Overview
Relationship Health is tuned per company in Settings then Record Scoring. Everything on that page applies to your company only, and anything you do not change keeps following the supplied default, including as defaults improve in later releases.
Relationship health checks
A tick list of all 21 checks. Untick a check to remove it from your company's scoring entirely: it leaves the score, the total and the panel.
Switching a check off is not the same as leaving it unanswered. An unanswered check fails and drags the score down; a switched off check is simply not part of the calculation. Use it for checks that do not apply to how you run accounts, for example margin in contract where automatic renewal is universal.
At least one check must remain on.
Relationship health case mappings
These tell Relationship Health which cases mean something. Until a mapping is set, the matching check falls back to a manual field on the customer.
Setting | What it does |
Complaint or escalation categories | An open case in one of these categories fails "No complaints or concerns raised" until it closes or ages out of the window. |
Complaint window (months) | How far back that check looks. Default 3. |
Billing dispute categories and window | The same mechanism for "No recent billing disputes". Default window 3 months. |
Credit request case types and categories | A case matching either list counts as a service credit request. This one matches sub-categories as well as top level categories. |
Credit request window and value floor | Default 12 months, and a value below which a credit request is ignored. Leave the floor at zero to count every request. |
Important: complaints and billing disputes match on a case's top level category only, so those two pickers offer top level categories and nothing else. If your complaints live as a sub-category under a broader parent, mapping the parent would catch every case in it, so check how your categories are arranged before mapping.
Both checks only count open cases. A customer recovers automatically when the case is closed, without anyone revisiting the score.
Relationship health cadence and thresholds
Setting | What it does |
Stale after (minutes) | How old a score may be before opening a customer recalculates it. Default 1440, minimum 5, recommended 15 at launch. |
Communication window and minimum touches | Defines "regularly communicates with us". Default 3 touches in 3 months. |
Margin threshold (%) | The share of live recurring revenue that must be under contract. Default 85. |
Long contract limit (months) | Above this term, a customer is marked for review even when coverage is fine. Default 72. |
Account plan window (months) | How recently the account plan must have been updated. Default 3. |
Relationship health governance
Override role. Who can set and clear a manual band override. Left blank, anyone who can see the panel can override.
Exclusion role. Who can exclude a customer from scoring. Left blank, this is limited to administrators.
Score parent accounts only. With this on, only parent accounts are scored and linked accounts display the parent's score read only, marked as inherited.
Include child accounts' cases. Only applies while parent account scoping is on. Off, a case logged against a linked account counts towards nothing, because the linked account is not scored. On, the parent answers for its linked accounts' cases across the checks that read cases: complaints, billing disputes, service credits, feedback, NPS and communication volume. It reaches all the way down a hierarchy. Meetings, contacts, services and the account plan always stay on the account being scored. Default off, so nothing changes until you choose it.
How saving works
The page writes only the settings it shows. Anything not on the page keeps tracking the supplied default, so your company gains improvements to those defaults in later releases instead of being frozen at today's values.
Settings are validated on save. The freshness window cannot go below 5 minutes, windows must be at least one month, the margin threshold must be between 1 and 100, and at least one check must remain enabled. If you had mapped a sub-category to complaints or billing disputes, saving removes it and tells you, because it could never have matched.
Changes apply from the next recalculation. Use Score all records now to apply them everywhere immediately, or Refresh on a single customer to check the effect before rolling on.
A sensible order to tune in
Switch off checks that do not apply to your business.
Map complaint, billing dispute and credit request categories.
Set the freshness window, then the windows and thresholds.
Set the governance roles and decide on parent account scoping, including whether linked accounts' cases should count.
Run the sweep and spot check a handful of customers using the evidence tooltips.
Support
Support page: thelayer.com/support
Email: [email protected]
Telephone: 03333 222 000