Reset Lead Scores

A lead score is a record of past interest. Sometimes the past stops mattering. A deal closed (won or lost), a contact changed roles, or you rebuilt your scoring rules and want every contact measured the same way from here on.

Resetting sets the lead score categories you choose back to 0, so the score builds up again from new activity. You can reset:

One contact, from their Contact Details page.
The members of a Buying Group, from the account's Buying Groups tab.
Every contact in a ruleset, from the Lead Scoring Rulesets grid.
Automatically, with the Reset Lead Scores Action.

What a Reset Does

Each Lead Scoring Ruleset scores a contact in four categories, and you choose which ones to reset:

Activity Score and Engagement Score. Selected by default. These are what most resets are about.
Contact Score. Opt in. It's set to 0, then the ruleset's Contact rules award it again on their next pass if the contact still matches them.
Manual Score. Opt in. Points your team added or subtracted by hand.

A few things hold for every reset, however you start it:

Thresholds never fire because of a reset. Dropping a score to 0 doesn't trigger a "falls below" Lead Scoring Threshold.
Required rules start over. If a threshold requires a scoring rule, a contact who met that rule before the reset has to meet it again.
History is kept. A reset doesn't delete anything. It writes offsetting entries to the contact's score history, so you can always see what the score was and why it changed.
Account Scores aren't lowered. A contact's reset doesn't reduce their account's Engagement score. To reset an account, use Reset an Account's Score.
Paused contacts can be reset. A reset doesn't end a pause.
Every reset is recorded. The contact's Activity Stream gets a Reset Lead Score entry for each ruleset. It lists each category's score before and after, the ruleset, who or what ran the reset, and the reason.

Reset One Contact

Open the contact's Contact Details page. You can start a reset two ways:

Choose Reset Lead Score from the Actions menu. Every ruleset the contact is scored in is selected for you.
Click Reset beside a ruleset's name in the Lead Score accordion. Only that ruleset is selected.

Lead Score Accordion:

In the Reset Lead Score dialog, choose:

Lead Scoring Rulesets. One or more.
Scores to reset. Activity and Engagement are checked by default.
Reason for Reset. Required. It's recorded on the contact's Activity Stream.

The dialog previews the result before you commit. For each selected ruleset it shows every category and the total, with the before → after values for the categories you're resetting.

Reset Lead Score:

Reset a Buying Group's Members

When a deal starts over, the whole buying committee usually should too. Open the account's Buying Groups tab, open the group's row actions, and choose Reset members' Lead Scores. The action appears on any Buying Group that has members.

The dialog has the same fields as the single-contact reset, without the preview. Every active ruleset is selected by default. Each member gets their own Activity Stream entry with your reason. The account's Account Score is not changed.

Reset a Buying Group's Lead Scores:

Reset Lead Scores for a Buying Group's Members

Reset Every Score in a Ruleset

Changed your scoring rules? Scores earned under the old rules no longer compare with scores earned under the new ones. Reset the whole ruleset and every contact starts even.

On the Lead Scoring Rulesets grid, open the ruleset's row actions and choose Reset every score in this ruleset. The dialog tells you how many contacts the ruleset scores. Choose the scores to reset, give a reason, and type the ruleset's name exactly to confirm. The reset button stays disabled until the name matches.

Reset Every Score in a Ruleset:

Reset Every Score in a Lead Scoring Ruleset

The reset runs in the background, so you can close the dialog and keep working. It can't be undone. Each contact's Activity Stream entry notes that the reset was part of a reset across the ruleset.