CRM Help

Scoring Rules

The scoring rules help you prioritize leads, contacts, accounts, and deals based on the record properties, like fields, calls, emails, social signals, etc. You can assign positive and negative points to each property while defining a scoring rule and all these individual points makes up to a total score dynamically when a record is created or modified.

Let us look at some examples for giving scores:

  • Leads from Health care industry or leads with annual revenue of over 100,000$ are your prime prospects. You can prioritize these leads by scoring them higher based on the corresponding fields.
  • When a contact opens your email and clicks the links or follows you on Facebook, it is evident that they are interested in what you are offering. You can make sure to keep them on top of all your other deals by scoring them based on such actions.
  • You can also attribute negative scores to records based on certain actions. For example: when a contact leaves a bad feedback or when the email you send gets bounced.

Availability

Permission Required: Module Customization permission in profile.

Supported Modules

  • Leads
  • Accounts
  • Contacts
  • Deals

Setting up Scoring Rules

To set up a scoring rule

  1. Click Settings > Setup > Automation > Scoring Rules.
  2. Select a module from the drop-down list for which you want to set scoring rules. 
  3. Under [Module] Fields click +Add.
  4. In the [Module] Score - Choose Criteria pop-up, select the desired combination and do the following:
      • Select Add or Subtract and specify the points that you want to be added or subtracted to the record when the record satisfies the above chosen criteria. You can also click + for AND rule combinations.
    • Click Save.
      Repeat the steps to add more rules under the [Module] Fields.
  5. Under Emails, click +Add to add scores based on email actions.
  6. In the Email Insights score - choose criteria pop-up do the following:
      • Select the checkbox to add your preferred criteria.
      • Select Add or Subtract from the drop-down list and specify the points that you want to be added or subtracted to the record when the record satisfies the criteria. You can select one or more entries and modify score points to be added or subtracted from the list of predefined criteria.
    • Click Save
  7. Repeat the same steps for Calls to add criteria for scores based on call actions.
  8. Under Social-Facebook, choose the right page for which you would like to set criteria and click +Add.
  9. In the Facebook Score - Choose Criteria pop-up, do the following
    • Select the checkbox to select your preferred criteria.
    • Select Add or Subtract from the drop-down list and specify the points that you want to be added to the record when the record satisfies the criteria. You can select one or more entries and modify them from the list of predefined criteria.
    • Click Save.
  10. Repeat the same steps for Social-Twitter, Survey, Campaign and Support.
    Once you have set the scoring rules, they will be applied automatically for all the records in your CRM account going forward.
    Click Run Scoring Rules for all Records button to apply these rules for all the records that were previously added.

Viewing Scores

Three new fields

Once you have set your scoring rules, each record's scores can be viewed as fields in the record details page. Three new fields: Score, Positive Score, Negative Score are added to the respective modules for which you set up the scoring rules. These field names cannot be modified.

Scores in business card view

You can also customize your list view and business card view to include the scores of the records. That way, you can have a quick glance at the score and prioritize your tasks accordingly.

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 positive and negative scores 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, Contact 2 could be a little trickier to handle. Let's see why.

A higher positive score could mean that the contact is really into your business or is a very hot prospect. Yet an equally higher negative score could mean that he is annoyed for no prompt response for his multiple emails and calls. Either that or he could have left a bad feedback.

Either ways, checking the positive and negative scores separately would give you a heads-up and you can prepare to interact with the customer accordingly.

Deleting 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

  1. Click Settings > Setup > Automation > Scoring Rules.
  2. Hover your mouse pointer to the rule that you want to delete, and click on the Delete icon.

Note

    • While setting up a scoring rule, the options: Emails, Calls, Social, Survey, Campaigns and Support are listed only if the respective integrations are enabled. 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 based actions only if the Zoho Social integration is enabled.
    • You can set upto 25 rule entries for each rule under [Module] Fields.
    • You can add or subtract 1-10 points in each rule.

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