Improved Health Score Side Card Score Breakdown
Monday, September 28, 2026
What it is
The health score side card now shows a breakdown of the signals behind a customer's score, based on the groups set up in the health score configuration.
Why it matters
When a score changes, it is hard to know why without digging into the configuration. The breakdown shows which signals push the score up or down, for example a minus six for low meeting frequency, so you can triage customer health at a glance.
The Take
Casey picked this one partly because she was not sure what all the words in the title meant, and the answer turns out to be useful. The side card now shows the signals behind a customer's health score, grouped the way your configuration groups them, so a 55 that includes a minus six for low meeting frequency says so right on the record.
Why a score is what it is comes up constantly, and the card is the best place to answer it, since lead scoring already works this way. Users should never have to dig into configuration settings to understand a score they are being asked to act on, and until now that is exactly what they had to do. Live for Service Hub Professional and Enterprise; worth pointing your customer success team at it this week.
Watch Us Discuss This
The full segment from the show, us working through this update start to finish.
Produced by Value-First Media