Health Scores Overview

Customer health scores are critical to accurately assess the health of an account, providing you with insight to maintain a positive relationship with your customer.

Health scores are generated by defining and pulling together different metrics and their associated values, such as thresholds and weightings, to produce a score out of 100. For more information on how health scores are calculated, see Metrics Intermediate Processing Fields.

You can apply metrics that are relevant to an individual account or to a group of accounts by utilizing segments. You can associate accounts with segments, and then apply specific metric values to each segment. The metric values often differ depending on characteristics such as size and industry. This enables you to configure each metric specific to your requirements.

You can also use the health score to identify where exactly your attention is required. Viewing information such as the trend, at both the account and metric level, provides a better understanding of what needs to be addressed to improve your relationship with the customer.

You can configure the segment metrics for a segment using the Configure Health Scores button available from the CS Cloud Analytics setup record you want to configure. For more information, see Configuring Segment Metrics.