Degrading Health Score
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We are crafting v2 of our Health Score and some of our score components have a few variables at play. For example, the Support score is looking at # of cases, how long they've been open, and how many get re-opened, etc.. These things could compound to give a customer a bad experience.
[i]Is it possible to write a score rule that would allow that scorecard component to start at 100 points and degrade based on things happening?
For example:
Start customer at 100 points
- 5 points for every case opened for more than 20 days
- 30 points for every escalated case
- 5 points for every case re-opened in the last 90 days
If a customer has a combination of things happening, their score would be low to reflect that.
[i]Is it possible to write a score rule that would allow that scorecard component to start at 100 points and degrade based on things happening?
For example:
Start customer at 100 points
- 5 points for every case opened for more than 20 days
- 30 points for every escalated case
- 5 points for every case re-opened in the last 90 days
If a customer has a combination of things happening, their score would be low to reflect that.
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In your MDA table, you would create 6-7 columns.
Then your formula field would take:
Initial Support Score - (Cases Open * 5) - (Escalated cases * 30) - (Reopened Cases * 5)
Once you have the table complete, you would need to create another rule to Set the score based off of the data in the formula field in the MDA table.
* Edited to add - I have not tried to do this exactly, but having worked with a few formula fields, this [i]should work.
Thanks for this use case. Do you think you want this kind of option to also be available in addition to the weighted methodology or you want the scorecard logic to only be based on this approach(lead scoring methodology)?
Thanks
Abhishek S