We have several scorecard metrics that are updated automatically that, on occasion, our CSM find a need to manually update. For instance, the number of support cases. The rule is set that under 10 cases is green. But if the customer is unhappy with case resolution, even if the number is low, our CSM will set it to red. The issue is, next time the rules are run, they override the manual edit.
Can we get the ability to have the rule check for a manual update, and if there has one been done in say the last week, it skips the update this time?
Thank you.
Trevor
Delay an automated scorecard update if a manual update was done
None
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What we generally recommend in scenarios like this is that you build a separate scorecard measure to capture sentiment that is set manually by the CSM and that is weighted into the overall score. In the example you gave on support, the support score would be set by the rules that you've determined, so that the data is always driving that measure, but if the customer sentiment is high or low, the CSM would manually set the sentiment score and could add in the notes which major themes are driving a low or high sentiment score.
Some Gainsight customers with a high touch model set the subjective CSM input as high as 50% of the overall score.
Hope this helps!
Are you using relationship scorecards?
If yes , then we are introducing the concept of exception management(live in production from Oct 7) in scorecards aimed at some aspects of your use case.
As Dan said , the first step is to create a separate measure called "Sentiment Risk" and assign certain weightage to it.
Then in scorecard configuration , you define an exception where you define -
If "sentiment risk" measure is red , then you would want to set your overall score to Red no matter what your other scores are.
This will not affect your normal weightage based calculation if "Sentiment Risk" measure is green or yellow and will only affect your scorecard when the score is red.
Please note that this functionality is not available for account scorecards.
Hope this helps
Thanks
Abhishek S