Layer Systems

Why every customer looks amber at first, why a mapped check never matches, and the other questions that come up most.

Relationship Health troubleshooting and FAQ

Start here. Record Scoring puts an explainable score on a record, built from checks and signals you can trace. Relationship Health is one of its metrics.

What is Record Scoring?

The six customer fields written on every recalculation, and how to use them in grids, exports, reporting and automations.

Reporting on Relationship Health

The three ways a score recalculates, how to schedule the nightly run through the API, and the permission it needs.

Keeping Relationship Health scores up to date

How to set a band by hand, take a customer out of scoring, and score group structures on the parent account only.

Relationship Health overrides, exclusions and parent accounts

Set up the roles contacts can hold for the business, assign them on contacts, and understand how the Relationship Health coverage check scores them.

Contact responsibilities and the coverage check

Administrator guide to every Relationship Health setting: which checks score, which case categories count, and the windows, thresholds and roles behind them.

Tuning the Relationship Health checks: mappings, windows and thresholds

A per-customer health score built from pass or fail checks, banded into Healthy, Moderate and Needs Attention, shown on the customer record.

Relationship Health: overview and how the score works

What the score ring, trend, check list and evidence tooltips on a customer record are telling you.

Reading the Relationship Health panel

All 21 checks: what each one reads, what makes it pass, and which setting changes it.

The Relationship Health checks in detail

Where the manual checks live on the customer record, what each question means, and why "No" is sometimes the healthy answer.

Answering the Relationship Health questions on a customer

Capture an identified churn risk with level, timescale, commercial impact and reason, and understand how it affects the Relationship Health score.

Recording a churn risk

Administrator guide: enable the metric, what gets created, run the first sweep, and what to expect from early scores.

Setting up Relationship Health

Nick Kewney

Record Scoring

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Build your first workflow and watch it run end to end.

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Connect the tools your team already uses to bring data in.

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A quick lap of the product so you know where everything lives.

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