Overview
Relationship Health is off until you enable it, and it is enabled per company. Enabling it creates everything it needs, so there is no separate setup task and no data migration.
This article covers switching it on. Tuning the checks afterwards is covered in Tuning the checks: mappings, windows and thresholds.
Before you start
You need Settings access. The Record Scoring page is settings administrators only.
Your environment needs to be on a release that includes Relationship Health, with its database updates applied. If a required update is missing, the affected page tells you so by name rather than failing quietly.
Decide who should be able to override a band and who should be able to exclude a customer. Both are role based and can be set later.
Enable the metric
Go to Settings then Record Scoring. The Metric library lists every scoring metric available to your company, each with its own enable switch.
Switch Relationship health on.
The page confirms how many fields were created. This is idempotent: switching it on again never duplicates anything.
What enabling creates
Created | Purpose |
Question fields on the customer | The Yes or No judgements, the NPS number and the account plan date. Each carries a description naming the check it feeds. |
Churn tracking fields | The churn capture set, including the reason list you can edit later. |
Six output fields | Score, previous score, status, last updated, points passed and failed checks, written back on every recalculation for grids and reporting. |
A starting responsibility list | The contact responsibility roles behind the coverage check, which you then edit to match your business. |
Fields are created the way the form builder creates them, so they appear on the record properly, dropdowns have their options, and automations can reference them. Switching the metric off never deletes them, because the answers are business data.
Score every customer for the first time
Use Score all records now on the Record Scoring page. It runs in the background with progress shown, so a large company does not tie up your session, and it is safe to run again.
Until it runs, customers are scored the first time somebody opens them.
What early scores look like
Expect low scores at first, and tell your teams to expect them. A customer with nothing recorded passes only the checks that are healthy by absence, such as no complaints and no churn risk flagged, so a brand new company can start around 3 of 21.
This is correct rather than broken. The panel distinguishes the two cases: checks waiting for a first answer show in amber with a note saying how many there are, while genuine failures show in red. Scores climb quickly as account managers answer the questions and as automatic checks find data.
If early numbers would be misleading to a wider audience, keep the metric to a pilot group first and enable it more widely once the manual questions have been worked through.
Recommended settings at launch
Freshness window: 15 minutes reads as real time to anyone opening a record, at no standing cost. The default is 24 hours and the minimum is 5 minutes.
Case mappings: map complaint and billing dispute categories early. Until you do, those checks rely on manual fields that nobody fills in.
Checks you do not want: switch them off rather than letting them fail for everyone. A switched off check leaves the score and the total entirely.
Governance roles: set the override and exclusion roles so those actions are deliberate.
Turning it off
Switching the metric off stops scoring and hides the panel. Fields, answers and history are kept, so switching it back on resumes where you left off.
Support
Support page: thelayer.com/support
Email: [email protected]
Telephone: 03333 222 000