, that can be accessed by the user to update the measure score, or reset the measure score.
6. Hover over each measure and then click on the text icon to configure help text. This help text will appear on the slider that is available on the relationship 360 scorecard, and helps users while updating the measure score. For more information on how to configure help text, refer to Configure Help Text for Measures.
7. Click SAVE.
Configure Scheme Settings
In this section, you can configure the scheme or granularity in which scores can be set. You can choose the scores to be displayed in Numeric (0-100), Color (Red, Yellow, and Green), and Grade (A-F). Also, an option to configure a grading scheme of your choice is possible in this dialog. For example, in the Numeric grading, you can add a new range set and assign a specific color to it. Similarly, you can configure new ranges in Color and Grade and use it in your scorecards. In Scorecard scheme configuration, the ranges for Color and Grade have been extended to 12 to improve accuracy in grading. Now you can set 0 or 100 accurately while setting a score for a measure.
- Go to Administration > Relationship Scorecards > Scorecards.
- Click Scheme settings (gear) icon. The Settings dialog appears.
- First select the score display options, which determine the options user see when they manually update the score.
- Numeric (0-100) – If this option is selected, you can set the score to be a value between 0-100.
- Color (RYG) – If this option is selected, you can set a color for a range. In the next steps, you decide which color options you’d like to provide.
- Grade(A-F) – If this option is selected, you can set the score to be a custom label.
- Define the grading scheme. In this step you are configuring two different things:
- For Ranges, the top of the range operates as a less than or equal to function and the bottom of the range operates as a greater than function. If you have a configuration of 0-50 = red, 50-80 = yellow, and 80-100 = green, a customer with an overall score of 50 will be red, a customer with 80 is yellow, etc.
- For Color or Grade, define how many options to provide and what the color or grade (label) should be.
- Regardless of what you have selected in display option, it is important to map the numeric value to color and grade, so that:
- If you selected color or grade, the app will know how to handle weighted averages of measures. Basically, it takes the mid-point of the range configured here.
- If you select numeric, in some reports, you still might want to show a color or grade, in addition to the numeric.
- (Optional) You can modify the ranges, labels, and colors associated with the selected scheme.
- (Optional) You can use the + icon to add one or more Range, Label, or Color for each display option.
- (Optional) Select the Enable snapshot checkbox, a snapshot is triggered on a weekly or on a monthly basis. By default, this checkbox is enabled.
- Note: The scorecard snapshot that appears on the 360 page can be cross verified using the Scorecard Snapshot object, which is available under MDA data, in Report Builder.
- Click SAVE.
Tooltip for Scorecard Labels and Snapshot
The tooltip reflects the scorecard label and its score. This tooltip is useful if you have set color labels for Scorecards.
Configure Relationship Scorecard View
In this step you will be adding the scorecard widget to the relationship 360 view.
1. Navigate to Administration > Relationships > [Click on the Gear icon of an existing relationship type].
2. Click the 360 view tab on the right, and the Sections tab on the left. Then drag-and-drop the Scorecard section in Drop here.
The configuration is automatically saved and you can now see the Scorecard section in the Relationship 360.
Overall Score in R360
Overall Relationship scores are available in the R360 for each relationship, in both the Card view or List view.
More information about how end users can use relationship scorecards is available here.
Configure Help Text for Measures
This step is a part of How to Create Relationship Scorecard Using Measures. To access the Configure help text window, navigate to Administration > Scorecard for Relationships > SCORECARDS. In the Configure Scorecard section, hover over a measure and then click the T icon to bring up the help text window.
In the Configure help text window, enter help text and then click SUBMIT.
This help text will appear on the slider that is available on the relationship 360 scorecard, and helps users while updating the measure score.
Relationship Scorecard Fact Object
All of the Relationship Scorecard data is stored in MDA. You can use reports and rules based on the current health score of a relationship without any lag. Current score details and trend information is stored in the "Scorecard Fact" object. For a relationship scorecard, a scorecard fact object is created in the format of <Scorecard Name> Scorecard Fact. For example, in the following image, we are figuring out the score of each measure per relationship:
Relationship Scorecard Reporting
While generating a report at Administration > Analytics > Report Builder on Relationship Scorecard Snapshot, use the Scorecard Name field as a filter, which helps you group by scorecard measures for better visualization of overall score, Adoption, and so on.
In the following example, we are generating a report on Relationship Scorecard Snapshot to find the Adoption statistics across various Accounts. The Scorecard Name field is added to the filter so that the report can group the results by scorecard measures for better visualization.
Automating Relationship Scorecard Updates
The following procedure helps you automate relationship scorecard updates.
To automate relationship scorecard updates:
1. Define Relationship Measures.
2. Create a Rule for Scorecards.
Create a Rule for Scorecards
To create a rule:
1. Navigate to Administration > Rules > + Rule; then enter the following details:
- Rule Type: Select Custom
- Rule For: Select Relationship
- Relationship Type: Select the desired Relationship Type
- Rule Name: Enter the desired rule name
- (optional) Description: Enter a description
2. Click Next.
3. Under Setup Rule, drag-and-drop fields in Show that you feel are necessary for updating the scorecard automatically; then click Next.
Note: Objects that are linked to the relationship type, SFDC or MDA objects, will be available while you are setting up the rule.
4. Under Setup Action, enter or select the following details.
- Action Type: Select Set Score.
- Select Scorecard: Select the desired scorecard name.
- Set Score from: You might select the value from an object field. For example, Call To Action::Task Count.
- Comments: Enter comments, if any.
- Select a criteria for executing the rule being created. For example, Call To Action::Reason Name’s value is equal to Adoption.
5. Click Save; then click Run Now or schedule the rule execution.
6. Navigate to Customers > [Click on an existing customer] > Relationships > [Select the Relationship Type for which you created automated scorecards].
As an Admin, you can 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. 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.
- 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 image below, you can set the Overall Score to 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.
Delete Relationship Scorecard Measure
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.