Restrict ability to update Scorecard measures
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Be able to restrict scorecard measures that can be updated by the end-user. Many customers request the admin ability to be able to prevent users from changing a measure that is being populated by an automated rule but allow them to update a subjective measure.
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For example: The rule sets support to red when there are a high number of support cases open. However, in some cases, that just means that engineering and support is working closely with the customer to make custom adjustments to the implementation/solution. In that case, the CSM would turn the score to orange or green since the customer is healthy and is getting all the attention they need.
Do you have an update on when this functionality will be released? We are setting up our scorecards, and this came up.
We need the ability to lock measures that are being set via the rules engine. If measures are meant to reflect usage data, case data, etc then we don't want the CSM to be able to overwrite the value.
Worth noting that this is already a feature in Relationship-level scorecards - you pick whether a metric will be Automated or Manual when setting it up - and it will be added to Account-level scorecards when Product 'moves' it over to the same processing area where the new Relationship scorecards now reside.
Hope that helps - coming soon!
Hi Erica,
This is definitely something which we have planned for the roadmap. As part of measure configuration , when the user defines a measure,he will have the ability to mention whether the measure is automated or manual . Also , if the measure is manual , the user can configure whether the measure could be manually overridden or not.
Hope this helps.
Thanks
Abhishek S