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Set up Scorecard Optimizer Data in Orgs Without Renewal Center (Beta)

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Note - BETA Article

Please note that this is a BETA document. You might notice changes in the final version of this document.

If you have any feedback, feel free to share with us at docs@gainsight.com.

 

This article guides admins on setting up data before running Scorecard Optimizer without Renewal Center as an add-on in their orgs.

Overview

Scorecard Optimizer utilizes renewal data and customer data from Adoption, Surveys, Support, and Timeline to provide recommendations. As an admin, you can set up the required data for the optimizer using the Optimizer Data option in the Scorecard admin page.

Prerequisites

To ensure optimal recommendations from  Scorecard Optimizer, Gainsight recommends you to provide the following data:

Data Type / Scorecard Type New Scorecard Existing Scorecard
Scorecard History NA 12 to 18 months of data is recommended.
Renewal Data (Opportunities)
  • 12 to 18 months of data is recommended.
  • Opportunity data should be of Booking Type = Renewal and Stage = Won/Lost
  • 12 to 18 months of data is recommended.
  • Opportunity data should be of Booking Type = Renewal and Stage = Won/Lost
Customer Data (data types are Adoption, Surveys, Support, and Timeline)
  • 12 to 18 months of at least one data type is required.
  • (Optional) More data types for optimal recommendations.
 (Optional) For new measure recommendations.

Notes:

  • For Scorecard Optimizer to generate effective results, providing 12 to 18 months of data is highly recommended. It is not a mandatory requirement.

Data Eligibility to Generate Optimizer Results

The Scorecard Optimizer conducts specific checks at the scorecard level to determine if the provided data is sufficient to generate results. These data eligibility checks assess whether the model can successfully generate optimizer results or not.

  • Data Eligibility Check for New Scorecards:

  1. Identify company records that meet the scorecard criteria.
  2. Fetch opportunity data within the selected time frame from these records. Opportunities in the "Renewal" booking type and in "Closed" stages (both won and lost) are considered.
  3. Collect customer data from various categories—Adoption, Surveys, Cases, and Timeline—for the company records considered in step 2. The data from each category should cover a specific date range prior to the 'Renewal Closed Date' minus the 'Prediction Window'. 

A minimum of 30 eligible records is required for the model to generate results successfully.

  • Data Eligibility Check for Existing Scorecards:

  1. Identify company records that meet the scorecard criteria.
  2. Fetch opportunity data within the selected time frame from these records. Opportunities in the "Renewal" booking type and in "Closed" stages (both won and lost) are considered.
  3. Fetch scorecard history to identify eligible company records for the companies considered in step 2. The 'Overall Score' from the scorecard history for each company is considered from a specific date range prior to the 'Renewal Closed Date' minus the 'Prediction Window'. 

A minimum of 30 eligible records is required for the model to generate results successfully.

Set up Optimizer Data

To set up the data required by Scorecard Optimizer:

  1. Navigate to Administration > Scorecard. The Scorecard 2.0 page appears.
  2. Click the Optimizer Data option. A slide-out panel appears.
  3. In the Renewal Data tab, the following steps are available:
    1. Data Import - In this step, you can import the opportunity data using the following options:
      • Salesforce Connector - This option allows you to import the opportunity data from Salesforce into Gainsight using a Connector jobs chain. Click Create Connection to navigate to the Connectors page. For more information, refer to the Import Data from Salesforce section.
      • Rules Engine - This option allows you to load the opportunity data into the GS Opportunity object using the Load to GS Opportunity rule action type. Click Create Rule to create a new rule in Rules Engine. For more information, refer to the Import Data using Rules Engine section.
      • Set up Scorecard Optimizer Data in Orgs Without Renewal Center (Beta) 1.png
        Note: After importing the data, you can view the available number of records and their time frame.
    2. Data Mapping -  In this step, you can select the Stage value and the Booking Type of opportunity data.
      1. Stage - In this step, you can select the type value of stage names for renewal opportunities.
        Scorecard 2024-01-19 at 2.54.11 PM.jpg
      2. Booking Types - In this step, you can select the combinations of record types and other picklist data fields to identify renewal opportunities.
        Scorecard 2024-01-19 at 2.54.48 PM.jpg
  4. Click Next.
  5. In the Customer Data tab, the following sections are available and pre-populated with data, if available:
    • Adoption - In this section, you can view the total number of usage data records and the time frame of these records. Adoption usage data considered belongs to the Adoption Explorer projects with the highest number of records. If no data is available, then you must create a new project in Adoption Explorer to import usage data. Click Add Data to navigate to the Adoption Explorer page. For more information on how to create a project, refer to the Create New Project section of the Projects and Project Settings article.
    • Surveys - This section displays the total records in the NPS and CSAT Survey Response objects and the time frame of these records. If no data is available, click Add Data to navigate to the Surveys Connectors page.
    • Support - This section displays the total records in the Case object and the time frame of these records. If no data is available, click Add Data to navigate to the Cases Domain Connector page.
      Set up Scorecard Optimizer Data in Orgs With Renewal Center (Beta) 3.jpg
  6. Click Finish. Data setup is complete.

Import Data from Salesforce

To import Renewal data from Salesforce to Gainsight, you need to establish a connection with Salesforce and run a chain of Connector jobs. The following connector jobs must be run in the sequence listed below.

  • User Sync - Syncs user data from the Salesforce User object to the Gainsight User object.
  • Company Sync -  Syncs data from the Salesforce Account object to the Gainsight Company object.
  • Opportunity Stage Sync - Syncs data from the Salesforce Opportunity Stage object to the GS Opportunity Stage object.
  • Opportunity Sync - Syncs data from the Salesforce Opportunity object to GS Opportunity object.

For more information on how to establish a Salesforce connection and out of the box connector jobs, refer to the Salesforce Connector article.

Note: Gainsight provides an out of the box job chain Opportunity Sync that allows you to import opportunity data from Salesforce objects into Gainsight objects.

Import Data using Rules Engine

To import data from external sources, such as CSV, to Gainsight using Rules Engine, you need to create and run the Load to GS Opportunity rule action. This rule retrieves data available in the source fields of the CSV file and ingests it into the target fields of the Gainsight objects.

For more information on how to create and run the Load to GS Opportunity rule action, refer to the Load to GS Opportunity Action Type article.

IMPORTANT: It is mandatory to configure the picklist values for RM Opportunity Stage, RM Opportunity Type, and RM Forecast Category in Data Management to map fields when running the Load to GS Opportunity action in Rules Engine. For more information on how to configure the picklist values, refer to the Create Stages and Configure Picklist Values section in the Deploy Renewal Center Without Salesforce article.