Health Score & Scoring Settings
Org-wide configuration for how opportunities are sized and prioritized and how account health is scored, with live preview and CRM connection status
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Org-wide configuration for how opportunities are sized and prioritized and how account health is scored, with live preview and CRM connection status
Customer Intelligence ships with sensible defaults, but every business thinks about accounts differently. The Customer Intelligence settings panel lets you tune how opportunities are sized and prioritized, and how account health is scored — organization-wide.
Scoring that matches your business: A delivery-heavy services firm weights active projects and risk more; a growth-focused team weights pipeline and sentiment. Pick a preset, watch the live preview update against example accounts, and save — every account scores by your rules.
Where to find it: Settings -> Customer Intelligence. These settings apply across your whole organization and require manage permission to edit. They do not change what the Account Management Agent does — only how its findings are scored.
Each opportunity carries a T-shirt size; deal sizing maps each size to a representative dollar value used for the confidence-weighted pipeline.
Small (S)
$5,000
Medium (M)
$50,000
Large (L)
$100,000
Extra large (XL)
$250,000
Every opportunity gets a 0-100 priority score. These cutoffs decide what reads as High / Medium / Low.
High at or above
55
Score at or above this is High priority
Medium at or above
35
Score at or above this is Medium; below is Low
Stale after
21 days
An opportunity with no movement for this long is flagged stale
At-risk below
50
An account with a health score below this is flagged at-risk
Health starts at a baseline and adjusts for recent events. Each factor contributes a bonus or penalty per item, capped at a maximum impact — plus customer sentiment, which shifts the score up or down.
Baseline
—
—
Neutral starting score (default 60)
Alerts
-4
16
Recent risk alerts lower health
Milestones
+5
20
Recent achievements raise health
Active projects
+4
12
Active delivery raises health
Open opportunities
+2
8
Open pipeline raises health
Customer sentiment
—
±30
Sentiment shifts health linearly around neutral (50)
Sentiment maps linearly around neutral: a sentiment of 50 is no change, 100 adds the full positive impact, and 0 subtracts the full negative impact. Setting the sentiment max impact to 0 disables its contribution.
Why alerts are capped modestly: Alerts flag risk but don't carry a magnitude, so the defaults deliberately keep their impact bounded and give sentiment a leading role — preventing a flurry of minor alerts from dominating an otherwise healthy relationship.
Three presets adjust the health weights in one click:
Balanced
Even weighting with sentiment leading (the default)
Delivery-weighted
Active delivery and risk matter most
Growth-weighted
Momentum, pipeline, and sentiment matter most
As you adjust weights, a live preview scores a set of example accounts (e.g. a struggling, a steady, and a thriving account) so you can see how your settings play out before saving.
The settings panel also surfaces your organization's CRM connection status (your connected CRM — Salesforce, HubSpot, or Microsoft Dynamics — shown as Connected or Not connected), with a shortcut to connect or manage it. This makes it easy to confirm the data source powering Customer Intelligence right where you tune it. See CRM Sync.
Changing these values recomputes priority and pipeline immediately. Health scores update on each account's next agent run — historical numbers are not retroactively changed.
See how opportunities use these settings
Understand health vs. sentiment
Connect the CRM that feeds the portfolio
Learn what the agent records
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