Who can use this feature?
- Global admins or users with advanced permissions
- Available on all plans
Totango allows you to design health profiles using two different models. You can enable multiple profiles under any model, but you can only have one overall model activated at a time:
- Account health
- Multidimensional health
Teams view and interact with health differently, depending on the model that is active. Learn more about the options within the health widget on the account profile and the My Portfolio widget.
Regardless of health model used, choose your preferred enterprise calculation if you leverage account hierarchies.
Suggested uses for the account health model
Account health models are less complex and are typically best for the following scenarios:
- You need to execute quickly
- Every health indicator is of equal importance
- Teams can pin-point problems immediately because accounts go into poor health if any poor threshold is met
- You want to automatically exclude metrics without a value from the calculation
Calculation for account health
Account health is defined based on a color indicator using the following formula:
- Good: All the attributes with value are defined as good
- Poor: At least one of the attributes with value are defined as poor
- Average: None of the attributes with value fall in the poor definition, and not all of the attributes are classified as good
If an attribute used in the health profile doesn't have a value, it won't be included in the calcualation.
Configure a profile (account health model)
Totango includes the following starter profiles under the account health model:
- Default
- High touch onboarding
- Digital onboarding
You may add other profiles as needed.
Each health model must have at least one profile enabled, regardless of which model is active.
Before you update your health profile, we recommend that you map your customer journey stages first. If your profiles rely on the onboarding stage of the journey, we also suggest that you map your onboarding stages prior to configuring health.
- From the left nav, click Settings.
- Within Settings, expand Data Management > Health Designer.
- Click on the Account Health tab.
- Click on a starter profile to edit properties, duplicate from another profile, or click +New Profile.
- If creating a new profile, choose the position in which to create the new profile. You can re-order the position later.
- Configure properties for the profile:
- Name: Add a name to identify the profile. This name is visible in the health widget on the account profile.
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Account type: Define which level of the hierarchy this profile will be used. If you have a flat hierarchy, leave set to Company. If you have a two-level hierarchy, you may choose both levels if it is appropriate to use the same profile for both the parent and the child accounts (see calculated health considerations).
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Products: If you have more than one product you will see an additional option. If your onboarding process applies to a single product, then choose the product you want to apply this health profile to.
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Segment criteria: Click in the grey box to add filter criteria to determine the segment of accounts that apply to this profile, such as customer journey stage changed from onboarding in the last 90 days.
- Click the Add Metric drop-down to search for a metric to add. If you use "Is in Segment" as criteria, the segment cannot include any user attributes or touchpoint criteria.
In our example, we're setting up a separate profile to apply to newly onboarded accounts within their first 90 days of going live. We want to add metrics that are particular enough to this period of time to warrant having a separate profile. Perhaps we expect an aggressive usage metric or want to measure training activity during this critical period.
- For each metric added, set the metric properties.
In order for an account to qualify for good health, it must meet all criteria in that column (AND statements). On the other hand, an account can qualify for poor health if it meets any criteria in that column (OR statements). Accounts that meet some criteria in the Good column and none of the criteria in the Poor column are considered in average health.
- Click Preview.
- Review the preview of accounts that would qualify for this profile segmentation in the current order of precedence. View current health against this new profile. Search for a specific account if you want to add it to the preview.
- Done Editing.
- If you want to continue refining before launching, click the Ellipses (...) and choose Disable Profile prior to saving. Otherwise, the profile will be applied immediately if the model is active.
It may take some time for the changes to propagate through all accounts.
- Click Save Changes.
When enabled in the active model, you can click into the profile to view the number of accounts included.
Re-order and enable a health profile
Totango uses the active profile with the lowest order (top) first before using other profiles. In other words, best practice is to position the profile(s) with the most restrictive criteria first. If an account doesn't match the criteria, Totango will continue to move down the list of active profiles toward the most general profile at the bottom.
Anytime you edit, reorder, or create new profiles, Totango will recalculate the health automatically if the profile is set to enabled.
- From the health designer, ensure you're on the Account Health tab.
- From the Ellipses (...) next to the profile you want, click Enable.
- Drag-and-drop the profile to the top of the list.
- Click Save Changes.
If the health model is active, Totango starts calculating health from this point forward immediately using the new settings (may take a few hours to reflect on account profiles). Going forward, Totango evaluates health on a daily basis. You can optionally tell Totango to recalculate health historically.
Activate the account health model
You can enable multiple profiles under any model, but you can only have one overall model activated at a time.
- From the health designer, ensure you're on the Account Health tab.
- Click Activate Account Health.
- Read the confirmation, and click to confirm.
Totango starts calculating health from this point forward using the new settings immediately (may take a few hours to reflect on account profiles).