Use Case: Customer A has a green health score but is scheduled to churn. Upon any field update implemented via a rule, update the overall health score to “NA” and retain all the individual health scores that make up the overall score.
This functionality would provide our CSMs with a more accurate health view of the customer just as they are about to churn.
Update Overall Health Score to "NA" Upon Customer Churning
CS Rules & Permissions
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The suggestion which Samantha has mentioned is what we recommend to our customers as well.
The fact that the customer was green before they churned is a important metric which might indicate that the scorecard can be improved to include additional aspects of the business which is not being captured and can be used to improve the health scoring.
Does this help your use case?
Thanks
Abhishek S