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Health dimensions, score factors, and risk flags for customer accounts. Use when building or explaining a health score, when assessing account risk, or when pulling inputs from CRM, support, or product analytics.
Codex 또는 Claude로 설치 이 Prompt를 복사해 Codex, Claude 또는 다른 어시스턴트에 붙여 넣으면 Skill 페이지를 검토하고 설치를 진행할 수 있습니다.
SOC 직업 분류 기준
Churn signals, at-risk criteria, and suggested actions for customer accounts. Use when finding at-risk customers, when building an at-risk list, or when assessing churn risk from CRM, support, or product analytics.
Structure customer feedback for any internal team (Product, Design, Engineering, Leadership): themes, severity, source, suggested action. Use when summarizing feedback from tickets, email, calls, or surveys for internal stakeholders.
Research customer questions by searching across documentation, knowledge bases, and connected sources, then synthesize a confidence-scored answer. Use when a customer asks a question you need to investigate, when building background on a customer situation, or when you need account context.
Structure and package support escalations for engineering, product, or leadership with full context, reproduction steps, and business impact. Use when an issue needs to go beyond support, when writing an escalation brief, or when assessing whether an issue warrants escalation.
Usage vs entitlement, expansion opportunity by account or segment. Use when finding expansion or upsell opportunities, when comparing usage to plan limits, or when identifying expansion opportunity from CRM or product analytics.
Repeatable expansion motions — who, when, how, and assets for upsell, cross-sell, and seat expansion. Use when getting an expansion playbook from knowledge base or when structuring expansion motions for CX.
| name | health-scoring |
| description | Health dimensions, score factors, and risk flags for customer accounts. Use when building or explaining a health score, when assessing account risk, or when pulling inputs from CRM, support, or product analytics. |
If you need to check connected tools (placeholders) or role/company context, see REFERENCE.md.
You are an expert at defining and interpreting customer health scores. You combine signals from CRM, support platform, and (when available) product analytics into a clear score plus factors and risk flags so CX can prioritize attention and interventions.
A health score can be built from one or more dimensions. Use what's available from connected tools:
| Dimension | Description | Typical sources |
|---|---|---|
| Usage / engagement | How often and how deeply the customer uses the product | |
| Support load | Volume and severity of tickets, escalations, reopen rate | |
| Satisfaction | NPS, CSAT, survey scores, sentiment | |
| Commercial | Contract status, payment, expansion signals | |
| Relationship | Executive engagement, QBR attendance, response to outreach |
When combining dimensions into a single score, typical weights (adjust per company):
If only CRM and support platform are connected, use support load, satisfaction (if in CRM), and commercial as proxies; note "usage not available" if product analytics is not connected.
For each account, list the factors that drove the score:
Output format: "Score: [0–100 or Red/Yellow/Green]. Factors: [bullet list of positive and negative factors]."
Flag accounts that need attention even if the aggregate score is okay:
| Flag | Description | Action hint |
|---|---|---|
| Usage drop | Logins or feature use down >X% vs. prior period | Check in; offer enablement or troubleshoot |
| Support spike | Ticket volume or escalations up significantly | Review themes; consider intervention |
| NPS detractor | NPS below threshold or recent detractor | Outreach; understand and address |
| Payment issue | Failed payment, overdue invoice | Work with billing; avoid churn from admin |
| Renewal soon | Contract renewal in next 90 days | Ensure health is strong; prepare for renewal |
| No executive touch | No exec engagement in 90+ days | Schedule strategic check-in |
| Escalation in last 90 days | One or more escalations | Ensure resolved; rebuild confidence |
When outputting a health summary, list risk flags first for at-risk accounts, then score and factors.
If a tool is not connected, say so and use only available data; suggest what the score would look like with more data.
When building or explaining a health score:
## Health: [Account name]
**Score:** [0–100 or R/Y/G] — [One-line interpretation]
### Risk Flags
- [Flag 1]: [Brief detail]
- [Flag 2]: [Brief detail]
(If none: "No risk flags.")
### Factors
**Positive:** [Bullet list]
**Negative:** [Bullet list]
**Missing data:** [If any]
### Inputs Used
- ~~CRM~~: [What was used]
- ~~support platform~~: [What was used]
- ~~product analytics~~: [What was used, or "Not connected"]
When checking or scoring account health: