Scoring rules help you prioritize leads, contacts, accounts, and deals based on record properties like fields, and customer touch points such as calls, emails, social signals, etc. You can assign positive and negative points to each property while defining a scoring rule. These individual points add up dynamically to a total score when a record is created or modified.
Once you have set your scoring rules, each record's scores can be viewed in the record details page.
Score Summary Section
A new section called Score Summary is added with a detailed summary of the record's score. This section includes fields like Score, Positive Score, Negative Score, Touchpoint Score, Positive Touchpoint Score and Negative Touchpoint Score. While the Touchpoint Score fields display the scores based on customer interactions (SalesSignals) such as calls, emails, survey, social, etc., the Score fields display the sum total of all the record properties including the record fields and customer interactions.
The fields in this section cannot be modified.
Positive and negative scores
Each score is a combination of positive and negative score points. Viewing the total score can help you with an overall understanding of the record's priority, however looking at the score summary individually is equally important. While the total scores could be similar, what really makes up to these scores make all the difference in your interactions. Let's look at an example.
Here are two contacts with very similar Scores.
In this case, Kiley could be a little trickier to handle. Let's see why.
A higher Positive Score may mean that the contact is really into your business or is a very hot prospect. Yet an equally higher negative Touchpoint Score might mean that she is annoyed at not getting prompt responses for her emails and calls. Either that or she could have left a bad feedback.
Checking the positive and negative touchpoint scores would give you a heads-up so that you can prepare to interact with the customer accordingly.
Delete Scoring Rules
If all the scoring rules for a particular module is deleted, the score based fields for the respective module will be automatically removed.
To delete a scoring rule
- Go to Setup > Automation > Scoring Rules.
- Hover your mouse pointer to the rule that you want to delete, and click on the Delete icon.