What are scoring rules?

Why do we need multiple scoring rules?

1. Some businesses may require each team to use their own separate criteria to qualify a contact to get a better overall understanding of their behavior. 
2. Some businesses may want to score their lead separately for every product they show interest in, so they can align their marketing outreach according to the lead's interest at every stage in the sales process. 
   

Business scenarios

Scoring in a B2B business model

1. 3 points for opening an email
   
2. 5 points for registering for a webinar
   
3. 5 points for Twitter mentions
4. 10 points for attending a training
   

1. 10 points for working in the clothing industry
   
2. 5 points for working in the shoes and accessories industry
   
3. 10 points for being an international brand
4. 8 points for making a bulk purchase of raw material every month
5. 6 points for an annual turnover of more than US$100 million

1. 10 point for Vice President
   
2. 5 points for Manager
   
3. 3 points for Analyst
   

Scoring in multi-product and cross selling businesses

1. 10 points for high value frequent purchases
2. 6 points for high value infrequent purchases
3. 8 points for low value frequent purchases
4. 3 points for low value infrequent purchases

1. 8 points for B2B
   
2. 5 points for B2C
   
3. 9 points if the industry type is IT
   
4. 2 points if the industry type is Furnishing
   

Scoring for multiple customer touchpoints

1. 10 points for clicking on a promotion
   
2. 5 points for opening an email
   
3. - 10 for not attending a webinar
   
4. 10 points for downloading an ebook
   
5. 5 points for attending conference

Configuring multiple scoring rules

1. Name the rule.
   
2. Choose the module you want to create the rule for.
3. Select the layout the rule will apply to. You can also choose to apply the rule to all the layouts in the module. 
4. Set criteria to add or subtract points. For example, a contact who is referred by one of your reliable customers can be given additional points. 
5. Select the touchpoints and give scores for every interaction. The following fields will be displayed:
1. Email insights: opened, clicked, and bounced
   Emails sent from CRM are considered. 
   
2. Survey: responded and visited.
   
3. Backstage: purchase, check-in, and cancellation
   
4. Webinar: registration
   
5. Campaigns: emails opened, clicked, and bounced.
   This only considers emails sent from Zoho Campaigns.
   
6. Configure and map scores to fields you want to see in the record detail page. You can add all the scoring categories (positive score, positive touchpoint score, negative score, negative touchpoint score, total touchpoints score, and total score) as fields in the record or add only the desired ones. Click here to learn more about viewing scores in a record.

Note

1. Fields from other Zoho services (Backstage, Survey, Webinar, Social, and Campaigns, Desk), Telephony, Mailchimp will be displayed only if the CRM account is integrated with these applications. For example, you can set scoring rules based on Calls only if the Telephony integration is enabled. Similarly, you can set scoring rules for Facebook or Twitter only if Social integration is enabled. 
   
2. While setting up a new scoring rule, you can choose if the new configuration must apply to the older records as well. 
   
3. The touchpoint scores can be configured only for the leads and contacts modules, where interaction with prospects is possible.
   
4. For accounts, deals, and custom modules (including people-based modules), you cannot configure scores for touchpoints. 

To configure multiple scoring rules

1. Go to Setup > Automation > Scoring Rule .
   
2. Click New Scoring Rule .
   
3. In Create Scoring Rules page, enter the Rule name .
   
4. Select a module for which the rule is been created.
   
5. Choose a Layout from the drop-down list.
   
6. Enter description if needed.
   
7. Click Next .
   
8. Click Add Criteria and select the field and value.
   This is an optional step.
9. Check Add or Subtract and enter the points .
   
10. Click Done .
    
11. Select the applications from the list of available integrations (eg., email insights, webinar etc.).
    
12. Check the required fields, select either  Add or Subtract, and enter the score points .
    
13. Click Save .
    
14. In the Would you like to add score fields to the records? option, click Yes , proceed button to create fields and map them with scores. 
    
    
1. Add the desired field name and select the score from the drop-down. 
   
15. Click on the + icon to add another field and click Save .
16. In the Update Old Record popup, choose either   update old records or continue without updating .
    Only those records that were created or modified in the past 6 months will be updated.
    

Notes:

1. The score property, once mapped to a custom field, cannot be edited.
   
2. You can add upto six fields per rule.
   
3. The fields that are added to the record will consume the custom fields limits of numeric field type.
4. These fields will be displayed only if that layout or module has a rule configured.
5. The scores will be displayed as related lists at all times, invariably whether if you have configured custom fields or not.
6. If a scoring rule field is utilized in a lookup filter within a custom field, it's essential to note that the associated scoring rule cannot be deleted unless the custom field or lookup filter using the scoring field is removed. To delete a Scoring Rule, the user must first remove the custom field or lookup filter that relies on the scoring field specified in the scoring rule.

Viewing scores of Leads, Accounts, Contacts, Deals, and Custom Modules

Scores for every record can be viewed on the record's detail page. The scores are categorized as:

1. Positive Score 
   
2. Negative Score
   
3. Positive Touchpoint Score - The total positive scores obtained from all the touchpoints.
   
4. Negative Touchpoint Score - The total negative scores obtained from all the touchpoints.
   
5. Total Touchpoints score - The difference of positive and negative touchpoint scores. 
   
6. Total score - Sum of the overall score.

If the score cannot be computed, it will be shown as zero. 

The positive, negative, and total touchpoint scores can be viewed only in the records of the people-based modules like  Leads  and  Contacts . 

A graphical representation of the scoring.

However, the touchpoint scores will not be displayed for Accounts , Deals , and  Custom Modules  (including people-based custom modules) because records in these modules are information about the leads or contacts.

Filter and search for a rule

Enter the name of a rule in the search bar on the Scoring Rule list view to look up a particular rule. You can also filter the rules based on their status by clicking the filter icon next to All Status .

Cloning or deleting scoring rules

1. Go to Setup > Automation > Scoring rule .
   
2. Hover over the rule you want to clone or delete in the Scoring Rule list view.
3. Click the More icon and choose either  Clone or Delete .
   
1. Clone: Make the required edits to the cloned rule and click  Save .
   
2. Delete: Confirm that you want to delete rule.
   
   

Deactivating a scoring rule