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 the answer is to open the hood and show what is actually driving that number: the engagement patterns, activity history, and account signals feeding it. Once a seller can see why a deal scored the way it did, they can sanity-check it against what they already know and start trusting it enough to act. Trading the number for a vague high, medium, or low label removes detail rather than adding explanation, so it makes the trust problem worse, not better. Hiding the score from the very people who are supposed to prioritize with it defeats the whole point of giving it to sellers in the first place. And pulling the calculation into a manual spreadsheet throws out the AI capability altogether while still explaining nothing. The path forward is transparency, not simplification, restriction, or abandonment.
Full Explanation
The correct answer is D. 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. Option A is incorrect because simplifying the score to a label removes even the numeric detail sellers currently have and does nothing to explain the reasoning behind it. Option B 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. Option C is incorrect because manually recalculating the score in a spreadsheet 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.