Troubleshooting Einstein Opportunity Scoring in Salesforce Sales Cloud

This article answers the question: why is Einstein Opportunity Scoring unavailable or showing unexpected scores in Salesforce Sales Cloud, and how do you fix it? Review the checks below in order.

Simple Demo Orgs (SDOs) Do Not Support Opportunity Scoring

Simple Demo Orgs (SDOs) do not support any AI feature, including Opportunity Scoring. To confirm that an org is an SDO, go to Custom Metadata Types in Setup. If you see one named "QLabs", the org is an SDO.

Initial Troubleshooting Steps for Einstein Opportunity Scoring

Run the Einstein Readiness Assessor and ensure a green check mark appears next to Opportunity Scoring. If it does not, scroll to the Opportunity Scoring section of the report and check what blocks the feature from being enabled.
When enabling the feature, verify that the affected user has both the "Sales Cloud Einstein" permission set license and the "Sales Cloud Einstein" permission set. If not, assign them to the user and try again. If the org has no licenses available, reach out to your Account Executive.
Determine whether you have "Opportunity Scoring for Everyone". See the Frequently Asked Questions section below for details on how to check.
Ensure the org meets the data requirements described below.

Sandbox Requirements for Running the Einstein Readiness Assessor

If you run the Einstein Readiness Assessor in a sandbox, the following requirements must be met:

Opportunity history shows one update to each closed opportunity on average. If it does not, enable Opportunity History (Field History Tracking for standard objects) so that opportunity changes are captured in the sandbox.
Opportunity Scoring in sandboxes is supported only for a full copy sandbox with all of your production data (at least 180 days). Note: Manipulating data in a sandbox before running the Einstein Readiness Assessor can cause unexpected results.

Data Requirements for Einstein Opportunity Scoring

Certain data requirements must be met for Opportunity Scoring to work. The Einstein Readiness Assessor checks each of them, but you can also check manually, for example when the assessor reports that you need at least 200 closed-won opportunities in the last 2 years.

There must be at least 200 closed-won opportunities in the last 24 months, each with a lifespan of at least 2 days.
There must be at least 200 closed-lost opportunities in the last 24 months, each with a lifespan of at least 2 days.

The following SOQL queries return the exact number of opportunities closed-won and closed-lost in the last two years. Each number must be greater than or equal to 200. The first query counts closed-won opportunities and the second counts closed-lost opportunities.

SELECT count() FROM Opportunity WHERE IsClosed=true AND IsWon=true AND CreatedDate = LAST_N_DAYS:730
SELECT count() FROM Opportunity WHERE IsClosed=true AND IsWon=false AND CreatedDate = LAST_N_DAYS:730

FAQ:

How do I tell if Opportunity Scoring for Everyone is available for my org?

In Lightning, navigate to Setup > Einstein > Einstein Sales > Assisted Setup. If there is an option for "Sales Cloud Einstein for Everyone", you have Opportunity Scoring for Everyone. The "Sales Cloud Einstein for Everyone" permission set is required to verify.

Who is eligible for Opportunity Scoring for Everyone?

In the Spring '20 release, Salesforce announced that Einstein Opportunity Scoring is available to all Sales Cloud customers.

What does the "No Recent Updates to Opportunity" top negative influence mean, and how is it calculated?

Once a model is created, it establishes a threshold number of days. When an opportunity exceeds the threshold without any relevant updates, the "No Recent Updates" top negative contributes to the score. The fields that count as an update are Created Date, Close Date, Stage Name, Forecast Category, and Amount. If the opportunity is modified again, or edited without changing anything, after a while, the modification time field is updated and its value appears in the key factor.

Why do my Opportunity scores seem incorrect?

Verify the following:

Opportunity Scoring is enabled.
The permission set is assigned.
36 hours have passed since enablement in Setup.
The Score field is added to the list view or page layout.
Your org has passed the Einstein Readiness Assessor.

What fields were used to build my model, and how important is each field?

Build a model factors report using the Einstein Opportunity Scoring custom report types, and review the following:

Do you use the correct field in the model? Have you tried using a different field in the model?

Keep these points in mind:

Not all fields are statistically significant and included in the model.
When you hover over a score, only the top 4 predictive factors are shown. What appears depends on the score. A very high score shows the top 4 positive factors, a very low score shows the top 4 negative factors, and other scores show a mix. This is why a field might influence an opportunity but not be significant enough in relation to the other fields.
Only the following custom field types are supported: picklist, string, reference, multipicklist, and boolean.