---
sourceDocument: Australia Customer Success Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/acct-lifecycle-events

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Customer Success Management

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# Health framework

# Health framework {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Define key business and operational indicators and their impact on the overall health of an engagement.

Customer success managers can use the health score to assess the status of an engagement, whether it's stable or in decline. They can use key business and operational indicators---sourced from internal data, external data lakes, or
integrated via Workflow Data Fabric---to define and measure performance at a global level or for specific engagements based on contractual needs. Any available or reachable data can contribute to deriving this score, providing flexible
insights. The health score of an engagement can provide insights and help customer success managers to identify trends and act if necessary.  
The health score can be calculated using different metrics like CSAT score and product usage. For example, you can calculate the health score for an engagement using the following metrics:{#account-lifeycle-health-frmwk__table_iwg_xdh_zdc__entry__2}

| Metric | Weight |
|-|-|
| CSAT score | 20% |
| Product usage | 30% |
| License utilization | 10% |
| Number of promoters (NPS score) | 20% |
| Number of orders created for product X | 20% |
[ ]

{#account-lifeycle-health-frmwk__table_iwg_xdh_zdc}The health score for the engagement is the total weight of all these metrics. See [Calculate the engagement health score](https://servicenow-prod.fluidtopics.net/9haD~O1DbFxMreCnyPIeXw "Use the Calculated metric data source to determine the health score of an engagement.") for details on how to configure the metrics to calculate the health score.

You can view the health score for a specific engagement or all engagements on the [Success portfolio dashboard](https://servicenow-prod.fluidtopics.net/WwIvWlkKcDNO3~GitWDP3g "Get an overall view of your success portfolio including your engagements, account status, escalations, and risks.").