A consultant configures a Sales Accelerator work queue for an inbound SDR team and enables predictive lead scoring in Sales Insights so that each lead carries an AI-generated score. Sellers report the work queue still lists leads in the order they were created rather than prioritizing the highest-scoring leads first. What should the consultant change to fix this?
Select an answer to reveal the explanation.
Short Explanation
The scoring engine can hand every lead a grade, but a grade sitting quietly in a field doesn't organize anything by itself, something still has to tell the queue to sort by it. Right now the queue is defaulting to the most obvious, laziest ordering there is: whoever showed up first gets worked first, regardless of how promising they are. Fixing that means going into the segment that feeds the queue and pointing its sort setting at the score field instead of the creation date, so the highest-graded leads bubble to the top automatically. Turning the scoring feature off and back on wouldn't help, since the scores are clearly there; the problem is purely about display order, not generation. Security roles control who's allowed to touch the queue, not what order it's presented in, so tightening those wouldn't move a single lead. And whether the score happens to be visible on the lead form is beside the point too, since the queue reads the underlying field directly without needing it exposed on a form.
Full Explanation
The correct answer is D. A Sales Accelerator work queue displays records in the order defined by the segment that populates it, and by default that sort is often based on a field like created-on date. Enabling predictive lead scoring generates a score on each lead, but it does not automatically change how any existing queue is sorted; the segment's sort configuration has to be edited to reference the score field so the highest-scoring leads surface first. Option A is incorrect because the scenario states leads already carry AI-generated scores, which confirms scoring is running; the symptom is purely about presentation order in the queue, not whether scores are being generated. Option B is incorrect because security roles govern who can access or act on records and queues, not the sequence in which records are displayed within a queue. Option C is incorrect because a Sales Accelerator segment's sort configuration reads the underlying field value directly from the record; the field does not need to be added to the lead form for the queue to sort by it, since form layout and queue sorting are independent of each other.