A sales director is skeptical of the AI-generated opportunity scores in Dynamics 365 Sales because sellers cannot say why a particular deal received its score, and the director wants sellers to trust the score enough to change how they prioritize accounts. A consultant is asked to address this before wider rollout. What should the consultant recommend?
Select an answer to reveal the explanation.
Short Explanation
Sellers won't change how they work off a number they can't argue with, so show them the contributing factors and underlying signals feeding the score on the opportunity record. Once they can see what's driving it, they can sanity-check it against what they know and start trusting it enough to act. Don't hide it, dumb it down, or move it to a spreadsheet—transparency is what makes the score usable.
Full Explanation
Distrust here stems from opacity, not from the score being wrong, so the fix is to surface the contributing factors and underlying signals behind each score directly on the opportunity record. When sellers can see which activities, engagement patterns, or account signals drove a score, they can evaluate whether it matches what they know about the deal, which builds the trust needed for them to change prioritization behavior. Replacing the numeric score with a simple high, medium, or low label is incorrect because it removes even the numeric detail sellers currently have and does nothing to explain the reasoning behind it. Restricting visibility of the score to sales managers is incorrect because hiding the score from the sellers who are supposed to act on it prevents the very behavior change the director wants, concentrating information with managers who are not the ones prioritizing daily outreach. Recalculating the score manually each week using a spreadsheet exported from Dynamics 365 is incorrect because it abandons the AI capability, introduces error-prone extra work, and does not add any explanation of the reasoning. Transparency into the factors behind the score is what turns a black-box number into something sellers will act on.