Mandating comments on Scorecard

hi Colette - we recently switched to a method where, instead of having CSMs manually enter on the Scorecard, they create a Timeline Activity instead, and we run a rule that updates the sentiment score based off that Timeline entry.



We created a new Timeline Activity type: Sentiment



We created two new fields: Sentiment Rating (Red, Yellow, Green) and Sentiment Reason (various reason codes) on that timeline type. These are mandatory.



The Note field is already mandatory - that's what we're using to populate the comments, along with the Sentiment Reason.



Then we locked down the CSM Sentiment score on the scorecard - so they have to create the timeline entry to update it. It also helps because it keeps a record of the Notes for each entry in the Timeline.



Let me know if that helps!