---
sourceDocument: Yokohama Account Lifecycle Events
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/acct-lifecycle-events

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Account Lifecycle Events

ft:clusterId :

    - actle

bundleId :

    - actle

workflow :

    - Customer and Industry


---

# Health framework

# Health framework {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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 is stable or in decline. They can use key business and operational indicators to define and measure performance at a global level or
for specific engagements based on contractual needs. The health score of an engagement can provide insights and help customer success managers to identify trends and take action if required.  
The health score can be calculated using different metrics like CSAT score, product usage, and so on. 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 [Setup the engagement health definition](https://servicenow-prod.fluidtopics.net/fptwShFTWXm6_7arDYATqg "Use the engagement health definition to configure the metrics required to calculate the health score for 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/KKZ0zCPa8BO~5hVVeYMSGQ "Get an overall view of your success portfolio including your engagements, account status, escalations, and risks.").