Table of Contents
- Introducing Enhanced Flexibility and AI-Driven Insights in Account Lifecycle Events
- Configuration Guidance
Introducing Enhanced Flexibility and AI-Driven Insights in Account Lifecycle Events
Account Lifecycle Events (ALE) version 4.1.6 and later brings powerful updates to health metric configurations, offering greater flexibility and improved AI-driven insights for customer success teams. This release introduces two new fields—Context and Category—to color band records, streamlining workflows and enhancing precision in customer success strategies. Below, we’ll explore these features, their impact, and how to configure them.
The update adds two key fields to color band records:
- Context: Links a color band to a specific health metric configuration within a health definition, allowing unique banding for each definition using a single data source.
- Category: Classifies metric scores as poor, neutral, good, or over, giving AI Agents clear context to interpret scores and act accordingly.
These enhancements address past limitations, simplify setup, and boost AI functionality.
Overcoming Previous Limitations
Previously, health metric configurations tied to the same data source were limited to a single set of color bands, even across multiple health definitions. This rigidity meant teams to create duplicate data sources to accommodate different banding needs—like broader thresholds for onboarding versus tighter ones for retention—adding complexity and overhead.
Context Field - Tailored Color Bands
The Context field enables you to associate a color band with a specific health metric configuration tied to a health definition. This eliminates the need for multiple data sources when different banding is required.
Example: Consider a data source tracking customer engagement. Before, broader bands for an onboarding health definition and tighter ones for retention meant creating separate data sources. Now, with the Context field, you can use one data source and assign distinct color bands to each health definition, simplifying your setup.
Category Field - Smarter AI Interventions
The Category field labels metric scores as poor, neutral, good, or over, providing AI Agents—like the Success Health Monitor and Success Risk Solution—with clear context to interpret and act on scores.
How it works:
- A poor score might trigger an alert or escalate an issue to a customer success manager.
- A good score could be logged without further action.
- Over could indicate over utilization or exceeding a license threshold
Scenario: If a customer’s product usage drops to poor, the AI Agent can suggest a training session or a check-in call, ensuring timely and relevant responses that improve retention.
Key Benefits for Customer Success Teams
These updates deliver practical advantages:
- Greater Flexibility: Customize color bands per health definition without duplicating data sources.
- Streamlined Workflows: Reduce setup complexity with a single data source.
- Enhanced AI Functionality: Equip AI Agents with better context for precise, timely actions.
- Improved Customer Outcomes: Address risks faster, boosting retention and satisfaction.
Start fresh by creating color band records with the Context and Category fields as you define health metrics.
Steps to create:
- Create a health definition, setting all mandatory fields and associating data sources via Health Metric Configuration records.
- Open the data source record associated with the health metric configuration record. From there navigate to the color bands related list and click new. Populate the mandatory fields as necessary.
Update existing color bands to leverage the new fields, noting that each band now links to a single context. If a data source is to be used with multiple health definitions, each color range will need a corresponding color band record for each health definition.
Example:
- The data source, New cases created is to be associated with both the Global health definition and one titled “Technology Industry”.
- There is to be a red, yellow, and green ranges associated with the data source
- Remember the data source is associated to a Health Definition by a Health Metric Configuration record.
- The Global health definition record will have a, single, health metric configuration record to link it and the New cases data source together.
- Similarly, the Technology Industry health definition record will have a, single, health metric configuration record to link it and the New cases data source together.
- It is the sys_id of the health metric configuration records that will populate the context field on the color band records.
- On the New cases data source, we’ll navigate to the Color bands related list. We’re going to need 6 (six) total color band records.
- Red, yellow, and green for where the context is the health metric configuration record associated with the Global health definition
- Red, yellow, and green for where the context is the health metric configuration record associated with the Technology Industry health definition
Steps to Update:
- Navigate to All > Success Configurations > All Color Bandings
- Take note of the rows where the context field is empty. It may be helpful to have the health definitions open in another tab for reference
- Review and Update: Assign the Context field to the appropriate health metric configuration for each color band.
- Create New Bands if Needed: For multiple health definitions using the same data source, add new color bands:
- Option 1 - Create a copy of an existing color band:
- Open a color band.
- Update the Context field the to the appropriate context.
- Set the category field.
- Right-click the header and select Insert to copy it for a new context.
- Option 2: Create a new record,
- From the list of color bands, click New
- Fill in required fields (including Context and Category) and save.
In the image below, you can see there are images from the health tab of 3 different engagements. They are all displaying the same, Open Escalations, data source. Note the target is different for each, this is a result of the color banding records and their associated targets.
