What is it?

You can now create conditional scoring rules using "and" that award points only when multiple criteria are met. Check out this quick 🎥 video demo to learn more!

Two types of conditional scoring:

1. Cross-property criteria (Fit scoring): Combine multiple property criteria to award points only when all criteria are met for a single object.
   • Example: Subtract 10 points when a contact's Latest NPS survey ranking is less than or equal to "1" AND Contact priority is any of "high or very high"

   • 

2. Event-specific criteria (Engagement scoring): Award points when a specific event happens in a specific context for a single object.
   • Example: Add 1 point for when a call ends where the call and meeting type is known AND the Call duration is greater than or equal to "15 minutes"

   • 

Why does it matter?

Previously, health scores only supported single-criterion rules. While you could use segment (list) membership or workflow enrollment as workarounds for conditional logic, those approaches added friction and required you to leave the Customer Success workspace.

Now, you can create conditional scoring rules natively within health scores. This lets you capture compound qualifications for fit and contextual signals for engagement, resulting in more accurate health scores.

How does it work?

Check out this quick 🎥 video demo to learn more!

Steps:

1. In the Navigation Bar on the top, click to settings icon that will lead you to your HubSpot settings. Scroll down on the settings and click the Customer Success to get your Customer Success Settings.

2. In the Customer Success settings, navigate to the third tab > Health Scores.  Once there, you can see all of your current scoring settings. To add a new health score or to edit, press "Create a Health Score"

3. This is a starting point page for the scores, navigate through the template by clicking "take me to setup."

4. Once inside, click the "Calculations" tab on the top of the page. Once there, press the > on any of the groups below to see the calculations.

5. Lastly, add any conditionals!

To create fit rules, click “+ Add property group”. To create engagement rules, click “+ Add event group”,

To create conditional fit rules, click "+ Add Object", select an object such as "Company"

Then, click “Select a property”. Fill out all values for the first criteria.

Then click "+Add contact property" to add another condition.

To create conditional engagement rules, within an "Event Group" click “+ Add event criteria” and select an event type.

Here we selected "Call ended" as an event.

Using the new AND condition, we can also include the "Call duration"

Note that this is a single event at a single point in time where all of these specific criteria must be met for points to be awarded.

Who gets it?

Professional Customer Platform, Enterprise Customer Platform, Service Hub Professional, Service Hub Enterprise