A consultant configures a Dynamics 365 Sales environment where the client purchased Dynamics 365 Sales Enterprise plus the standalone Sales Insights add-on, but not Dynamics 365 Sales Premium. The client expects predictive lead and opportunity scoring cards to appear on forms. After configuration, sellers see relationship assistant cards and email engagement notifications, but no predictive scoring cards ever appear. What is the most likely cause?
Select an answer to reveal the explanation.
Short Explanation
Think of Dynamics 365 Sales licensing like tiers on a subscription: Enterprise plus the standalone Insights add-on gets you the relationship assistant, email tracking, and auto-capture, genuinely useful stuff, but the predictive scoring engine, the one that actually scores leads and opportunities with AI, lives behind the top tier. So when a client has everything except that tier, the assistant cards show up fine but the scoring cards just never materialize, no matter how much you poke at settings. The trap here is assuming a missing feature must mean a missing configuration step, a business unit toggle you forgot to flip, a role privilege you forgot to grant, or some preview program you need to request access to. All three of those assume the feature is technically available and just switched off somewhere. It isn't. If the license doesn't include the predictive models, there's nothing to switch on. The lesson: before chasing configuration screens, always confirm the license actually includes the capability the client is asking for. Licensing gaps look exactly like configuration bugs until you check the contract.
Full Explanation
The correct answer is A. Predictive lead and opportunity scoring in Dynamics 365 Sales are part of Dynamics 365 Sales Premium; the standalone Sales Insights add-on layered on Enterprise delivers features like the relationship assistant, email engagement tracking, and auto-capture, but not the predictive scoring models the client is expecting, which explains why those other cards work while scoring cards never appear. Option B is incorrect because predictive scoring is enabled at the organization level, not per business unit, so there is no additional per-unit toggle to find. Option C is incorrect because security roles control which users can view features that are otherwise licensed and enabled; here the feature itself was never available to license, so no role change would surface it. Option D is incorrect because predictive scoring is a generally available feature, not a regional preview requiring a support request, so no ticket would unlock it. The fix is to license Dynamics 365 Sales Premium rather than looking for a hidden configuration switch.