Manually Override Overall Account Health Score on C360

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A member of our management team previously worked at another organization using Gainsight. He says CSMs were able to override the current Account Score on the C360 Summary screen, simply by clicking the score and changing it. The score still automatically statused itself; this was simply an option the CSM could use if they think the score should vary from what it automatically is.

I've scoured the community and documentation, but I don't see this anywhere! Is it possible?
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Allison Elmer

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Posted 2 weeks ago

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Spencer Engel, Employee

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Hi Allison - it's not possible to change the account score itself. You can change individual measures manually if said measure(s) is configured to allow manual scoring. The best way to accomplish what you're looking for might be to consider scorecard exceptions where if a measure is red, it changes the entire account score to red no matter what. Let me know if that helps!
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Matthew Lind, Champion

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Allison, I have this configured within my Gainsight instance, so hopefully can help.

At first, I looked at the path Spencer references, with exceptions. However, we found the exceptions were limited (I think to 10 exceptions) and we would not get all of the exception types we needed. That said, my team still wanted a manual override for those occasions (and we know they exist) where your automated measures aren't grabbing the entire story properly.

Thus, I added one measure (named Override) and then I essentially weighted that Override to a ridiculous degree. That way, if the Override had a value, it would weigh so heavily on the overall score that the overall score would essentially be the Override score. If the Override was NA though, it wouldn't factor in and your normal components would determine the overall score.

For example.....

Weights:
Override - 100000
Support - 30
Adoption - 20
Executive Engagement - 25
NPS / Surveys / Customer Satisfaction - 25

One final consideration, if you do this, falls more into a "think on this as a best practice" item: we installed one rule into the Rules Engine that essentially reset any Override values to NA several weeks after the Override was set. This ensured that an Override couldn't be 'forgotten' and be incorrectly castingĀ  your overall score, due to neglect or change in CSM or whatever. Plus, we decided as a team that if someone was going to invoke an Override, that it was reasonable that the Override be revisited regularly and updated or at least affirmed as accurate. Without an update or confirm of the Override, the Rules Engine removes the Override and the overall score returns to its automated calculation.
(Edited)
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Spencer Engel, Employee

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Very interesting idea! Thanks for sharing.
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Allison Elmer

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Spencer and Matthew,

Thank you both for the quick response and ideas! Matthew, that's a really clever workaround, and I appreciate the "best practices" tip, as well. Your suggestions are very helpful.