A health score shows that usage dropped in a key account. How would you investigate and respond?

Question

Accepted Answer

I would review which users or workflows changed, compare usage to the customer goals, check for open support issues, and contact the customer with a helpful reason. For example, I might say that I noticed a drop in workflow usage and want to understand whether this reflects a process change, training need, or blocker. Then I would propose a recovery action tied to their success plan.