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Tuesday
When configuring Customer Success engagement health on a domain-separated instance, you may find that engagement health scores do not populate against the expected customer engagement records, despite the configuration appearing correct.
The Platform Analytics (PA) indicator is collecting scores correctly, but the scores do not appear in the Data Context Engine (DCE) table or on the customer engagement health scores.
This is a specific scenario that sits at the intersection of PA scoring and the DCE integration in a domain-separated environment, so it will not apply to every instance.
If you face this, this article will walk through one of the scenarios that can cause this and how to resolve it.
Cause
The DCE collection job only reads PA scores stored in the Global domain and not scores stored in specific domains.
If the "Run as" user on the PA collection job is not in the Global domain, or if a Domain Configuration is attached to the job, Platform Analytics will collect scores and store them in the appropriate domains.
When the DCE collection job runs, it queries the PA scores in the Global domain to locate the appropriate scores.
Because the records are scoped to other domains, the scores become invisible to the DCE collection job and are not populated into the DCE data table. This results in no scores appearing within the Engagement Health tab.
Fix
Step 0. Identify affected PA indicators
For each PA data source configured in DCE Data Sources:
- Open the data source and note the PA indicator it references.
- Check whether that indicator is a formula indicator (composed of other indicators rather than collecting data directly). If it is, trace through each composing indicator and apply the checks below to each one.
Find the collection job(s) associated with the indicator, open each, and check whether a Domain Configuration is attached.
- If a Domain Configuration is attached, or the user specified in Run as is not in the Global domain, that indicator and job are affected. Apply the steps below to each to create fresh non-domain-separated indicator scores.
Important: Repeat Steps 1 and 2 for each indicator identified in Step 0 before continuing to Step 3.
Step 1. Recreate the indicator
- Navigate to Platform Analytics > Indicators and select the appropriate indicator type identified in Step 0.
- Locate the impacted indicator.
- Open the affected indicator and select Insert and Stay to create a copy of the indicator.
- Ensure the new indicator matches the original configuration, including any breakdowns.
If this is the first PA indicator you are fixing, follow Step 2a. Otherwise, follow Step 2b.
Step 2a. Create a new collection job with correct settings
- Navigate to Platform Analytics > Data Collector > Jobs and create a new job.
- Add a Run as user in the Global domain.
- Set the appropriate collection frequency and save.
- Add the indicator created in Step 1 to the Indicators related list.
- Do not attach a Domain Configuration to this job.
Step 2b. Attach the PA indicator to the existing job
- Navigate to Platform Analytics > Data Collector > Jobs and locate the job created in Step 2a.
- Add the indicator created in Step 1 to the Indicators related list.
Important: Repeat Steps 1 and 2 for each affected indicator before continuing.
Step 3. Run the new job and confirm collection
- Open the PA job created in Step 2a and click Execute Now.
- Confirm that scores are collected against the expected records by navigating to the newly created indicator and selecting the Show scores for this indicator related link.
- Ensure the newly created indicator scores are visible in the Global domain before proceeding with DCE configuration.
Step 4. Update the DCE data source
- Open the DCE data sources identified in Step 0.
- Click the Return to Draft UI action.
- Update the PA Indicator reference to point to the new indicator created in Step 1.
- Click the Publish UI action.
- Confirm the data source is in the Published state.
Step 5. Validate end-to-end
- Navigate to System Definition > Scheduled Jobs.
- Locate the Metric Engine Data Collection job and click Execute Now.
- Depending on the size of the collection, the process may take several minutes.
- Navigate to Data Context Engine > Context Engine Data > Context Engine Data.
- Filter on the relevant data source and confirm data has been collected from the new indicators.
- Verify that Engagement Health scores now populate against customer records across the expected domains.
Important: Before removing the original indicator or job, confirm they are not used elsewhere. Only deactivate or delete the original indicator if no other data source or job references it. Only set the original job to On Demand if it contains no other indicators that are still in active use.
Applies To
Customer Success Engagement Health
Domain-separated instances
Platform Analytics indicators used as DCE data sources
Does Not Apply To
Non-domain-separated instances
Engagement health configurations that do not use PA-based DCE data sources
