The AI Score card shows how promising a Lead or Opportunity is, on a scale from 0 to 100, with a label and a written explanation. It helps you decide which records to work on first.
Where to find it#
The card is on Lead and Opportunity record pages, if your admin added the aiScoreCard component to the page in Lightning App Builder. To see and calculate scores on the card you need the AI_Engine_User permission set; the AI_Engine_Admin permission set alone is not enough. Your admin decides how records are scored. For the admin side, see AI Scoring.
Read the score#
The card shows:
- The score from 0 to 100 in a coloured ring: green for 70 and above, amber for 40 to 69, red below 40.
- A label. By default the labels are Hot (70–100), Warm (40–69) and Cold (0–39). Your admin can replace them with your company's own labels.
- Analysis: why the record got this score.
- Recommendation: what to do next. Shown after the score is calculated on the card.
- Scored: the date and time of the last calculation.
A badge next to the label shows how confident the AI is: high, medium or low. The AI is asked to lower its confidence when key data, such as activity history, is missing. Confidence is not saved on the record, so the badge reflects the AI's assessment only right after you calculate the score on the card. When you open the record later, it shows medium.
The score, label, analysis and date are saved on the record in the AI Score, AI Score Label, AI Score Reason and AI Score Date fields, so you can also use them in list views and reports.
How the score is calculated#
The AI looks at the record's fields and its recent tasks and events. If your admin set it up, it also compares the record with the patterns in your company's won and lost records. Your admin can add field weights, such as extra points for a corporate email domain, written scoring rules and an optional web check of the company. The AI is told to use only the data it is given: an empty field counts as unknown, not as a bad sign, and it must not state facts that are not in the data.
Scores are updated in three ways, depending on your admin's setup:
- Automatically when a record is created, or when certain fields change, such as the Lead status or the Opportunity stage.
- On a schedule, for records that do not have a score yet.
- By you, on the card.
Calculate or refresh a score#
- On a record with no score, the card shows No AI score yet for this record. Click Generate AI Score.
- To refresh an existing score, for example after you updated the record, click ↻ (Recalculate Score) in the card header.
The card shows an animation while the AI works. The record's fields are refreshed on the page when it is done.
Next Steps and Draft Email on the card#
Under the score, 📌 Next Steps and ✉ Draft Email show a short list of steps or an email draft inside the card. Close the panel with ✕. These buttons do not use the language selector; they answer in English. To get the result in another language, to create tasks from steps or to send the email, use the same actions in the Sales Agent. See Get next steps and create tasks and Draft and send an email.
Good to know#
- The score is a guide, not a verdict. Use it together with what you know about the customer.
- The language of the analysis and recommendation is set by your admin in the scoring settings.
Troubleshooting#
| What you see | What to do |
|---|---|
| No AI score yet for this record on every record | Click Generate AI Score. If records are expected to have scores already, ask your admin to check that you have the AI_Engine_User permission set (without it, the card cannot load saved scores) and that automatic scoring covers these records. |
| "You do not have permission to use AI Engine. Please contact your administrator." | You do not have the AI_Engine_User permission set. Ask your admin to assign it. |
| "Scoring is not active for Lead." (or Opportunity) | Your admin set up AI Scoring for this object but it is not active. |
| "AI scored the record but the write-back failed. See Activity Monitor for details." | The score could not be saved on the record, often because of a validation rule or missing edit access. Ask your admin to check the Activity Monitor. |
| Could not generate. in the Next Steps or Draft Email panel | The text after it gives the reason, for example that the object is not enabled for AI Engine. Ask your admin. |