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Account Scores and Rationales for Next Best Customer
Use the Score Explainability Information field on Territory Account Score records to define how rationales appear in the Next Best Customer component. The Score Explainability Information field stores a JSON containing the store explainability details for a Next Best Customer (NBC) score. The JSON structure allows you to show multiple reasons per category and optionally include a Salesforce chart for a visual representation of the data.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise and Unlimited Editions with Life Sciences Cloud, Life Sciences Cloud for Customer Engagement Add-on license, and the Life Sciences Customer Engagement managed package. |
If you’re using Next Best Customer from the Winter’26 release, you can continue to use the existing JSON structure in the Score Explainability Information field.
You can configure the display of categories, scores, reasons, and charts in the Next Best Customer component by using the JSON structure. The JSON contains one top-level array rationals.
{
"rationals": [ ... ]
}
Each item in the rationals array represents one metric that contributes to the overall NBC score, for example: Activity Plan, Digital Engagement, Sales Data, or Territory Changes.
| Field | Description |
|---|---|
| Category | Identifies the scoring category this rationale belongs to. |
| Score | (Optional) The numeric contribution of this category to the overall NBC score. |
| Reasons | (Optional) Human-readable explanations describing why this score was assigned. |
| Charts | (Optional) Embedded report references used to visualize supporting data |
Category
"category": "{ActivityPlan}"- Represents the scoring dimension or rule group used in the NBC logic.
- When the category value is wrapped in braces, it references a custom label to support localization and translation. If braces aren't used, the value is treated as a literal string.
- Used to group insights and display category headers.
Score (Optional)
"score": 70- Indicates the score contribution for a category.
- Represents the weighted score for each metric used in the scoring logic.
- Helps users understand the relative impact across categories.
- Score percentage is calculated by dividing category score by total category score. The Total Score field isn't used for calculating the percentage.
-
Note Category scores are exclusive to the Life Sciences Cloud mobile app and are not displayed on the web app.
Reasons (Optional)
"reasons": [
"Dr. Lydia Jones was recently added to the territory",
"Only 3 of 10 planned visits completed within this cycle.",
"Coverage is currently at 30%, below the expected pace."
]
- A list of plain-language explanations describing the factors influencing the score.
- Multiple reasons can be added for a single category to give more context.
Charts (Optional)
"charts": [
{
"type": "salesforce",
"id": "00Ofic000000OWHEA2",
"reportName": "Activity Plan Progress Report no Product",
"label": "Activity Plan Progress",
"showRefreshButton": true
}
]
- A visual representation of data to support the rationale.
- Rendered as embedded reports on the Next Best Customer component.
- Only two charts can shown on the Next Best Customer component. If more than two components are configured, only the first two charts are shown.
-
Note The charts functionality is currently exclusive to the Life Science Cloud mobile app.
Chart Attribute Description type The type of the chart. Currently only Salesforce charts are supported. id The ID of the Salesforce report used to retrieve the data for the rationale. reportName The internal name of the Salesforce report. label The title of the chart. showRefreshButton Determines whether users can refresh the chart data. When set to true, the Refresh and View Report actions are available on the chart.
{
"rationals": [
{
"category": "{ActivityPlan}",
"score": 70,
"reasons": [
"Dr. Lydia Jones was recently added to the territory in the latest realignment.",
"Only 3 of 10 planned visits completed within this cycle.",
"Coverage is currently at 30%, below the expected pace."
],
"charts": [
{
"type": "salesforce",
"id": "00Ofic000000OWHEA2",
"reportName": "Activity Plan Progress Report with Product",
"label": "Activity Plan Progress",
"showRefreshButton": true
}
]
},
{
"category": "Digital Interactions",
"score": 50,
"reasons": [],
"charts": []
}
]
}
