Planhat's health profiles give you the ability to apply rules to a specific segment of customers and those rules can have a negative or positive impact on the health score.
📌 Important to note: health scores are usually monitored very closely so please be careful when creating health profiles. If you were to make a change to an existing health profile or apply a health profile to many customers then the customers' health scores could drop or increase which may trigger: alerts, triggers and automations which could cause a bit of a mess.
With that in mind, grab a coffee and let's get started 🤓!
How to Create a Health Profile
Go to the "Customer Intelligence" module and click on "Health Lab"
Click on the blue "+" icon at the top of the page
You should instantly see that a new health profile has been created. By default we will filter on all of your accounts and we will set the health score to a neutral "5". There's a few things that you can do now:
Title: click on your health profile and at the top of the page you should see a title that says something like "Profile 1". Double click on that and rename your health profile
Filter: below the health profile title in purple you should see the filter which is set to "All accounts" by default. If you click on that, you will have the option to select another filter that exists on the "Data" module > "Companies page (the filter must be public). If you would like to learn more about Planhat's filters then check out this article
+ Add Factor: click on "+ Add Factor" which is located just below the bar chart. You will now be presented with a few different options:
First drop down menu: this contains a list of system and custom fields, calculated metrics and end-user filters that you can use in your health score calculations
Second drop down menu: this contains the following options: less than, more than, equal to, not equal to, linear and linear (bounded)
Value: enter a positive or negative value here e.g. last touch was more than "5" days ago
Impact: select what impact this factor will have on the health score. We don't recommend going beyond -5/+5, the system will make adjustments but we advice staying between those ranges
No impact if value is empty: by default, this setting is disabled which means there will be an impact to the health score if the value is empty
🚀 Quick tip: click on "Simulate Update" to see the impact that the new/updated factor will have on the accounts within that profile. If you're happy with the changes then click "Update".
📌 Important to note: accounts can only belong to one health profile at a time and we work from the top downwards. For example, if you have three health profiles and "Account A" matches all of those health profiles then the first health profile will be applied.
Health profile 1: Account A will have this health profile applied because it matches the profile and it's the first profile in the list.
Health profile 2: Account A also matches this health profile but it won't be applied because it already has "Health profile 1" applied to it.
Health profile 3: Account A also matches this health profile but it won't be applied because it already has "Health profile 1" applied to it.
If you dragged "Health profile 3" to the top of the list, "Account A" would then have "Health profile 3" applied.
🚀 Quick tip: hover over your health profile, click on the ellipsis icon and you will see that you have the option to remove and clone the profile. Cloning the profile is incredibly useful especially if you have a lot of factors set up.
If you would like to know more about health factors or how health scores are calculated then check out these articles: Setting Up Your Health Factors & How Health is Calculated 👍