Flexibility of Health

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3 comments

  • Sean Maguire

    Brittany - Is possible you're already aware of this, but we addressed this same need in our instance by using different Health Profiles. One profile when the attribute exists, another for when it does not. For example:

    In Health_Profile_1, we included in our segment criteria "Attribute Exists." In your example, you'd say "Account Sentiment Score Exists / Any Value." Then you program your green/red scoring rules accordingly.

    Next, in Health_Profile_2, we use the segment to identify where the values of this attribute are null and apply this alternate health score to those accounts where "Account Sentiment Score Does Not Exist / No Value." From there, you can set your rules to ensure it's impossible to ever be Green or Red if sentiment is empty. 

    Not ideal, and perhaps the product team will be able to share an improvement idea in response to your query here, but hopefully this approach will serve as a temporary workaround and allow you to update your current health score config immediately without any delay awaiting further innovation. Good luck

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  • Brittany Reichwald

    Thanks, Sean! Appreciate the idea, I will need to experiment with that to see how we can make it work. The only concern I have is that we have 13 different health profiles, so we would need to make a copy of each based on "Account Sentiment Score Exists / Does Not Exist." 

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  • Jennifer Haight

    We would like this also. Most accounts in our system don't have a Sentiment filled out and we're ok with that. We want the CSM to be able to override a Poor health score or a Good health score. Currently we can only override a Good health score because we can't say "Is one of or does not exist". 

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