I’m thinking about adding an exception criteria to my health score. Here’s what I’m thinking:
- We use rules engine to create a calculated health score
- We have a manual measure called “CSM Sentiment”
- If the CSM Sentiment is not null, then overall health = csm sentiment. If CSM sentiment is null, then overall health = calculated health score
I’m essentially giving the CSM the ability to override the calulcated score. If I set up the validation critiera, when is the overall score updated? Does the system evaluate the exception in real-time, changing the overall score OR does the system wait until the next rules engine job?
Best answer by matthew_lind
In my experience, the Overall Score changes in real-time anytime the exception criteria is met (or unmet, as the case may be). I recall this being a hit with my CS team because their inputs replicated in real-time to C360, Reports/Dashboards, etc and there was no “wait to see that update reflected tomorrow” behavior.