Salesforce Einstein Opportunity Scoring gives each opportunity a number between 1-99 that indicates the chance that opportunity will end up Closed Won. Let Einstein guide your sales teams and enable them to prioritize a sure win, or escalate at-risk pipeline, depending on the Einstein Opportunity Score, as well as handy hints on the factors that contributed to the score.
Einstein Opportunity Score now available (as of 22nd April 2020) as a field on the opportunity record, in list views, reports and on the forecast page*. What’s more, all this is now free! Here’s my take on Einstein Opportunity Scoring – how it works, how to set it up, and some handy hints.
*as long as you are using Collaborative Forecasts.
How Does Einstein Opportunity Scoring Work?
Einstein uses artificial intelligence to analyse your past opportunities to calculate each score.
Einstein will re-analyse your data and adjust the data model accordingly every 10 days so you can be sure your score is always accurate!
In Classic, the score will be displayed as a field in the record detail of an opportunity:
As well as providing a score, Einstein will indicate both positive and negative factors that contributed to the score. To view these factors in Lightning, simply hover over the score.
- Previous won opportunities with the related account
- Opportunity moving quickly through the stages
- High numbers of activities on the related account
- Opportunity has an open quote
- Previous lost opportunities with the related account
- Close date overdue or being pushed out
- Low numbers of activities on the related account
- Low success rate in the industry assigned to the related account
Einstein Opportunity Scoring in list views. Source: Salesforce Help Einstein Opportunity Scoring
Sounds Great, Can I Have It?
This great feature will be available for free, as long as your organisation meets the following requirements:
- Salesforce in Classic or Lightning (you need to switch Einstein on in Lightning)
- Enterprise, Performance, or Unlimited edition
There are also a few other caveats to consider; whilst you may be able to get Einstein Opportunity Scoring because you meet the criteria above, you may not be able to use it unless you:
- Use the standard Stage field
- Have 200 closed won opportunities in the past two years, each with a minimum lifespan of 2 days
- Have 200 closed lost opportunities in the past two years, each with a minimum lifespan of 2 days
- Have an average of one update to each closed opportunity
Setting Up Einstein Opportunity Scoring
System Administrators for eligible customers will get a prompt to let them know the feature is ready to be turned on (To set up this feature and enable it for all users, you will need the Customize Application and Modify All Data permissions, and these are included in the System Administrator profile). There’s even a little video you can watch:
1. Head over to Setup. Note: You must do this from Lightning Experience, not Classic!
2. From within Setup, type “Assisted Setup” in the Quick Find bar, then choose Einstein Sales → Assisted Setup.
3. Select that you confirm you understand what will happen when you turn on Einstein (unsure what happens? Click here).
4. This next bit is important! Before proceeding, you’ll want to review the terms of using Einstein Opportunity Scoring with your company and get authorisation to continue. Once you and your company are happy, tick “I’m authorised by my company to accept these terms” and click “Confirm”.
Then sit back while Salesforce does the hard work for you! Once you turn on Einstein Opportunity Scoring, Salesforce will begin to analyze your past opportunities and create a scoring model (this may take a few hours to a few days depending on the volume of data).
When I set it up, it only a matter of minutes for Salesforce to complete my setup. When I checked back I had a green message to let me know the feature was turned on for all users but some scores may not show up right away.
Now, when I look at Einstein Opportunity Scoring in Setup, I see it’s “On”.
Feeling very impressed at how quick and easy the setup was, I eagerly went to check out some scores. Here’s what I discovered, plus the “gotchas” that got me…
Adding The Score Field
Once the scoring model is generated, Salesforce will automatically add the Score field to standard and custom opportunity page layouts, as well as the ‘Recently Viewed’ list view.
Opportunity Compact Layout
The score appeared on the opportunity compact layout by default and was called “Score”.
Opportunity Standard List Views
The hard bit was trying to remember which of my list views were standard. I checked several list views I thought were standard but they didn’t display the score and I began to worry it hadn’t worked properly. Turns out, it was absolutely user error, and once I finally found a standard list view the score had been added by default and was called “Opportunity Score”.
Opportunity Custom List Views
The score isn’t automatically added to custom list views but you can easily add it by choosing the fields you wish to display. Be aware that the field on list views is called “Opportunity Score”, not “Score” as it appears on the compact layout or opportunity record. This really confused me and I spent an age looking for the field to add to a list view.
I was really pleased to discover that Einstein Opportunity Scoring bases it’s predictions on custom fields, as well as standard fields, making the score really useful and personalised.
- The scoring factors were clear and to the point, for example:
- High success rate for opportunities at this stage
- Past wins with this account
- Opportunity stuck in current stage
- Close date keeps being delayed
During my rollout and testing, I discovered two main issues:
- We have renamed the standard field “Type” to “Business Type” but Einstein Opportunity Scoring does not reflect this change and still displays “Type”.
- Einstein analyses the success of record types and will display factors such as “Opportunities with the same record type have a high success rate”. However, my users don’t have any understanding or awareness of record types, which caused some confusion.
- Have an opportunity with a score but no guidance? It may be that there were too many minor factors that contributed to the score or because the calculation was too complex; in both instances, it is too difficult to summarise the reasons behind the score.
- Got a closed opportunity with no score? That’s correct! The opportunity score is removed from all closed opportunities.
- Got an open opportunity with no score? There are a number of reasons an open opportunity may not display a score ranging from how recently Einstein Opportunity Scoring was enabled to when the opportunity was created. For full details of when a score may not be visible please check out the “When Scores Don’t Appear” section in this article.
- User Permissions: Salesforce will assign the “Sales Cloud Einstein For Everyone” to all users with a Salesforce license as part of the setup process. However, you can remove this permission for users that shouldn’t have access. Users won’t be able to see scores without this permission!
- Overall, Einstein Opportunity Scoring has been a great success, with users really engaging with this new feature!
- Here are some more useful resources: