Transcript
In this video, we’ll create a new health profile using the “Account Health” model. Major topics include segment and metrics criteria, profile order, and recalculating health.
In a previous video, we discussed the difference between Account Health and Multidimensional Health. We also discussed the best practices for choosing health indicators. Now let’s put it all together!
In our scenario, let’s replicate the default “Account Health” profile and then customize it for our Tier 3 accounts, or Enterprise level. Within the Health Designer–under the Data Management Settings menu–I can click New Profile to start from scratch–note the options to choose the order, or I can click the ellipses under an existing profile and duplicate it–which will copy the new profile below the current position. We’ll come back to profile order later.
If you are copying from an Active profile, you may want to disable your new profile before you save changes. But don’t worry–changes to Health going forward are applied on a nightly basis, so you *can* edit an active profile without applying changes immediately. Once I click into the new profile, I can click to Edit it.
I’ll update the name. And then I’ll choose the Account Type(s) to which this profile applies. In my example, I have a flat account type where every profile is set to “Company,” but your instance may have multiple account types or hierarchies. In those cases, it might make sense to create separate health profiles for different account types.
The other way to tell Totango when to apply this profile is to use account-specific criteria, just like you would to create a new segment. Remember, our scenario is that we’re creating this profile just for our Tier 3 accounts, so we’ll add that attribute/value combination to our criteria. Now let’s customize the health definition.
Not every metric needs to go into the calculations for both good and poor; sometimes you just want to add criteria for one column. The check marks allow you to toggle on or off per column.
You may also note that every included metric in the Good column uses an “AND” operator. This means that every criteria in this column must be true in order for the account to be in GOOD health.
On the other hand, the Poor column uses “OR” operators. This means that if even one criteria is true in this column, the account will be in POOR health. If neither criteria is met for any of these metrics, the account will be in AVERAGE health.
To add a new metric, click Add Metric. In our example, the reason we want to have a different profile for our Tier 3 accounts is because the volume and depth of usage is much higher than our small business tiers. So we’ll add a metric specific to enabled users.
Then, we can set the criteria. In our made up scenario, that number should be at least 4–since we’ve done some made up analysis for expectations of Tier 3 accounts. However, let’s leave this attribute out of the POOR column so that we don’t consider it negative to NOT have 4 users. Let’s click Done Editing, and then click Save.
Because our profile is still disabled, we are unable to preview how it will affect our accounts yet. Before we do, let’s address profile order. The order applies to enabled profiles, and it means that Totango uses the first profile in the list to determine whether an account qualifies. If it doesn’t, Totango keeps moving through the health profiles until there is a match. Once an account matches one of these health profiles, that is the profile that gets applied.
In our example, we only have one enabled profile AND it is segmented for all paying accounts–so our Tier 3 customers would already fall into *this* segmentation, so the new Tier 3 profile wouldn’t even get considered. So, we could either modify the default health profile to specifically remove Tier 3 from the criteria–or a better option is to move our new Tier 3 profile above the default.
First, I’m going to enable the profile so you can see the order applied. Then, I will drag-and-drop it to the top of the list. When I click into the Tier 3 profile, I can see that there are 15 accounts that match my criteria and will have this health profile applied. I can even click Preview to see what their current health is at, under the default and see how the new profile will affect the ranking. I like what I see, so I’m going to save my work.
Now, when I click the default health profile, instead of all my accounts, now have a subset–whatever paying accounts did not already match the Tier 3 profile (i.e. Tiers 1 and 2). A final note about enabling a health profile–even though we can see the changes within the health designer, the new profile won’t apply within the account profile going forward until health is recalculated on a nightly basis.
If I want to recalculate health retroactively, I can click Recalculate Health to run that process, which may take some time, depending on the number of accounts you have and how far back you choose.
Once either of those processes are complete, I can go to one of my Tier 3 accounts and see when the new profile is applied. I can also look back historically to see which profile was applied in the past.
