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CSM Pulse is a 1–10 score you set on an account to tell Zudo what you know that the automated metrics can’t capture. It feeds directly into the health score calculation and requires a note so your team has context on your reasoning.

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When to use it

The five automated health factors are objective, but they miss things. Set a CSM Pulse when:
  • An executive sponsor just left the company
  • The customer mentioned they’re evaluating competitors
  • Budget was frozen or a renewal conversation went badly
  • You had a great expansion call and the relationship is stronger than the data shows
  • The account is self-sufficient — they rarely engage, but they’re happy

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How to set it

1

Open the account

Navigate to the account you want to assess.
2

Find CSM Pulse

On the sidebar’s Overview tab, find CSM Pulse and click Record Pulse, or Update Pulse if the account already has one.
3

Score and explain

Pick a score from 1 (critical) to 10 (outstanding), write a note explaining your assessment and click Save Pulse. The note is required — it creates a record of your reasoning.
The CSM Pulse section on an account's sidebar: a score of 7, who set it and when, their note, and the Update Pulse button
The pulse takes effect in the health score immediately. You can see when it was last updated and by whom.

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Score scale

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Expiration

Pulse scores expire to prevent stale overrides: After expiration, the pulse is excluded from the health score and its weight redistributes to the other factors. Revisit and refresh your pulse when the account shows update recommended beside it, which happens once a pulse is more than 30 days old.
Extreme scores (1 and 10) expire after just 30 days because they have an outsized effect on the health calculation. Zudo needs you to reconfirm them more frequently.

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Extreme Pulse

When you set a pulse of 1 or 10, Zudo applies special handling:
  • Pulse = 1 guarantees the account is placed in the Critical health tier, no matter how good the automated metrics look.
  • Pulse = 10 guarantees the account is placed in the Healthy tier, even if the automated metrics are poor.
The pulse weight is also amplified (1.5x by default) so your high-conviction assessment carries more influence. When active, a small indicator appears on the health score gauge: ↑ (green, boosted by pulse 10) or ↓ (red, reduced by pulse 1). This is intentional — if you know a customer told you they’re leaving, a score of 76 doesn’t reflect reality. Pulse = 1 ensures the account shows as Critical so it gets the right attention.