Security Scoring

Scoring: CX Team Guide

Scoring: CX Team Guide

For: Customer Success & Support Teams\nPurpose: Quick reference to explain the scoring feature to customers\nLast Updated: November 12, 2025

What is the Risk Scoring System?

The Risk Scoring System automatically tracks your organization's security posture through a 0-100 score. Think of it as a "credit score" for your security health:

  • 100 = Perfect security posture (starting point)
  • 80-100 = Excellent (green zone)
  • 60-79 = Good (green zone)
  • 40-59 = Fair (amber zone)
  • 0-39 = Needs Attention (red zone)

How It Works

  1. Security events happen (detections, incidents, vulnerabilities discovered)
  2. Scores update automatically in real-time
  3. Dashboard shows current status with trends and breakdowns

Key Features Customers Should Know

1. Global Score

One number that represents overall security health across all security areas.

2. Module Scores

Breakdown by security category:

  • Attack Surface Management - Asset vulnerabilities, exposed services
  • Brand Protection - Domain squatting, phishing attempts
  • Compliance - Policy violations, audit findings
  • Threat Intelligence - Active threats, IOCs detected
  • (Customizable based on organization needs)

3. Automatic Updates

Scores update in real-time as security events occur - no manual calculations needed.

Track score changes over time (7, 30, 90 days) to see security posture improvements or declines.

How Customers Use It

For Security Teams

  • Monitor daily security posture at a glance
  • Identify which areas need immediate attention
  • Track improvement from security initiatives

For Leadership/CISOs

  • Report security metrics to board/executives
  • Justify security investments with quantifiable data
  • Compare security posture across time periods

For Compliance Officers

  • Demonstrate security program effectiveness
  • Maintain audit trails of security improvements
  • Track compliance-related scoring separately

Setup Process (5 Minutes)

Step 1: Access Risk Configuration

Navigate to: Organization Settings → Configure Risk Scoring

Step 2: Run Quick Setup Wizard

  1. Select security modules relevant to your organization
  2. Assign importance weights (must total 100%)
    • Example: Attack Surface 40%, Brand Protection 35%, Compliance 25%
  3. Review and confirm

Step 3: View Dashboard

Your scores initialize at 100 and begin updating automatically based on security events.

Common Customer Questions

Q: Why did my score go down?

A: Scores decrease when security events occur (new vulnerabilities, detections, incidents). This is normal and reflects real security posture changes.

Q: How do I improve my score?

A: Resolve security issues - close incidents, patch vulnerabilities, remediate detections. As you resolve items, scores recover automatically.

Q: Can I customize the modules?

A: Yes! Organizations can create custom modules, adjust weights, and define which events impact which modules.

Q: What's a "good" score?

A:

  • 80-100 = Excellent - Healthy security posture
  • 60-79 = Good - Solid posture with minor improvements needed
  • 40-59 = Fair - Requires attention and improvement
  • Below 40 = Needs Attention - Requires immediate action

Q: How often do scores update?

A: Real-time. When a security event occurs, affected module scores update within seconds.

Q: Can I see what caused a score change?

A: Yes. The dashboard shows recent changes with details about which events triggered the score adjustment.

Configuration Options (Advanced)

Module Weights

Control how much each security area impacts the global score.

  • Higher weight = more impact on overall score
  • Total must equal 100%
  • Adjust based on organizational priorities

Custom Formulas (Optional)

Create mathematical formulas for advanced scoring logic.

  • Example: severity * confidence * 0.5
  • Useful for complex scoring requirements
  • Most customers use default multiplier-based scoring

Trigger Configuration (Advanced)

Define which security events impact which modules.

  • Map audit log events to modules
  • Set multipliers for event severity
  • Customize scoring behavior per module

Where to Find It

Main Dashboard

/dev/org-control/risk-configuration?tab=dashboard

  • Global score gauge
  • Module breakdowns
  • Trend charts
  • Recent changes

Quick View Widget

/monitor/home (Home page)

  • Security Posture card
  • Click for detailed breakdown
  • Quick access without navigating to full dashboard

Configuration

/dev/org-control/risk-configuration?tab=modules

  • Adjust module weights
  • Enable/disable modules
  • Link custom formulas

Troubleshooting Tips

Score not updating?

  1. Verify scoring configuration is active
  2. Check that modules are enabled
  3. Confirm security events are being logged

Score seems incorrect?

  1. Review module weights (should total 100%)
  2. Check recent score change history
  3. Verify modules are mapped to correct triggers

Can't access dashboard?

  1. Ensure user has proper permissions
  2. Verify organization has scoring configured
  3. Check with admin if Quick Setup was completed

Key Points for Customer Conversations

✅ Automatic & Real-time - No manual work required after setup\n✅ Customizable - Adjust to match security priorities\n✅ Actionable - Shows exactly what needs attention\n✅ Compliant - Complete audit trail of all changes\n✅ Quick Setup - 5 minutes to get started\n✅ Executive-Friendly - One number tells the story

Support Resources

For CX Team:

For Customers:

  • In-app documentation tab in Risk Configuration page
  • Help tooltips throughout the interface
  • Contact support for custom configuration assistance

Quick Demo Script (2 Minutes)

Use this when showing customers the feature:

  1. Show the Problem: "Without scoring, you have hundreds of alerts/detections but no clear view of overall security health."
  2. Show the Solution: "The Risk Scoring System gives you a single number - like a credit score for security."
  3. Show the Dashboard: Navigate to dashboard, point out:
    • Global score (big number)
    • Module breakdown (what's affecting it)
    • Trend chart (getting better or worse?)
  4. Show Real-time Updates: "As your team resolves issues, the score improves automatically - no spreadsheets needed."
  5. Show Configuration: "It's fully customizable - adjust weights to match what matters most to your organization."

Closing: "In 5 minutes, you'll have a executive-ready security metric that updates in real-time."