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Leveraging Account Health Score in Virtual Queues

Modified on Mon, 3 Jun at 8:01 PM

Purpose

Organizations can leverage the SupportLogic Account Health Score (AHS) as an attribute for routing cases to one support team versus another. 

Summary


To leverage the AHS as a Virtual Queue attribute, you need to do the following:

1. Create a field in your CRM to store the SupportLogic Account Health Score (AHS).
2. Configure SupportLogic for CRM write backs and ensure that you include the AHS as a custom field.
3. Open a Support ticket (if already live) or contact your System Architect (if you are implementing SupportLogic) as they will need to configure the mappings between SupportLogic and your CRM.
4. Configure the new AHS field is set to "Show in Filters" under the Control Center > Settings > Fields > Case tab.
5. Use the AHS when defining the conditions for your Virtual Queue under Assignment Queues.



Why Use the Account Health Score?

The AHS provides insights into the health of your customers and, when leveraging SupportLogic ML insights, enables you to route customer cases considering what your customers feel about your organization, whether they are a churn risk and if they may have a negative image of your support services to date. 


Using the AHS in conjunction with Escalation Management and the Negative Sentiment Workflow in SupportLogic enables you to better manage your customer's overall relationship with your organization.


Overview

Review the animation below for the high-level process to follow to enable AHS in order to route cases in a Virtual Queue:


Animated process overview


Steps to Implementing the AHS for Virtual Queues

Steps to Complete;

  1. Create a custom field in your CRM to store the AHS coming from SupportLogic.
  2. Ensure the CRM write back is configured and enabled for the source CRM under Control Center > Settings > Application Settings in SupportLogic.
    • Include the Account Health Score as one of the enabled write-back fields to the CRM for all cases (there is a checkbox for this).
    • One of our SupportLogic Technical Account Managers or System Architects will need to assist you with ingesting the field via FiveTran and mapping it within SupportLogic
  3. Verify that in the CRM that the SupportLogic Account Health Score is being consistently populated in your CRM.
  4. After confirming that write backs are happening consistently, add a new custom field in SupportLogic under Control Center > Settings > Fields > Case tab. This field should pull the populated Account Health Score now being stored in the CRM. 
  5. Make sure that the “Show in Filters” toggle is turned on in the Settings section for this new field.
  6.  Verify that the AHS is correct within SupportLogic and consistently  being updated between the two systems.
  7. Then in Assignment Queues, create a new Virtual Queue and leverage the custom AHS field values. This will be a little repetitive as you will need to "or" statements to build up a range of values for each Virtual Queue.

For example, let's say you want to have any account with a Health Score from 1 - 4 routed to a specific team you will need to add the criteria :

  • The AHS scores will come through as a numeric value, so you will need to add the criteria for each value in Step 3. Case fields to form a group. 
  • Using the AHS case field, you would need to select each value (from 1 - 4) individually and make sure to use the "or" operator between each of them.  This process will need to be repeated until you have each number between 1 and 100 add to a specific Virtual Queue.


  • This process only has to be set up once when defining the Virtual Queue(s).


Once completed, you should now be able to route cases based on the AHS provided for each customer as cases are recommended or automatically assigned to different queues within your support organization. 


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