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Monthly CX update

The Monthly CX Update is a guided wizard that walks you through refreshing an account's health picture for the month: ten health indicators, an overall sentiment score, a handful of renewal-related fields, and an executive summary entry. It is not a document you draft and copy, it is the flow that actually updates the account's posture in Salesforce.

How the due date works

Upsight tracks which accounts have a completed update for the current month and surfaces a reminder banner (top of the Dashboard, "Monthly CX Updates, N remaining") starting from a configured day of the month. Set the due day in Settings under General, "Monthly CX Update" (see Settings). The app does not enforce a strict deadline. It just keeps the banner, and each account's count toward it, visible until that account's update is submitted.

Starting the wizard

Click Start on the Dashboard banner to walk every remaining account in turn. To update a single account instead, open it and use its Overview tab quick actions to launch the wizard scoped to just that account.

Working through an account

For each account the wizard shows:

  • Ten health indicators (Consumption, Enterprise Features, Kong OSS Present, Critical Use Cases, Customer Business Health, Relationship Health, Technical Engagement, Platform Play, Value Realization, Active Project), each a Red/Yellow/Green status plus a free-text comment.
  • Account Health Score, a sentiment status and comment, tracked separately from the ten indicators.
  • CX Play, Notes for Support, Expected Production Date, Renewal Risk Level, Customer Stage, and ARR Churn Forecast. Renewal Risk Level and ARR Churn Forecast route to the account's next open renewal opportunity and only appear when one exists.
  • Executive summary, a free-text entry that gets prepended (with your name and the date) to the account's running exec-summary notes rather than replacing them.

Every field shows the account's current value alongside the one you are editing, so you can see exactly what would change.

Using AI suggestions

Each indicator, the sentiment score, and the executive summary have their own Generate button that asks your configured AI binary for a suggested status and comment from the account's current data. A field generates independently of the others, so one slow or failed generation does not hold up the rest. Review every suggestion before accepting it. Nothing saves until you accept a field or type over it yourself.

Saving and moving to the next account

  • Submit & next writes every changed field back to Salesforce, marks this account's update complete for the month (clearing it from the reminder count), and advances to the next account.
  • Skip account advances without saving anything for this account.
  • Save & close saves whatever you have entered so far without marking the month complete and without advancing, so you can pick the account back up later from where you left off.

A running count of changes sits in the footer; click it to review, and revert, any single pending edit before you submit.

When you reach the last account, the wizard shows how many accounts were saved, skipped, or could not be saved (a genuine Salesforce load failure, distinct from a deliberate skip) before returning you to the Dashboard.

Editing one indicator outside the wizard

You do not have to run the whole wizard to fix a single indicator. On an account's Health tab, click any indicator's status pill to open a small editor for just its status and notes. This has no AI suggestion and does not affect the monthly-complete tracking, it is a plain manual edit that saves locally and queues for Salesforce write-back the same way any other field edit does.