Configure health profiles

1. Trigger playbooks based on a customer's health status
2. Understand health of total account base, divided by account segment
3. Track health trend per account

1. Navigate to Settings > Health.
2. Click Create a Weighted Health Score.
3. Choose single or multiple setup.
   • If setting up multiple health profiles, choose the secondary field you want to use for creating a unique health configuration per field value. 
4. Click Next.
   You can now define the properties of the profile(s).

1. Within the health profile, click Options (...) > Edit (if not already in edit mode).
2. Choose which profile to configure (if using multiple profiles).
   
   You can also copy from an existing profile to avoid starting from scratch.
3. On the Segments tab, optionally define health score segments by adding filter logic. For example, you may choose to omit scoring accounts in a particular stage or that are churning. Omitted accounts will not have a health score.
   
   

   If an account falls out of the segment (e.g., a paying customer churns), it retains the last weighted health score at the time it left the segment.

4. On the Overrides tab, optionally define health score overrides for each health status by adding filter logic. For example, you may add an "at risk" override when the CSM sentiment is red. When the CSM sentiment value is updated to red on the account, the account's health automatically updates to at risk, regardless of the primary calculation used in health groups.
   
5. On the Groups tab, click +Add Group to group similar field inputs and prioritize the most important things to your company (up to 10 groups). 
6. Within a group, define the first input (see how inputs are scored). You can choose an unlimited number of inputs per group, but we recommend a maximum of 5 fields.
   • Choose an account field. (Rich text, team member, and time fields are not supported.)
   • Set the relation and value for the Healthy condition
   • Set the relation and value for the At risk condition
7. Add more inputs as needed. For each group that has multiple inputs, each field will receive a numeric health score on a scale from 1-10. Use advanced settings to choose how to calculate the overall group score:
   
   • Average the inputs as the group score
   • Use the highest input as the group score
   • Use the lowest input as the group score
8. Add more groups as needed. Once you have the groups you want, weight them by selecting a percentage using the sliding scale (in 5% increments). The total value updates as you slide (no greater than 100%).
   
9. When the percentages across all groups total to 100%, click Preview Score.
   Catalyst calculates a 1-10 score for the field score for:
   • Each input (field calculation)
   • Each group, with multiple inputs (group calculation)
   • Total account score, weighted for all groups (account calculation) 
     
10. Hover over the health trend to view a preview of how one of your account's health trend looks under this calculation. Big fluxes in change may indicate an area to expand the threshold.
11. Click Publish Score.
    After initial setup, this may take a few minutes to apply to your accounts.
12. If your health setup includes multiple profiles, use the drop-down to configure groups and inputs for each type. Be sure to publish each one.
    
13. If you are syncing Catalyst health to Salesforce, be sure to configure the new health fields.

On the weighted health overview page, view the number of accounts in each profile that qualify for each health status. Your teams can also monitor customer health for their accounts.