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Gainsight Inc.

How Scorecard Snapshot Works

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.

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Scorecard snapshot is a repository which stores historical scores of every Scorecard and measure. You can use this data to easily report on the historical scores for a particular Company, historical scores of all the companies during a particular time frame, and so on. All the Account Scorecard Snapshot data is stored in the Account Scorecard History object. Similarly, for Relationship Scorecards, the snapshot data is stored in the Relationship Scorecard History Object. You can use the Snapshot data to report on historical scores. The Snapshot Date and Time Granularity fields can be used to create the report.

Enable Scorecard Snapshot

Scorecard Snapshot is enabled by default. Gainsight strongly recommends against disabling it. However, if you disable it, you can enable it again. To enable Scorecard Snapshot:

  1. Navigate to Administration > Health Scoring > Scorecard.
  2. Click the SCORECARDS tab.
  3. Click the Scheme Settings gear icon.
  4. Select the Enable Snapshot check box.

2. Snapshot.gif

Working of Scorecard Snapshot

Once enabled, Scorecard Snapshot starts capturing scores. Scorecard Snapshot captures scores in two frequencies; Weekly and Monthly. The final Score of a particular week is stored at the end of the week and the final score for a particular month is stored at the end of the month. The Snapshot is updated when the Scheduler runs. The Scheduler runs everyday at 11.30 pm UTC.

  1. For instance, consider that you enable your Snapshot on 16th April 2018. Monday is considered start of week and Sunday is end of week.
  2. On 16th April 2018, an entry is created in the Snapshot for the week ranging from 16 - 22 April 2018.
  3. The first Score is recorded in the Snapshot on 16th April 2018, 11.30 pm when the Scheduler runs. The score is fetched from the “Current Score” field of the Scorecard Fact object and is considered the Score for the current week.
  4. When the Scorecard Scheduler runs on 17th April 2018 at 11.30pm UTC, the Previous score in the Snapshot is replaced by the latest score, fetched from the Scorecard Fact object. This is now the Score for current Week.
  5. Again, when the Scheduler runs on 18th April 2018 at 11.30 pm UTC, the latest score is fetched from the Scorecard fact object and is updated as the score for the current week.  
  6. Steps C, D and E are repeated up to the end of the week (22 April 2018).
  7. On 22nd April 2018, which marks the end of that week, the Snapshot records the score from fact Object present at 11.30 pm UTC. This Score is considered to be the final Score for the week of 18-22 April 2018. This Score is the recorded against Snapshot Date of 18th April 2018.
  8. Again on  23 April 2018, Step A-G are repeated. The final Score for this week is recorded on 29 April 2018 11.59 pm UTC. This Score is the recorded against Snapshot Date of 18th April 2018. Similarly, monthly snapshots are also recorded based on the same pattern.

You can create a Report on the Scorecard history object by using the fields shown in the below image, to view Snapshot data.

1. Scorecard Snapshot_1.png

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