Flexibility of Health
Currently, when calculating health it defaults the attribute you are using to unhealthy if there is no value. For example) If we have an account sentiment score of 1-5, 1 and 2 are unhealthy, 3 is average, and 4-5 is healthy, it works. However, we have many accounts where this value is empty. It assumes empty = unhealthy. We need the flexibility to say 'if no value, the account is average health'.
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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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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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