> ## Documentation Index
> Fetch the complete documentation index at: https://docs.zudo.so/llms.txt
> Use this file to discover all available pages before exploring further.

# CSM Pulse

> A manual health override for when you know something the data doesn't.

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.

## 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

## How to set it

<Steps>
  <Step title="Open the account">Navigate to the account you want to assess.</Step>
  <Step title="Find CSM Pulse">Scroll to the **CSM Pulse** section on the account page.</Step>

  <Step title="Score and explain">
    Enter a score from **1** (critical) to **10** (outstanding) and write a note explaining your assessment. The note is
    required — it creates a record of your reasoning.
  </Step>
</Steps>

The pulse takes effect in the health score immediately. You can see when it was last updated and by whom.

## Score scale

| Score | Meaning                                                      |
| ----- | ------------------------------------------------------------ |
| 10    | Outstanding — exceptional relationship, customer is thriving |
| 9     | Excellent — very strong, minimal concerns                    |
| 8     | Very good — solid with minor areas to watch                  |
| 7     | Good — generally healthy, some follow-ups needed             |
| 6     | Above average — mostly fine, a few concerns                  |
| 5     | Neutral — uncertain, neither clearly good nor bad            |
| 4     | Below average — noticeable issues need attention             |
| 3     | Concerning — significant problems, proactive action needed   |
| 2     | Very concerning — serious risk, immediate attention required |
| 1     | Critical — crisis or imminent churn risk                     |

## Expiration

Pulse scores expire to prevent stale overrides:

| Score range       | Expires after |
| ----------------- | ------------- |
| 2–9 (standard)    | 90 days       |
| 1 or 10 (extreme) | 30 days       |

After expiration, the pulse is excluded from the health score and its weight redistributes to the other factors. Revisit and refresh your pulse when you see a "stale" warning on the account.

<Warning>
  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.
</Warning>

## 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.