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dallis_king
dallis_king
Contributor ⭐️⭐️⭐️
July 13, 2017
Question

Multiple 2.0 Scorecards For 1 Account

  • July 13, 2017
  • 13 replies
  • 338 views
I've been struggling with Scorecards 2.0 the last couple of days, loosing hours and hours of work trying to get them to update properly. At first I thought that you could only update a 2.0 scorecard if you went and loaded it on the accounts C360 page, but then you would be able to load to it forever, but I've just made a new realization.

You can only update the scorecard that is actively loaded on the C360 page.

I switched over to Scorecards 2.0 from 1.0 because of the ability to have multiple scorecards. For all my accounts, I want to have a general Health Scorecard (with NPS score, CSM sentiment, etc. etc.) and a Features Health Scorecard that goes through all features and displays the usage, but now I can only update the one that is currently loaded on the C360 page. 

I want to keep them both updated and allow the CSMs to have the ability to switch between the two, but it doesn't seem like I can do that. Am I wrong? Was this intentionally built in or is it a bug? If it's intentional, I would love to know the rational behind it... 

    13 replies

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    dan_ahrens
    dan_ahrens
    Expert ⭐️⭐️⭐️
    September 14, 2017
    Show them this thread and see what they think. It is certainly possible that they have caught an exception case that I'm not thinking of. 🙂
    VP of Customer Success at Forcepoint
    DavidNewman
    DavidNewman
    Contributor ⭐️⭐️
    November 24, 2021

    This isn’t too far off from the challenge that I am currently having.  Our accounts often have multiple locations doing business and each of those locations could be in a different stage of the lifecycle.  For instance, we may have an account using our software in 10 locations.  7 may be live and 3 may be in the process of implementing.  In an ideal world, I’d have separate scorecards by location but I don’t think that’s possible at this time.  

    However, we also have single location accounts that it sounds like we could tie the scorecard being used automatically, to some field that determines which part of the customer journey they are in.  I’d be pleased if I’m understanding that correctly and could picture three scorecards:

    1. Single Entity Implementation Health
    2. Multi-Entity Blended Scorecard with elements of implementation and live scoring taken into account on one scorecard
    3. Fully Live for both single and multi-entity accounts that are fully into live mode


    Would this be done with the “Add Criteria” option at the bottom of the scorecard setup?  

     

    heather_hansen
    heather_hansen
    VIP ⭐️⭐️⭐️⭐️⭐️
    December 2, 2021

    @DavidNewman I’ll preface this with I’m not an expert on multiple scorecards.  :slight_smile:  I think that “Add Criteria” would definitely work to tell it which scorecard to use based on Stage.  I think where you’ll have some challenges is the Multi-Entity.  If they are all on one Gainsight account, and you want to calculate the measures differently for each entity, I don’t think you’d be able to do that.  BUT that would depend on how your scorecard measures are set up. 

    Relationships might be a better option for that where each entity would have it’s own scorecard.  I’m not sure how that would roll up to the top level company though.

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