Restrict ability to update Scorecard measures

I would recommend that to be left as an option, since in some cases we benefit from being able to override the automated update.

For example: The rule sets support to red when there are a high number of support cases open. However, in some cases, that just means that engineering and support is working closely with the customer to make custom adjustments to the implementation/solution. In that case, the CSM would turn the score to orange or green since the customer is healthy and is getting all the attention they need.

Just received the same observation/request from one of the Success Express attendees this week, and have received the request from others as well.  I picture the functionality being similar to the filter 'locks' on Reports 2.0 - the Gainsight Admin can lock or unlock scorecard measures at will to restrict users from updating in the UI, allowing only Rules Engine access to the metric.  So thumbs-up here as well to the idea - our recommendation from a best-practices point of view, Irit, is to use a separate Subjective or 'Veto' metric to show that, in the CSMs opinion, the health of the customer is an exception to the scoring rules developed for the organization.  Would love to hear other thoughts from current customers as well!

We would prefer to have the option to "lock" systematically generated scorecards as well.  If the systematic scorecard becomes less representative we would prefer to iterate on the logic rather than have end-users feel responsible for making one-off tweaks.  Should a small minority of clients' health scores be less representative as a result of something unique to that client then I think we would discuss how to compensate on a case-by-case basis.  

Like, vote for it.   For now, we have our rules re-scoring the objective measures mostly on a daily basis and some on a weekly basis, so they overwrite any manual updates.

Thank you all for your feedback. This is planned functionality that we hope to release soon with additional scorecard improvements

Hi Gaurav,

Do you have an update on when this functionality will be released? We are setting up our scorecards, and this came up.

+ 1 for this, doing a lot of head scratching around the way to manage CSMs ability to over-ride all the objective scorecards, and hope this is not too far off - it's definitely a flaw in the current design's intuitiveness.

This reply was created from a merged topic originally titled Add the ability to lock the scorecard measures so that they can't be overwritten ....

We need the ability to lock measures that are being set via the rules engine.  If measures are meant to reflect usage data, case data, etc then we don't want the CSM to be able to overwrite the value.  

Hello Erica - I just merged your post to an already-accepted feature request for this exact topic: locking scorecard measures has been a longstanding request, and has been on the product roadmap for release in the relatively near future (hoping a product manager can chime in with an update if the release cycle for this has been set).

Worth noting that this is already a feature in Relationship-level scorecards - you pick whether a metric will be Automated or Manual when setting it up - and it will be added to Account-level scorecards when Product 'moves' it over to the same processing area where the new Relationship scorecards now reside.

Hope that helps - coming soon!

Thanks Scott.

Hi Erica,

This is definitely something which we have planned for the roadmap. As part of measure configuration , when the user defines a measure,he will have the ability to mention whether the measure is automated or manual . Also , if the measure is manual , the user can configure whether the measure could be manually overridden or not.

Hope this helps.

Thanks
Abhishek S