After enabling the newer AI-driven relationship health scoring feature in Dynamics 365 Sales, a seller notices an older relationship analytics health score from a legacy add-in still displayed on the same opportunity form, and the two figures disagree. A consultant is asked to resolve the discrepancy for the sales team. What should the consultant do?
Select an answer to reveal the explanation.
Short Explanation
When two gauges on the same dashboard disagree, the fix is not to argue about which reading to believe, it is to remove the gauge that shouldn't be there anymore. That is the situation here: an old legacy scoring add-in is still sitting on the form next to the new AI-driven score, and naturally they disagree because they were never built to agree with each other. Averaging the two numbers together just produces a figure that doesn't represent either model's actual judgment. Telling sellers to trust whichever number is bigger introduces a bias with no connection to accuracy. And leaving both visible just hands the confusion back to each seller to sort out for themselves, over and over, deal by deal. The clean fix is to take the outdated component off the form entirely, so sellers are left looking at one current, trustworthy score instead of two competing ones.
Full Explanation
The correct answer is B. The disagreement exists because two separate, unrelated scoring mechanisms are both displayed on the same form, and the durable fix is to remove or hide the legacy relationship analytics component so sellers see a single, current, AI-driven score. This eliminates the source of confusion rather than working around it. Option A is incorrect because averaging two scores produced by different models with different inputs and methodologies yields a number with no coherent meaning; it does not represent either model's actual assessment. Option C is incorrect because instructing sellers to trust whichever figure happens to be higher introduces an arbitrary bias that has nothing to do with which score is more accurate, and could systematically favor overconfident readings. Option D is incorrect because leaving both scores visible perpetuates the exact ambiguity the sales team is already struggling with, forcing each seller to make an inconsistent, case-by-case judgment call rather than resolving it at the configuration level. The right fix addresses the root cause, which is a redundant legacy component still occupying the form, not the sellers' interpretation of conflicting numbers.