I'm new to the Gainsight tool/application and would appreciate any guidance or coaching. Could someone please help me understand how to achieve GREEN status for my Task #6 from NA? What steps should I follow to update this card with my results? (Please refer to the attached screenshot, especially highlighted box and its entrees.)
+8Hey
Moving this to the CS category so we can get it front of the members who use the CS product.
+9Hey
The short answer is that it will depend on how your admin has configured the Scorecard.
The long one:
The Overall Score can be either an automatic roll-up or a manual calculation (most organizations use the former).
If you go to that Account's C360 and check the Measure Groups, you can see which measures are automatic and which are manual (look for the tiny icon in the upper left-hand corner). This will also show you how each measure impacts its group, and how much each group impacts the Overall Score.
Additionally, there could be exceptions that overwrite the Overall Score, but those are not visible from the UI AFAIK, only in the Scorecard Configuration menu.
For the limited context, I'm guessing you're an end-user. My best advice is to use these hints to help you understand your scorecard configuration, but only your admin can give you the exact response you're looking for.
Thank you. Yes, I’m an end user and we have 120k employees and I don’t know who is the admin and whom to reach out 😀
+9
Haha, I get it.
Well, the only thing you can do is to update any manual measure for that account. The overall health should then update according to that specific Scorecard configuration. If those measures have a weight greater than zero and no exception is configured, the overall score should change from N/A to a value, even if it's just Red. If there are no manual measures, this could be a configuration error in either the Scorecard itself or its rules.
One more hint: use the Scorecard name in the top left to compare your account with others that use the same configuration. And with that, I'm out of troubleshooting ideas😅
Given the size of your org, I'd guess you have a way to report this account to your internal team (CS Ops, Business Systems) for investigation if needed?
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