General Scorecards Questions and Concerns
What are the most important scores for customers like me?
There is no easy way to determine what scores are most relevant to you, but we would be more than happy to work with you to assess your business needs and translate those into meaningful scorecards.
What should CSMs do when a score is red?
Your Gainsight Admin can set up CTAs (Calls to Action) to trigger based on certain scores. If an action is required when a score turns red, you will receive a CTA in Cockpit.
What’s the relationship between a measure and a CTA?
Measures and CTAs are independent of each other, but they do interact in two ways: 1. Measures -> CTAs: Your Gainsight Admin may set up CTAs to trigger based on certain values for specific measures 2. CTAs -> Measures: Some measures may set their values based on the status of CTAs (e.g. number of Risk CTAs)
Can data from custom connectors be used in Scorecards?
Yes, the data looks the same in Gainsight and can be used in Scorecards.
The Scorecard is not very accurate.
Review the existing measures and adjust the Scorecard to more accurately reflect the health of your customers. Your team should consider: a) Adjusting the measures, thresholds, and/or weightings b) Ensuring that there are no data issues with automated measures c) Ensuring that manual measures are being properly updated d) Removing inaccurate measures
The Scorecard is not actionable.
Set up CTAs so that your team can follow up on certain scores. For example, when customer sentiment is low, you can trigger a CTA to ask the CSM to reach out to the customer to address any issues they’re currently experiencing. When customer sentiment is high, you can trigger a CTA to ask the CSM to consider the customer as a candidate for a sales reference. These CTAs can help direct the team to perform actions based on different scenarios.
There are too many measures.
Having too many measures can be overwhelming for the team and can dilute the value of the most important measures. Review the existing measures and identify the measures that are not critical to your business. Consider removing these measures, especially if they are rarely used.
I have certain scores that apply to some customers but not others.
You can configure multiple scorecards for different types of customers (by lifecycle stage, segment, industry, etc.). First, segment your customers based on the types of scores that you need. Then, design an optimal scorecard for each segment. For more information on how to do this, refer to Configure Scorecards (2.0).
About Scorecards 2.0
What are the capabilities of Scorecards 2.0 and how is it different from Scorecards 1.0?
Scorecards 2.0 is a new version of scorecards, built on top of Gainsight's tech stack (MDA). It is built with Gainsight standard Company and Relationship objects. Using Scorecards 2.0, you can create Account and Relationship scorecards at one place. Following are some benefits of Account and Relationship Scorecards created in 2.0.
|Scorecards 2.0 (Feb. 2017+)|
|Account Scorecards||Relationship Scorecards|
|Tech Stack||Relational Data Store (Postgres)||Relational Data Store (Postgres)|
|Object Structure||Linked with GS Company Object||Linked with GS Company, Relationship Object|
|UI||New UI||Look and feel of the current UI|
|Scheduler (automatic scorecard assignment)||Yes||Yes|
|Scorecard Mass Edit||
No change. Configure using Report Builder.
|Score Overrides (Exceptions)||Yes||Yes|
Can I use both the new version of Scorecards and the old version of Scorecards (Account and/or Relationship)?
Yes. You can configure Scorecards 2.0 and use it alongside Scorecards 1.0 in your org. For more information, see Scorecards 2.0.
Note: If you enable Scorecards 2.0, ensure you add it to the corresponding C360/R360 section.
What is the volume of Usage Data (scorecard history) that will be copied over to Scorecard History tables in Scorecard 2.0?
Data for a period of 1 year in scorecard history will be migrated. Usage Data for the period beyond one year will not be migrated to Scorecard 2.0.
Is it possible to maintain historical data in both Scorecards 2.0 and Scorecards 1.0?
This should be possible. The utility's purpose will be to copy the data from scorecard history table and populate for the Scorecard 2.0 tables. You can continue to maintain the data and associated reports, etc.
Can Gainsight TechOps help us migrate the historic data and start using Scorecards 2.0?
No, this is not possible.
Does every scorecard need to have separate measures?
No. The measures are common and can be included in multiple scorecard configurations. Within individual scorecard configurations, the measure weights can vary.
If a customer moves from stage A to stage B, do the measures from A move to B or have an influence on those in B?
Scorecard configurations do not influence each other. The measures are tied to the specific scorecard configuration, but the same measures may be included in multiple scorecard configurations.
What happens to the historical data if a customer moves from stage A to stage B?
There is no impact on scorecard history.
What would the out-of-the-box health score report look like when customers across stages have multiple scorecard configurations?
The scorecard mass edit view will be available for each scorecard configuration.
Does Scorecard 2.0 utilize UI Views that display in the Customers Tab?
No. Scorecard 2.0 uses a Report Builder > Mass Edit Report feature to display the consolidated scorecard view on the Gainsight Home Dashboards.
Will my backend processes change if they rely on Scorecard Data?
Yes, with scorecard migration to 2.0, Scorecard 1.0 Set Score Rules will be copied and converted to set 2.0 Score. Rules that depend on Scorecard 1.0 current score from Customer Info, or leverage Scorecard History/Snapshots, need to be rebuilt off Scorecard 2.0 related objects, which are on MDA.
Current Score for Scorecard 2.0 can be found on the Company Standard Object or via configured “Fact” objects. Scorecard 2.0 Account Level Snapshots can be found in “Account Scorecard History“ and relationship “Relationship Scorecard History”.
For help with the rebuilding process, contact your CSM or email@example.com for Gainsight resource allocation.
Where does Scorecard 2.0 natively store its data?
Structural data and Snapshots are stored on MDA only and the data is also integrated with GS Standard Objects (Company, Relationship, User) to bring in SFDC related data.
Can Scorecard 2.0 Objects be linked to SFDC Data?
Scorecard 2.0 can be linked to certain objects through Gainsight Connect, such as Account, Customer Info, and User. However, as 2.0 stores data on MDA, processes need to be built to connect with other SFDC objects. However, Bionic Rule merges can be used to merge a SFDC and an MDA Dataset to perform specified rule actions.
Can Scorecard 2.0 Data be used in Power Lists?
Currently, Scorecard 2.0 objects cannot be referenced in Power lists. However, with Program Query builder can access Scorecard 2.0 data, which can be merged with Account and SFDC Contact data to bring in participants.
Will migration result in loss of data or restrict access to Scorecards 1.0?
There will be no loss of data and you can still access Scorecards 1.0.
Following are some migration scenarios:
If you want to use new capabilities, like group scoring, exceptions for overrides, and multiple scorecards, then our recommendation is to migrate to Scorecards 2.0.
- If you want to use Scorecards 2.0, but need access to customer's historic data in Scorecards 2.0, then we recommend the following alternatives:
- Recommended: Configure Scorecards 2.0 and set it up so that the data is being collected in Scorecard 2.0. Continue using the old version of scorecards for about 2 to 3 months (the period of time for which we believe the value of historic data is valuable).
- After 3 months, given that there is enough scorecard history available, you can turn off the old version of scorecards and move to Scorecards 2.0. Then you can mark Scorecard 2.0 as primary (For more details, refer Configure Scorecards 2.0).
- Another Alternative: Using the migration utility move your scorecard historic data, and use all of the current and future enhancements planned for Scorecards 2.0.
- If you are happy with the current functionality of Scorecards, no need to worry. We intend to support both versions of scorecards for the near term. However, any new functionality will only be built for Scorecards 2.0. In the long term, we want to help you move to Scorecards 2.0 and will stop supporting other versions.
What is the Scorecard 2.0 migration utility and when will it be available?
A utility to migrate Account Scorecards to Scorecards 2.0 is available.
Purpose of the utility tool
The migration tool will copy the data from the scorecard history table and populate the Scorecard 2.0 tables. When you use Scorecards 2.0, you can use the data which you had already created using Scorecards 1.0 and create reports and see the past data as well as current data. There is no impact on the existing data store. The data from Scorecard 1.0 tables will not be deleted and you can continue to use it for existing reports and manage it.
What will be possible:
- Recreate the measures and scorecard configuration
- Migrate the historic data (most likely for the last 3-4 months)
What will not be possible:
- Set Score and Reports - The reports and rules created to support existing account/relationship scorecards will not be migrated and will require manual setup.
How do I get started with the migration process (Account scorecards to Scorecards 2.0)?
Contact firstname.lastname@example.org 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
How to properly turn off 1.0 Scorecards?
If you are planning to migrate to Scorecards 2.0, use these instructions to get started:
Start using Scorecards 2.0.
Mark Scorecards 2.0 as Primary. For more information on this step, click here.
Turn off the scorecard history tracking and snapshot capture mechanisms(mentioned below).
To properly turn off 1.0 scorecards (for both Account and Relationship scorecards):
Navigate to Administration > Account Scorecards or Administration > Relationship Scorecards.
Uncheck the Load Snapshot to Engagement every month and Enable history tracking with frequency options.
Load Snapshot to Engagement every month: When this check box is selected, a snapshot every week or month (based on the date granularity in usage configuration) is stored in the Usage Data object.
Enable history tracking with frequency - When Enable history tracking with frequency is set at 24 hours, any changes to the score within a 24 hour period will not be added to the history. Disabling this option will stop the history tracking.
Note: Once you have turned off Scorecard 1.0, you can turn off any rules configured for Scorecard 1.0. You can achieve this by filtering the rules by Action Type and selecting Set Score as the action.
If we choose not to migrate historical data from Scorecards 1.0 to 2.0, how can we run reports to see historical trends?
The recommendation is to use the reports from the old version of scorecards for some period of time until you have Scorecards 2.0 with enough history, and then you can switch over to Scorecards 2.0 completely.
If we activate Scorecards 2.0 and do not migrate the historical data from Scorecards 1.0, can we do that at a later time?
If you configure Scorecards 2.0 now and start using it, then it will not be possible to migrate historic data in the future.
If we migrate at a later date and the measures in Scorecard 2.0 are different, how would the migration work?
The migration won’t work if the measures created in Scorecards 2.0 are different from those in Scorecards 1.0. If you want to use Scorecards 2.0, and need to access the customers' historic data in Scorecards 2.0, then we recommend that you configure Scorecard 2.0 and set it up so that the data is being collected, but continue to use Scorecards 1.0 for about 2 to 3 months (the period of time for which we believe historic data is valuable). At that point, Scorecards 2.0 will have adequate historic data.
How would I know the health score of customer from the Scorecard Output sheet ?
The Scorecard output is an excel sheet which has the GSIDs of Company/Relationship. The corresponding SFDC IDs are present in the Company/Relationship Object in Gainsight. You can compare the SFDC ID of a customer with corresponding GSID in output sheet for the required customer(s), to identify a customer(s). You can then look at other columns in the output sheet (for the identified customer) to know the health score.