We have a business scenario where we need a report of accounts that have changed scores (example: yellow to green, red to green, etc) and want only the scores/accounts that have changed score levels.
Currently, there is no way to report on the actual change. Knowing this list of X customers improved in metrics A, B, and C, while this other list of Y customers trended down in metrics A, B, and C would be hugely valuable for us and other users. So much around CS revolves around the trend...who is headed in the right direction and who is sliding backward. Being able to communicate this across the organization to various stakeholders is critical.
Reporting on Scorecard 2.0 Trends for Individual Metrics
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Thanks for sharing this. When you mean by the trend of the score...is it over the past week (i.e score of the current week compared to last week) or over a different time frame?
Regards
Agreed with statement above and we have this need as well within our organization.
You’ll be happy to know that with the new Reporting tool (slated for release in January) - you’ll be able to build quick reports that allow filter conditions that compare two fields.
For example, in this use case, the “Current Score” and “Previous Score” fields on the Scorecard Fact object.