Engineering Platform Trust: Cutting Customer Case Volume 20x with Petabyte-Scale Health Signals
Summary
Salesforce developed the Technical Health Score to objectively measure and improve the health of Salesforce implementations by aggregating petabytes of telemetry data into actionable signals. The system uses a standardized five-pillar framework to assess implementation health across security, efficiency, customization, and more, enabling proactive risk identification and issue resolution before they escalate. This score helps teams maintain a balance between innovation and stability while reducing support case volume and costs dramatically. The approach prioritizes explainability and customer-actionable insights, offering transparency from overall score down to root causes. Salesforce teams can leverage this model to build scalable health monitoring and proactive customer success processes.
Takeaways
- Use a standardized five-pillar framework to define technical health consistently.
- Aggregate and normalize diverse telemetry data into a unified health score.
- Implement off-core analytics to prevent impact on live customer workloads.
- Exclude non-actionable platform issues to maintain score trustworthiness.
- Embed health scores in customer success workflows for proactive support.
By Sanjeevani Bhardwaj, Ganesh Prasad, Sukumar Surya, and Thomas Bohn. In our Engineering Energizers Q&A series, we highlight the engineering minds driving innovation across Salesforce. Today, we spotlight Sanjeevani Bhardwaj, CSG Product Director, who leads the Technical Health Score to make platform trust measurable by scoring Salesforce implementations through analytics pipelines that process petabytes of telemetry and historical context. Explore how the team engineered a system that converts platform trust into actionable signals by defining technical health consistently across multi-tenant environments and building scalable machine learning pipelines that deliver proactive health insights. What is your team’s mission in building the Technical Health Score within Customer Success Core? The team builds a transparency layer for the Salesforce platform to turn trust from a subjective sentiment into a measurable engineering signal.