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 Companies, then the Companies' Health Scores could drop or increase which may trigger notifications and automations etc., 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
In upgraded Planhat (ws.planhat.com), Health is considered a specialist field on the Company model. To configure Health Profiles:
Go to the "Data" Global Tool
Ensure "Companies" is selected in the "Models" list
Click on the "Fields" tab
Click on the "Health" field
This will open up a modal like this:
Click the image to view it enlarged
Note: if you haven't configured any Health Profiles yet, you will just see the Default Profile.
You can edit any existing Health Profile by clicking on its name on the left and then configuring the Health Factors on the right, or you can create a brand new Health Profile by clicking "+ New Profile" in the bottom right of the modal (shown above).
For each Health Profile, you can set:
Title (shown in the top left of the screenshot above): click into the name of the Health Profile to edit it
Filter (shown in the top middle of the screenshot above): here you can select a Company Global Filter. (Global Filters are configured in the "Data" Global Tool.) This means you can automatically apply a specific Health Profile to a particular group of Companies, such as Companies in the Enterprise Tier, or the Onboarding Phase, and so on
+ Add Factor (shown in the bottom left of the screenshot above): click on "+ Add Factor" to add a new Health Factor to be part of your Health Profile. This opens up a form like this (screenshot below), where you can build the rule
Option: this is a dropdown list of system and custom fields, Metrics (time-series data) and End User Global Filters - select which one you would like to include in this Health Factor
Second dropdown menu: this contains the following options: less than, more than, equal to, not equal to, linear and linear (bounded)
Value(s): enter positive or negative values here, e.g. Last Touch was more than 5 days ago, or CSM Score is between 1 and 5
Then change health by: select what impact this factor will have on the Health Score
No change if value is empty: if this toggle switch is off, there will be an impact to the Health Score if the value is empty
📌 Important to note:
Each Company can only have one Health Profile applied at a time, which is what calculates their Health Score. If a Company matches the filters of multiple Health Scores, we work from the top of the list of Health Profiles and work downwards - so the first one that matches will be the one that applies.
So, taking the example set of Health Profiles below, if there is a Company that's in the Onboarding Phase and the Enterprise Tier, it will initially have the Onboarding Health Profile applied while it is in the Onboarding Phase because that's the top/first one, and then once the Company moves out of Onboarding, it will no longer meet the filter of the Onboarding Health Profile, so it will have the Enterprise Health Profile applied instead.
🚀 Quick tip:
If you click on the ellipsis symbol next to a Health Profile, you will see that you have option to remove or clone (copy) the Profile.
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 👍