New Account Insights view
New Account Insights view powered with the next-gen Account Health Scoring model, built on parameters that matter most for the health of your account such as case trend, escalation trend, case sentiments, engineering issues, etc. Support Managers, Account Managers and Customer Success Managers can now get a quick pulse of the Account Health, including the factors & cases that are negatively impacting the Account Health and proactively address the broader issues occurring at the Account level.
Account Hub Overview
Account Health Score model is based on a configurable set of predetermined contribution factors which fall broadly into 5 categories.
Case Trend determined by volume and spike/dip
Business Impact determined by case severity, case escalations, etc.
Product Complexity determined by engineering issues
Support Quality & Efficiency determined by resolution time, case activity, etc.
Customer Experience determined by customer signals & scores
Besides viewing the current snapshot of the Account Health, users can also look at the historical trend of the Account Health Score and a timeline of key events such as escalations, churn risks etc.
Account Insights view also provides a comprehensive view of all the support data associated with the account such as case trend, signals etc. Users can identify Account level patterns and issues by grouping, filtering and sorting cases based on various case level parameters such as signals, support teams, region, priority, etc.
Account Hub Support View
Application-wide account-related filters
Support Managers, Account Managers and Customer Success Managers can now easily filter cases that are relevant to them based on Account fields via the Global filter. Besides Account fields, users can also filter based on Account scores using the Global filter.
Global Filtering based on Account fields
Global Filtering based on Account Health Score
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