Deploy Health Framework in Customer Success
Table of Contents
Overview
The Health Framework offers a structured approach to monitoring and managing the overall health of customer engagements throughout their lifecycle, leveraging data to drive meaningful action. By evaluating performance through measurable health indicators captured from platform data, organizations can proactively identify potential issues and enhance engagement outcomes.
At its core, the framework relies on key components to assess and improve engagement health. Health indicators define the metrics and benchmarks used to analyze account status, while a weighting system ensures that the most critical metrics drive the most significant actions. Additionally, thresholds and triggers establish pre-determined conditions that signal when an account is thriving or at risk, enabling teams to respond accordingly.
By interpreting health scores and the underlying metrics, organizations can derive actionable insights that inform strategic decision-making. This allows teams to prioritize resources effectively, tailor interventions, and drive sustained engagement success. With a data-driven approach, the Health Framework empowers businesses to stay ahead of risks and foster stronger customer relationships.
Planning
Requirements gathering
Consulting with key business stakeholders to identify the data that should be assessed for determining health is the initial step required for planning an implementation.
Things to consider:
- What key data sources should drive action?
- Can our current portfolio of engagements utilize a single collection of data sources, and are those data sources equally significant across all engagements for determining a health score? If not, work to identify segments of engagements based on the engagement or related attributes to understand what data sources and calculations are appropriate for deriving a health score within each segment understanding that each engagement can only use one engagement health definition.
- Which ServiceNow data will calculate health?
- Are any integrations required to incorporate external data?
- Is the collected data in a format compatible with the health framework? Can it be averaged or summed efficiently?
- When capturing data, it is important to ensure that the frequency is adequate to timely impact engagement health. If the data collection intervals are too long, there may be delays in understanding the impact on health, leading to potential negative consequences.
- As of the store release in March 2024, the system for collecting health data is configured to capture scores from the date of configuration onwards and does not account for historical or previously recorded scores in Performance Analytics. Health score data will be captured and updated daily from the point of configuration forward.
Components
Tables
Data source [sn_data_ctx_engine_src] – This data source is used to select the data for analysis by the Data Context Engine. Data can be acquired by selecting an indicator configured with Performance Analytics or by using an external source. External sources must be configured to write to the Context Engine Data table, associating the account, the engagement, and the date the value represents. This can be carried out via an API and transform map as well as other solutions. Once defined, data sources can be reused across all health metric configurations.
Color banding [sn_acct_lc_clr_banding] – Links a Color Definition [sys_report_color] to a Data source, adding color to thresholds displayed on the Health page of an engagement.
Context [sn_data_ctx_engine_ctx] – Associates a Data Source with a specific table. This relationship enables the Data Context Engine to collect data for the specified table.
Context Engine Mapper [sn_data_ctx_engine_map] – Utilized to determine which field on the related table serves as a breakdown for indicators linked with data sources.
Context Engine Data [sn_data_ctx_engine_data] – These values are gathered from various data sources and are presented in the widgets on the Health page of an engagement.
Health Metric Configuration [sn_acct_lc_eng_hlt_mtr_config] – Defines the relationship between data sources and Engagement health definitions. This record is also utilized to set measurement attributes, relate color bands, and associate with contexts.
Engagement Health Definition [sn_acct_lc_eng_hlt_def] – This record is utilized to determine the appropriate health metric configurations that should be conditionally associated with specific engagements. An out-of-the-box global definition is available.
Scheduled Jobs
Metric Engine Data Collection (sysauto_b5d61c28c3345210ff00ed23a140dd85) – Executes to gather and populate the data displayed in the Context Engine Data table
Engagement health score calculation (sysauto_ b474af0fc3cdd210ff00ed23a140dda8) – Executes to gather Context Engine Data and then utilizes the weight and other attributes linked to the health metric configurations defined by the engagement health definition, which a specific engagement meets, to determine an engagement health score.
ALE Collection (sysauto_pa_ 921f5eae43a40210583599612bb8f2a8) is a Data Collector in Performance Analytics that captures the score associated with the ALE.Active Engagements Health Score indicator and some others. This value is recorded weekly and used to populate the health score history column visualizations in the CSM/FSM Configurable Workspace. This includes the Success Landing Page, the Health tab on the engagement to display the 12-week health score history, and near the account name at the top left of the engagement record.
Configuration
Data Sources and Engagement Health Definitions
- Configure Performance Analytics indicators and associate a breakdown for account. For more information about Performance Analytics refer to Appendix A.
- Define the data sources to be used, ensuring that the context for Engagement [sn_acct_lc_engagement] is added in the respective related list. Define color bands as necessary; while not required, they enhance usability when viewing health metrics in the workspace.
- For data collected by an indicator with Performance Analytics, set the source as PA Indicator, and configure the frequency, PA indicator, and Breakdown fields accordingly. Guardrails are in place to ensure that the values of frequency and breakdown align with the selected indicator.
- Ensure that each Indicator has the “Publish to Analytics Hub” or “Show in Library” option selected under the Access Control tab. The label of this field may vary depending on your instance version, but enabling it is required for the indicator to be visible in the Analytics Hub and available for use in dashboards or other visualizations.
- For external data sources, additional configurations are needed to write entries on the Context Engine Data table [sn_data_ctx_engine_data]. The record should indicate the data source, the account, engagement, value and date the value should be representative of.
For more information about Context Engine refer to Appendix A.
- Configure the Engagement Health Definition. The Customer Success application includes a global health definition, which acts as the default for any engagements that do not meet the criteria of other configured definitions. This ensures that all engagements have metrics for calculating the health score. Only one engagement health definition can be designated as the global configuration at a time.
- If other engagement health configurations are needed:
- Define when engagements should use a configuration by setting the condition. Health configurations are evaluated from the lowest to highest rank to determine which engagements match the related conditions.
- Configure the health metrics. Each new metric can reuse a data source but have unique attributes for target, weight, direction, and aggregate, specific to its engagement health definition.
- Publish the new engagement health definition.
- If other engagement health configurations are needed:
Color banding
The color banding in the CSM/FSM Configurable Workspace is defined by an ALE Choice named Global (sn_ti_core_ale_choice 7b8256b3438512105d26d1529ab8f2f4). The associated color values are stored on Color Bandings [sn_acct_lc_clr_banding] with the type of Global. These values determine the thresholds and colors for health scores.
Testing
Prerequisites
Performance Analytics Data - Testing requires available data for Performance Analytics to record scores. These scores and their breakdowns are essential for the Context Data Engine. Note that only data collected from the configuration point onward is analyzed daily, not historical data. When executed manually, only the previous day's scores are captured and analyzed.
- If the indicators intended for use in the health score already exist and have been recording scores, no further action is required.
- If the indicators are present but the data is missing, you can manually generate scores for the respective indicator by updating the associated score sheet. See Performance Analytics in Appendix A for more information.
- If neither the indicator nor the score for the data to be analyzed does not exist, please refer to step one in the Configuration Steps section of this document.
External Data – Verify that this data is present and correctly linked to the Account with the appropriate context record set. The start date and end date fields determine the days on which the data exists.
Executing
- Verify that the next run attribute on the data sources is in the past.
- Ensure the following jobs are active:
- Metric Engine Data Collection
- Engagement Health Score Calculation
- ALE Collection
- Execute the Metric Engine Data Collection scheduled job to populate the Context Data Engine Table. There should be new rows created for “today” only.
- Run the Engagement Health Score Calculation scheduled job. Upon completion, the context engine data related to health definition will be visible on the health tab of the engagement record.
- Execute the ALE Collection job. This will use the calculated health score from the engagement to update the scores associated with the ALE.Active Engagements Health Score indicator, which feeds the values displayed in the column and speedometer visualizations on the Success Landing page, Engagement Overview, and Engagement Health pages.
Troubleshooting
No new context engine data
- Navigate to the Health Definition Record and confirm that the health definition and associated data sources are published.
- For sources configured to use a PA Indicator
- Navigate to the indicator associated with the data source and click the Scores for this indicator related link at the bottom of the form. Confirm there is a score in the table for "yesterday". If no score is present, it can be manually entered or the data collector associated with the indicator can be executed. For formula indicators, navigate to the Contributing indicators related list and validate score information for any rows listed as "Automated". Formula indicator scores are evaluated at run-time using the scores from these supporting indicators and do not record their own scores. Note that other formula indicators may be listed as contributing indicators; open those formula-type indicators and verify their automated contributing indicators have the appropriate scores.
- For all automated indicators, ensure the “Publish to analytics hub” or “Show in library” option on the Access control tab is checked. The label of this field may vary depending on your instance version.
- For sources configured as external data
- Check any configurations responsible for writing to the Context Engine Data [sn_data_ctx_engine_data] table, which could include integrations, business rules, script includes, etc., to ensure the data is being written correctly.
Missing visualizations on the health
- This can occur when there is no data for the given source in the Context Engine Data [sn_data_ctx_engine_data] table for the engagement being viewed. See the "No new context engine data" section above for further guidance.
- Validate the Health Definition and associated Data Sources are published and active.
Appendix A
Performance Analytics
Configure Performance Analytics fundamentals on ServiceNow Docs site
Performance Analytics (PA) Fundamentals On Demand on NowLearning
Add or edit indicator scores manually
Domain separation and Performance Analytics
