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Edit a Scorecard with Mass Edit Report

Gainsight NXT
Gainsight helps innovative companies protect and nurture their most valuable asset - their customers - with the power of our award-winning platform. With our Customer Success Solution, you can gain deeper insights into customer behavior, operationalize the customer lifecycle, and coordinate actions and results across teams.

This article supports Gainsight NXT, the next evolution of the Customer Success platform. New and upgraded customers are deployed on Gainsight NXT.

If you have not upgraded and are using Gainsight Salesforce Edition, you can find supporting documentation here.

Not sure what your team is using? Click here.

 

This article is the fifth item in a series of Scorecard configuration articles. Gainsight recommends you to refer the initial articles of the series and then start with this article.

This article explains you as to how an admin can edit a Scorecard from a Mass Edit report. A Scorecard Mass Edit report allows users to view the health scores of multiple Companies or Relationships at once in a tabular format,  make changes to the scores and embed it in a Dashboard.

Create a Scorecard Mass-edit Report on Unified fact Object

Scorecard Unified Fact Object 

There exist two Unified Fact objects; Company Scorecard Fact Object and Relationship Scorecard Fact object. All the data for Company Scorecards is stored in the Unified Scorecard Fact - Company Object and all the data for Relationship Scorecards is stored in the Unified Scorecard Fact - Relationship Object. If you do not have any Scorecard for Companies, the Unified Scorecard Fact - Company is not created and if you do not have any Scorecards for Relationship the Unified Scorecard Fact - Relationship object is not created.

UFO-NXT3.png

To create a Scorecard Mass Edit report on Unified Fact object:

  1. Navigate to Administration > Analytics > Report Builder.
  2. Click + REPORT.  The Report Builder window is displayed in a new tab.
  3. Select either Unified Scorecard Fact - Company or Unified Scorecard Fact - Relationship, from the Select Data Source field.  
  4. Select Scorecard Mass Edit in the Report Type field.

UFO-NXT4.png

  1. Select the Required Companies and Scorecards in the Show me section.
  • Company Id -> Name
  • Scorecard Id -> Name

Group by.gif

  1. Similarly, select the required Measures and other fields in the Show me section.
  2. Click RUN.

Report results.png

  • You can see that there are three different Scorecards; Company ThirdCompany Health, and Company Secondary in a single Mass edit report.
  • NA implies that the Measure is applicable for a Scorecard but is not yet set. In the above image, Cases Measure is present in Company Health Scorecard but is not yet set.
  • Not Applicable implies that the Measure is not part of the Scorecard. In the above image, Bugs measure is not part of the Company Third Scorecard.

Limitations in Mass Edit report created using Unified Fact Object 

The following are the limitations in Mass Edit report which is created using Unified Fact Object:

  • The first field cannot be a GSID data type Field.
  • Export in Success Snapshots is not possible.
  • You cannot apply the ranking functionality.
  • Fact colors are not honored in standard reporting.
  • Currently, Home Page Export is not possible.
  • "Excludes" operator is not available in filters. Only "includes" operator is available.
  • You cannot export Mass Edit report as a CSV file.
  • The report load time may increase, for large chunks of data.
  • Filtering on either NA or Not Applicable options returns the same results.

Filter/ Sort Mass Edit report created from Unified Fact Object 

  • Filter Scorecard data based on Measure Scores: You can filter data based on the scores of a Measure. You can use this filter to filter data only to view the scores which are in Red, or scores in Red and Yellow, and so on.

Note: Only the Scheme Types used in the Scorecards are displayed for selection in the filter range, . For example, if only Numeric and Color Scheme Types are used in the Scorecards for generating report then only those two Scheme Types are displayed in the filter range, instead of displaying all the Scheme Types.

To apply a filter on Measures in a Mass Edit report:

  1. Select the required Measure in Select a Field drop-down menu (here Overall Score).
  2. Select the required operator.
  3. Select the required filter range.
  4. Click APPLY.
  5. Click RUN.

UFO-NXT5.gif

  • Inline filters for Measure data: You can now apply filters on an individual measure or Measure group in the Mass Edit Report. You can filter data of a measure to view only the Red scores in that Measure or NA scores of that measure. You can also search for stale scores of a Measure or Measure Group.

To apply a filter on Measures in a Mass Edit report:

  1. Click the search bar for the required measure or Measure group.
  2. Select the required score.
  3. Press enter key.

Inline filters.gif

  • Server side Sorting: You can sort the data for any column of the Mass Edit report, in ascending or descending order. This is a server side sorting and all the records present in the dataset (not just those displayed in the report) are sorted in either ascending or descending order. To sort the data, click the required column name.

Server side sorting.gif

  • Freeze First Column in Mass Edit Report: You can freeze the first column of the Mass Edit report. This feature is very useful when you have multiple columns in your report and you need to scroll to view data from all the columns. You can include important fields like Company Name as the first column, and then scroll to the right and easily view various aspects of each Company in multiple columns.

To freeze the first column of in Mass Edit Report:

  1. Navigate to Administration > Analytics > Report Builder.
  2. Click + REPORT.
  3. Select a Unified Fact Object as the source object.
  4. Select Scorecard Mass Edit in the Report Type field.

UFO-NXT.gif

  1. Add the required fields in the Show me section.
  2. Click RUN.
  3. Click the settings icon and select the Table options.
  4. Switch on the Freeze First Column button.  

Freeze.gif

  • View Comments for a Specific Measure/Overall Score: you can view the comments for a specific measure or the overall Score, in a Mass edit report. The comments are displayed only for the selected Measures.

To View Comments in a Mass Edit report:

  1. Navigate to Administration > Analytics > Report Builder.
  2. Click + REPORT.
  3. Select a fact object as the source.
  4. From the Report Type drop-down menu, select Scorecard Mass Edit.
  5. Add Measures and Overall score to the Show me section.
  6. Click RUN.
  7. From the settings icon, click Chart options and select the check box for the measures for which you wish to view comments.

MAass edit comment.gif

Create a Mass Edit Report on Fact Object

Scorecard Fact Object

When you create a new Scorecard for either a Company or a Relationship, a Fact object is created automatically for the new Scorecard. You can view this object in the Data Management page. This fact object can be used as the source object for a Mass Edit report.

  • In this article, a Scorecard known as Customer Scorecard would be used.
  • This Scorecard has two Measure Groups; Sentiment and Support Score.
  • The Sentiment Group has two Measures; Admin Sentiment and Executive Sentiment.
  • The Support Score Measure group has two Measures; Support Resolution Time and Support Volume.

1- Scorecard Setup.png

To create a Mass Edit report:

  1. Navigate to Administration > Analytics > Report Builder.
  2. Click + REPORT. The Report Builder window opens in a new tab.
  3. Enter a name for the report.
  4. Select the required Scorecard fact object (here Customer Scorecard Scorecard Fact object).

2- Create source for report.gif

  1. Select Scorecard Mass Edit as the Report Type.

3- Select mass edit report type.gif

  1. Select the following fields in the Show me section.
  • Name (This displays list of Companies using this Scorecard)
  • Sentiment  (This displays the Measure Group score)
  • Admin Sentiment (This displays the Measure score)
  • Executive Sentiment (This displays the Measure score)
  • Support Score (This displays the Measure Group score)
  • Support Resolution Time (This displays the Measure Score)
  • Support Volume (This displays the Measure Score)

(To restrict GIF size, only few measures are shown. You can select Sentiment and Support measures in the same way).

4- Selecting Measures and measure groups.gif

  1. Click RUN. The following report is displayed.

5- Mass edit Report.png

Note: NA implies that the Score is not yet set.

  1. To edit the Score for a Measure, click the required measure and set the score. Measure Group score is auto calculated based on the new measure score.

6- Set score.gif

Limitations

All the functionalities supported in Regular Reports are not yet supported in a Mass Edit report. Some of the limitations are:

  • Filtering of the report on measure data is not possible.
  • Column sorting does not happen on the entire dataset.
  • If the score for a Company is not set, it is not displayed in the Mass edit report
  • The Group By option cannot be used in a Mass Edit report.
  • Only table view is supported in Mass Edit report. You cannot use other Visualization Types.

Migrate Scorecard Mass Edit Reports

You can migrate Scorecard Mass Edit Reports along with the report’s associated fields, measured filters, and measured groups using Gainsight's Migration feature. To learn more about migration, refer to <<Cross-Org Migration>>TBH. To migrate these items, take the following steps:

  1. Navigate to Administration > Migration.
  2. Click the ADD MIGRATION button.
  3. Authenticate a target org.
  4. Select the Entity Type associated with the report you want to migrate.
  5. In the Assets step, select Report on MDA objects and select the report you want to migrate.  

Snip20190510_1.png

  1. Complete remaining Migration configurations. For more information on this procedure, refer to <<Cross-Org Migration>>TBH.

Note: Only the fields, filters, and groups associated with the report will be migrated.

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