Scorecards 2.0 provides a single place in Gainsight to configure and manage both Account and Relationship scorecards. You can access this feature at Administration > Scorecards 2.0. With this feature, you can also create multiple 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. If you use multiple scorecards, you will set one of them as the Default, so that any Accounts/Relationships that do not match your criteria will be assigned the Default scorecard configuration. You can also watch this 8-min. video intro to Scorecards 2.0 for an overview of the configuration process.
After multiple scorecards are configured, you will run the scheduler job so that scorecard configurations are applied to the appropriate Accounts/Relationships. By default, the scheduler job runs at 23:00, but you can set a time for the job to run using the Schedule icon.
Gainsight User integration with Scorecard 2.0: Scorecard information (Created By, Modified By, and Score Modified By) is now linked to GS User standard object. Scorecard information in Scorecard Fact and Scorecard History objects will have the GS User information.
- If you're interested in migrating from Account and Relationship Scorecards (1.0) to Scorecards 2.0, please contact firstname.lastname@example.org. We have an internal utility available to support this process.
- All new Gainsight customers will use Scorecards 2.0 to configure Account and/or Relationship scorecards.
- Only one scorecard can be applied to an Account/Relationship at a time.
- Keep in mind that SmartSigns and Scorecard history (from Scorecards 1.0) won’t be available in Scorecards 2.0 for existing customers.
- As Scorecards 2.0 related data resides on MDA, fields in the CustomerInfo object will not be available for reporting and will not have any data related to Scorecard 2.0.
- The Scorecards 2.0 habits report cannot be exported in Success Snapshots.
- When Scorecards 2.0 chart type reports are configured and exported from success snapshot, the scorecard scheme colors does not appear in the exported report.
- If the feature 'Scorecard V2 Primary' is enabled, then the health score widget will display the scorecard 2.0 score. Admins can check to see if this feature is enabled by navigating to Setup > Custom Settings > Manage.
To work with Scorecards 2.0, you need to enable the following:
Enable Scorecards 2.0
To enable Scorecards 2.0:
In Salesforce, click User Profile and select Setup.
Navigate to Develop > Custom Settings.
- Click Manage at Feature Configuration.
Click Edit on SCORECARD V2, select the Enabled box and click Save.
Set Scorecards 2.0 as Primary in Gainsight
To see health scores created in Scorecards 2.0 in C360/R360 summary widgets, you have to set Scorecards 2.0 as primary in Gainsight.
To set Scorecards 2.0 as primary in Gainsight, follow these steps:
Navigate to Setup > Custom Settings > Feature Configuration > SCORECARD V2 PRIMARY.
- Select the Enabled box and click Save.
You can add Scorecard measures to an Account or Relationship. Measures track one specific customer health metric, such as product usage, customer sentiment, open cases, etc.
Navigate to Administration > Scorecards 2.0.
- Click + MEASURE. The Add Scorecard Measure dialog appears.
Type a measure name.
Select Account or Relationship in Measure applies to field. Measures can be used across multiple scorecard configurations, but they are distinct to Account or Relationship scorecards.
Select Manual or Automated. If Automated is selected, you need to build an associated rule for loading health scores automatically.
Type a measure description in the box.
- Click SAVE. The scorecard measure will be created.
Validity Period is used to identify the shelf life of a measure score. It indicates whether the score is fresh or out of date (stale). Entering 0 for validity period will mean there is no validity period.
If the validity period expires, you can use the Refresh Score option to update the measure score or reset the measure score.
Configure Measure Groups
Measure Groups allow you to group related Scorecard measures. 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.
To create a Measure Group:
Navigate to Administration > Health Scoring > Scorecards 2.0.
Click + ADD and select Measure Group. The Add Measure Group window is displayed.
Add the following details
Enter a group name in the Group name field.
Select Account or Relationship option from the Group Applies to field.
(Optional) Enter a description from the measure group in the Group description field.
- Click SAVE.
Use Measure Group in Scorecard
Once you create the measure group, you can select this group while configuring Scorecards. To add a Measure Group in the Scorecard Configuration:
- Navigate to Administration > Health Scoring > Scorecards 2.0.
- Click the Scorecards tab.
- Set up the properties section and move to the Configuration section.
- Click + Group.
- Select the required group from the Select a group drop down menu In this case, Customer Risk Measure Group is added.
- Drag and drop the required measures to your Measure Group from the left pane.
Note: Before upgrading to Gainsight V5.20, if you had already created Measure Groups from the Scorecard Configuration section, you can find them on the Measure tab.
Configure Scorecard Grading Schemes
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.
Change the Scheme Type
Admins can change the scorecard Scheme Type (Numeric, Color, or Grade) after it is created.
Edit an existing scorecard and in the Properties section, select a new scheme type.
A background job is triggered which recalculates all of the Measures, Groups, and Overall Scores in all consumption areas (for example, C360/R360 and Set Score in Rules Engine)
Delete a scheme range
Admins can now delete and customize scheme ranges. A minimum of two scheme ranges must be present in the Scheme Configuration and cannot be deleted.
Configure Multiple Scorecards
Following image shows the high-level process of configuring a 2.0 scorecard.
To create a scorecard in Scorecards 2.0:
Navigate to Administration > Scorecards 2.0.
Click Scorecards tab.
- Click + Scorecard. The following screen appears.
- In 1 Properties, type a name for the scorecard.
- Select Account or Relationship.
- To create an Account scorecard, select Account.
- To create a relationship scorecard, select Relationship. If you select Relationship, a new field called Relationship Type appears. Select a relationship type from the list.
- Select a scheme type for your scorecard.
- Select Default Scorecard if you want this scorecard configuration to be applied in the event that an account/relationship does not match your existing criteria.
- Select Enable overall rollup if you want to roll-up the scores from measures to the relationship/account level based on the weight applied to the measures in the scorecard.
- Enable group scores check box if you want the group score to be updated based on changes to the associated measures.
Note: There is no UI to set weights specifically for the groups. The relative weights of the measures within a group are calculated as the group score.
- (Optional) Enter a brief description of the scorecard and click 2 Configuration.
- In Configuration, drag-and-drop available measures from the Measures on the left. In addition, you can use the + GROUP button to create groupings of related measures, such as Risk measures, Opportunity measures, etc.
- Click WEIGHTS 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: Gainsight automatically calculates the % contribution to the overall score based on the weights you enter.
- (Optional) Hover over each measure and then click on the text icon to configure help text. The help text will appear in the 360 Scorecard section for end users to provide context or explanation on their customer’s health scores.
- Click the 3 - Applies to section.
- Click + Add Criteria. 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).
- Only one scorecard can be applied to an Account/Relationship at a time.
- Select a field from the drop-down list and set a criterion. You can also set multiple criteria in this section. In the example above, customer Stage and # of Employees are added as criteria.
- After defining the criteria, specify the condition using AND or OR.
- Click SAVE in the upper right to save your scorecard configuration. After configuring your scorecard, the next step is to schedule the scorecard assignment.
Schedule Scorecard assignment
A scheduler job is introduced with Multiple Scorecards that runs and assigns the scorecards based on the specified criteria. By default, the scheduler runs at 23:59, but you can also customize the set the time and start the sync process.
- Any changes to a scorecard will be applied to the scorecards of applicable accounts/relationship types when the scheduler job is run, as configured via "Procedure".
- If you change the "Applies To" 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. If you choose "Yes", it will run the scorecard assignment right away.
- In Administration > Scorecards 2.0 > Scorecards.
- Click Schedule (calendar icon).
- Set the hour and minutes and click SAVE.
Following is a picture that explains the scorecard assignment process:
Set Score for Multiple Scorecards using a 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.
- In Setup Action tab, select Set Score 2.0 action.
- Select a measure. After selecting a measure, you will be able to see the scorecards in which the measure is present.
- Select a scoring scheme. After selecting a scheme, you will be able to view scorecards in which the measure is present.
Mass-Edit Scorecard 2.0 Measures
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.
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 also manually set scores for multiple customers at a time.
To mass-edit measures in Report Builder:
- In Report Builder, select Scorecard Fact object as the data source.
- In Report Type drop-down list, select Scorecard Mass Edit.
- Add Show me and By fields and run the report.
- Click on a measure and set the score.
- Save the report.
Converting Scorecards from 1.0 to 2.0
If you’ve been using Scorecards 1.0 and want to convert to 2.0, contact email@example.com to start the migration process. Gainsight technical resources will perform the migration, as there is no UI available to perform the migration at this time.
For a successful migration, an Account must have the following parameters:
- Scorecard name
- Customer (tenant) ID
- Entity Type (Account)
- Email ID
Explain Score” tooltip for Scorecards with an Exception
The Overall Score for a scorecard is calculated from the Weightage of each Measure. However, if the Score for a Scorecard is set based on the Exception criteria, you can find a tooltip for such Scores, on the C360 page. This tooltip indicates that the overall score is influenced by an exception.