Use one record to keep the approved source, reporting period, stated input, held interpretation, reviewer, evidence location, stop condition, and recheck together. It prepares an owner review; it does not define a health score, interpret an account, or trigger customer action.
A preparer may collect approved references, state what the source shows, and flag a gap or conflict. Authorized customer-success, data, product, privacy, security, finance, renewal, and support owners retain health-score definitions, scoring rules, access, interpretation, account prioritization, customer outreach, pricing, renewals, product work, privacy decisions, and customer-outcome decisions.
The source, held interpretation, owner route, evidence, communication boundary, and stop point stay easy to inspect.
Record the approved source reference, its owner, the stated review period, and a safe evidence location. Do not copy customer records, ticket transcripts, raw exports, credentials, recovery material, restricted screenshots, or private attachments into this record.
State the approved, source-linked input and flag a missing, conflicting, stale, or restricted reference. A preparer can record what the source shows; they cannot fill a gap through inference or change the source.
Hold the score definition, weighting, threshold, account interpretation, priority, outreach, renewal, pricing, product, privacy, and customer-outcome action for the named authorized owner.
Name the customer-success owner, any specialist reviewer, the permitted communication route, stop condition, safe decision reference, and business-set recheck. Default to no customer communication authority unless a written route says otherwise.
These fictional records show preparation only. On smaller screens, scroll the table sideways to read every field.
| Fictional record | Approved input | Held interpretation | Owner route | Evidence and recheck |
|---|---|---|---|---|
| Fictional record HSR-014: adoption-signal input | A written reporting definition and approved dashboard reference are linked for the stated review period. The preparer records the displayed input only, without a raw usage export or account data. | Any health label, threshold, weighting, risk conclusion, account priority, outreach, renewal action, or product recommendation is held for review. | A fictional customer-success owner reviews context. A data or system owner handles a definition or access question; the preparer does not decide what the input means. | Safe dashboard and definition references, owner decision reference, stop condition, and business-set recheck. |
| Fictional record HSR-029: support-history input | A written support-history review rule and approved limited ticket-summary reference are linked for the stated period. The preparer records the stated input and any unresolved source flag only. | Any judgment about sentiment, satisfaction, churn risk, service recovery, priority, compensation, or outreach is held for review. | A fictional customer-success owner reviews the input. A support owner decides ticket handling; privacy, security, finance, product, or account owners review matters in their area. | Safe summary and review-rule references, reviewer decision reference, stop condition, and business-set recheck. |
Paste this into the business's approved system. Use safe references, not customer data, ticket transcripts, raw exports, credentials, recovery material, restricted screenshots, private attachments, or access details.
CUSTOMER-SUCCESS HEALTH-SCORE SOURCE-REVIEW RECORD RECORD CONTROL Record owner: Safe account or cohort reference: Prepared by: Customer-success owner: Data, privacy, product, support, security, finance, renewal, or other reviewer, if needed: Review date: Status: [Draft / Under review / Held / Source confirmed by authorized owner / Rechecked / Superseded] APPROVED INPUT AND PERIOD Approved source reference: Source owner and date checked: Approved review period: Observed input or source-linked fact: Missing, conflicting, stale, restricted, or open source issue: Safe evidence location: BOUNDARY CHECK Does this request set or change a health-score definition, field, weight, threshold, segment, model, access rule, report, account status, priority, outreach, renewal, pricing, discount, product work, privacy treatment, or customer outcome? Held interpretation, score, or action: Named authorized owner and escalation reference: Customer communication authority: [None / Draft only under written rule / Authorized owner only] Stop condition: REVIEW AND RECHECK Authorized decision reference: Permitted next preparation step, if any: Recheck owner and date: Recheck outcome: This record prepares approved health-score inputs for review. It does not define, calculate, validate, interpret, publish, or change a health score; grant access; contact a customer; prioritize an account; decide outreach, pricing, renewal, product work, privacy treatment, or any customer outcome. Do not paste customer data, ticket transcripts, raw usage exports, credentials, recovery material, restricted screenshots, or private attachments here.
The full record stays visible and selectable. Nothing is uploaded or saved.
A preparer can collect approved references, state what they show, and flag a mismatch. The authorized owner decides what happens next.
Use the written escalation route when a request reaches score definitions, access, an account interpretation, outreach, renewal, pricing, product work, privacy, security, or a customer outcome.