CTA's - Health Score Trigger

@MelissaC couple of questions:

Create a Health Score Trigger When: The health score has not been manually refreshed by the 18th day of the month - open a CTA → Is this the overall health score or a particular measure?

Business Review Trigger: For Premier and Growth Segment Accounts, if no Business Review by Day 60 of the Quarter, open a CTA. → Are Business Reviews completed via a logged CTA or some other method?  Do you have a field somewhere that tracks the last time a Business Review was completed? Do you have a field somewhere that identifies which segment the account is in?

For Emerging Accounts, if not Business Review by Day 150 of the year or 60 days into Q2, same logic for second half of the year) → Same questions as above. 

If you haven’t yet, you might want to join our Global Gainsight Admin Slack and Meet Up group. We have a quickhelp channel that people ask questions like this a lot and get a ton of input from across the group on best practices, etc.

@heather_hansen What are my options for the health score trigger?  What are best practices?  Would I want this to trigger on the overall health score?  Please elaborate.

Thanks!

@MelissaC, I’m excited you’re diving into Health Scoring, and plenty of other Gainsight feature areas. Scoring is very powerful, though it does take some time and effort to setup for the long-term.

Defining a CTA-like trigger to drive updates depends some on your use case and some on your setup. It sounds like you’ll be asking your CSMs to manually update one or more Measures monthly, with a deadline of the 18th. If that’s the case, you’ll likely want to focus on a specific Measure being updated, rather than the Overall Score. Your Overall Score could update frequently, especially if you have automated or calculated Measures within that you update frequently. Therefore, if there’s a manual process the CSMs should follow, tune your CTA Rule to the Measure they are expected to update.

I believe many admins would share that Scorecards take a lot of time and tuning, and related workflows like CTAs for updates also have to be carefully done, so go slowly and steadily. Here are some more resources on Scorecards that were helpful to me when I was learning Scorecards.

Gainsight University self-guided course on configuring Scorecards: 

https://education.gainsight.com/admin-scorecards-nxt

Gainsight Go Scorecard Overview

https://support.gainsight.com/Gainsight_NXT/05Scorecards/01About/Scorecards_Overview

Thank you @heather_hansen !